Job Description

The Client Experience Manager plays a critical role in elevating the brand’s global luxury client strategy through the development and execution of world-class hospitality programs and high-touch experiences. This position reports to Client Relations, HJ & Watches Director to conceptualize and deliver exceptional client engagement initiatives across VIP events, High Jewelry activations, and bespoke gifting programs.

This role requires a highly organized, strategic, and detail-oriented individual who can seamlessly balance creative vision with operational excellence, financial management, and brand integrity across all client-facing initiatives.

Client Experience & High Jewelry Events

• Research, develop, and execute exclusive hospitality offerings for Blue Book events, HJ Caravans, all other activations and ongoing experience programs targeted for top tier clients.
• Curate and coordinate 5-star accommodations, fine dining experiences, and bespoke cultural programming aligned with brand positioning
• Collaborate with local teams to ensure market-specific activations meet global hospitality standards and deliver a consistent luxury experience worldwide
• Conceptualizing and developing bespoke gifts that enhance the High Jewelry client journey and reinforce brand storytelling
• Provide on-site support and client experience management during key events, serving as a key point of contact for regional partners, and internal stakeholders
• Manage planning and execution of special or bespoke events and client experiences during Blue Book & other HJ events

Develop and grow a clienteling strategy to support High Jewelry business

• Drive the regional development of clienteling programs, strategies, and service support for top-tier clients
• Build strategies on top tier client outreach and engagement
• Drive partnership initiatives within the region, prospecting within key networks to identify and cultivate new high jewelry clients
• Define client treatment program within the region, sourcing and producing VIP experiences and gifts, managing orders and allocations.
• Not limited by physical assets and functional scope, extend the treatment and experience all through the client journey
• Develop client experience enhancements in store, ensuring high-quality execution and monitoring. Experiences inclusive of; Hospitality menus, services & special celebrations
• Collaborate with CRM analytics team for client data strategy and support
• Study the best practices and competition on the treatment and gifting offering

Budget Management

• Support financial oversight for the Client Relations, High Jewelry & Watches department
• Track and manage annual and event-specific budgets to ensure alignment with strategic priorities and approved forecasts
• Manage budget reclasses to regional markets, ensuring accurate allocation of expenses and timely reconciliation.

Qualifications

• 10+ years of experience in luxury hospitality, client experience, event management, or brand marketing, preferably within luxury retail or high jewelry
• Proven experience managing high-profile, VIP, or ultra-high-net-worth client events with exceptional attention to detail
• Strong project management skills with the ability to lead multiple complex initiatives simultaneously in a fast-paced, global environment.
• Demonstrated experience managing budgets, tracking expenses, and overseeing financial reconciliations across regions
• Exceptional interpersonal and communication skills
• Ability to travel domestically and internationally to support key events and activations