Cartier Client Director

Job description

M ain Purpose :

 

The Client Director’s mission is to orchestrate the design, implementation, tracking and analysis of client interactions across all channels, implementing locally relevant client strategies to maximise acquisition, retention and experience towards all Maison’s clients.

 

The role is critical in developing and elevating client centric culture and strategy development across the organization as part of the company’s critical priorities.

 

Reporting to the President & CEO of Cartier Japan, and as a member of the local Executive Committee, he/she will work in close collaboration with the BTQs, the Commercial department, Marcom department and all other local departments as well as HQ counterparts.

 

He/she will lead the “Client department”, and orchestrate four teams under him/her: Client Strategy & Performance, Client Activation, Client Relation Center and E-commerce.

 

Main Pillars of Responsibilities :

 

Client Strategy & Performance

·  Develop locally relevant client strategies and translate into actionable plans and projects
·  Build data-driven analytics capabilities and leverage the intelligence to elevate the quality of insights, planning and execution

 

Client Activation

·  Strengthen clienteling capabilities throughout the organization, from data capture, BTQ staffs’ skills development to designing relevant client treatment plans and tools.
·  Develop acquisition/activation plans for targeted clientele

 

CRC

·  Develop CRC’s function into a true client interaction intelligence hub, driving further integration of CRC with other commercial channels.
·  Define short/mid/long-term CRC strategy (including, e.g. clienteling, journey development, etc.)
·  Ensure the operational excellence of CRC function

 

E-commerce

·  Build Strategy for E-commerce & website in omni-channel vision
·  Maximize online business opportunities & client experiences by offering the best online client services and serving as the hub of the omni-channel client journey

 

 

 

 

Main Scope :

 

·  Japan region
·  Internal local interaction: all department at 360 level, including the boutiques to ensure execution of client strategy at the company level
·  External local interaction: Consulting firm, boutique programming vendors, digital agencies, etc.
·  HQ: All client-related departments
·  From Client Strategy setting (strategy & performance) through to execution (Client activation)
·  Design an omni-channel commercial network, connecting clients across touchpoints with seamless journey
·  Contribute to the Commercial Efficiency & Client engagement
·  Develop key talents and expertise within the team