HE Client Engagement & Experience Manager

Position

MISSION STATEMENT

Elevate and scale HE client engagement and experience, both in-store and out-of-store, ensuring every touchpoint delivers a high-end brand experience.

MAIN RESPONSIBILITIES

1. Retail HE Client Engagement Capability & Yearly Planning

• Guide key stores in developing yearly engagement plans focused on key HE clients, potential HE clients, and elevated clients.

• Guide retail teams on how to identify engagement opportunities for HE clients, including birthdays, anniversaries, and private viewings.

• Build and scale retail capabilities to engage UHNW clients effectively, moving away from mass-market selling behaviors.

2. Key HE Stores Client Experience Yearly Journey

• Design and own the bespoke client experience journey for key HE stores throughout the year.

• Map out key milestones, activities, and upgrade paths from local to global events for different HE client tiers.

• Ensure the journey aligns with commercial HE objectives while maintaining brand elevation.

3. In-Store & Out-of-Store HE Engagement Standards

• Define, develop, and continuously update the HE Engagement Playbook and SOPs, including ice-breaking, storytelling, and follow-up.

• Establish specific HE standards for out-of-store engagements, including client visits, third-place meetings, and event receptions.

• Ensure every client touchpoint is delivered with a consistent, top-tier luxury HE experience.

4. Event Engagement & Experience Operations

• Own the holistic experience quality of HE events, including client flow, narrative rhythm, emotional peaks, and on-site atmosphere.

• Ensure retail teams are fully briefed, rehearsed, and prepared to execute flawless client engagement during events.

• Step in when needed to demonstrate client reception as an experience coach.

5. HE Client Engagement Quality Monitoring

• Conduct store visits and use feedback from HE clients and prospects to monitor HE engagement execution.

• Track and analyze engagement quality metrics, including follow-up rates.

• Provide feedback to retail teams and continuously refine engagement standards based on data and insights.

WORKING RELATIONSHIPS

1. Internal

• Store Managers

• Sales Advisors

• CRM

• Marketing

• HQ HE Team

2. External

• VIP Clients

QUALIFICATION, EXPERIENCE & SKILLS REQUIRED

1. Education

• Bachelor's degree or above, preferably in Watch & Jewelry, Luxury Retail, Business Development, or a related field.

2. Languages

• Fluent in English.

3. Professional Experience & Know-how

• Experience in client relationship management within luxury brands; premium retail experience is a must.

• Deep experience in the High Jewelry and/or Watch category is highly preferred.

• Proven track record of successful client engagement.

4. Technical & Management Skills

• Strategic Thinking: Ability to integrate global strategy with local insights to formulate clear and executable client development roadmaps.

• Sales-Driven: Proficiency in client data analysis, with the ability to extract actionable insights to guide business decisions.

• Communication & Influence: Excellent cross-functional collaboration and communication skills, with the ability to work efficiently with HQ, regional teams, boutiques, and peers.

• High-End Client Insight: Deep understanding of the psychology and lifestyle of Chinese High Net Worth Individuals, with the ability to build trust-based relationships with top-tier clients.

5. Personal & Interpersonal Skills

• Excellent interpersonal and communication skills.

• Strong business acumen.

ADDITIONAL INFORMATION

• Communication

• Interpersonal sensitivity

• Customer orientation

• Impact

• Negotiation

• Business awareness

• Coaching & Development

• Team building