Global Client Experience Director

vor 5 Monaten

Volketswil, Schweiz La Prairie Group Vollzeit

As the Global Client Experience Director, you will play a pivotal role in supporting and empowering our Retail team to enhance the client experience across all client tiers. Your responsibilities include cultivating strong relationships with La Prairie clients, collaborating closely with General Managers (GMs), and local Client Experience Directors/Managers to define global strategies for brand partnerships and outreach initiatives. Your ultimate goal is to drive business growth by attracting new clients and fostering loyalty among existing customers. This role also entails creating personalized and unique client experience concepts while closely collaborating with our Global Communications team and other functional areas. Additionally, you will have a critical role in building brand loyalty, enhancing client satisfaction, and driving long-term business growth.

**How you will create a beautiful impact**:

- Define Global Client Experience Strategy: Collaborate with the Global Communications team to define the yearly global client experience strategy. This includes planning for (i) international events, (ii) regional opportunities, and (iii) local experiences, ensuring that all strategies are adapted to meet the needs of our local clients during events and on POS.
- Develop Guidelines and Support Market Teams: Create guidelines and support market teams in client activations and experiences. Consult with markets to ensure they understand and execute these initiatives effectively at the local level.
- Lead local Client Experience Directors /Managers: Provide leadership to client experience managers by developing strategies for generating sales during client events and activations.
- Oversee Global Client Gifting Strategy: Oversee the global client gifting strategy in collaboration with the Brand team.
- Recruit Prospects and Build Partnerships: Lead efforts to recruit clients, maintaining a pipeline of partnerships and relationships in strategically important communities, driving the Elite Plan across various cultural pillars, including Fashion, Art, Auctions Houses, Music, Film, Politics
- Brand Representation: Serve as a La Prairie Brand Ambassador, representing La Prairie within key communities and influential networks, especially among affluent and High Net Worth (HNW) audiences.
- Client Understanding and Personalization: Understand the profiles and expectations of our clients and craft personalized client journeys to enhance their experience.
- Loyalty Program Development: Play a key role in the development of our loyalty program, ensuring it aligns with our client experience strategy and promotes client retention and engagement.
- Cultivate Client Relationships: Cultivate lasting and personalized client relationships with High-Value Clients (HVC) and manage a portfolio of HVC.
- Collaborate with Personal Shoppers: Work closely with market teams to develop and nurture relationships and business partnerships with personal shoppers, ensuring alignment with our client experience and business growth objectives.
- Local Market Guidance: Be a key contact for local markets and provide continuous guidance to further elevate their client experience plans.
- Collaboration with Global Education:

- Support and empower Beauty Advisors (BAs) in understanding, connecting with, and engaging High-Value and Top clients.
- Gather feedback from local Client Experience Managers/BAs to understand client expectations and identify opportunities to exceed them.
- Continuously enhance the client experience, service, and hospitality to foster VIP retention and recruitment.
- Assist BAs in authentically and confidently representing our brand in front of their clients.
- Feedback and Improvement: Gather and consolidate insights and feedback from markets to continuously improve the brand's practices.
- Community Meetings: Schedule and lead meetings of the Client Experience Director/Managers community to share insights, competitive reviews, and foster a sense of togetherness.

This role is pivotal in shaping and delivering an exceptional** client experience that drives business growth and builds long-term brand loyalty.**

**What you need to have to be our next audacious and creative talent**:

- 8+ years of professional experience in brand communications & client experience
- Strong knowledge and understanding of the luxury environment & market
- Excellent communication (verbal, interpersonal, and written) skills and ability to network actively and establish strong client relationships.
- Passionate about client satisfaction and able to motivate and face challenging situations
- Experience driving change management that instills focus on customer satisfaction by continuously improving services, processes and collaborative capabilities
- High level of creativity (ability “to think out of the box*), excellent presentation skills and positive attitude
- Entrepreneurial spirit and agility to find new approaches and solutions to the c

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