HE Client Engagement & Experience Manager

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