Head of Experiences - MEIAT
Richemont
Reference code: JR131873
The story of Cartier is founded on curiosity and passion. For more than 170 years we have embraced a bold, pioneering spirit that continues to inspire our teams across all Métiers from our boutiques to our workshops and corporate offices. Our 10,000+ colleagues of more than 105 nationalities are united by a shared independent spirit and commitment to excellence, striving to continuously enrich our Maison’s heritage by pushing the boundaries of creativity and innovation.
The Head of Client Experience & Treatment is responsible for defining and leading the regional strategy across the Middle East, India, Africa and Türkiye, ensuring every client interaction reflects Cartier’s standards of excellence, hospitality and personalization. Working closely with regional teams, markets and HQ, this role drives meaningful client journeys and treatment strategies that strengthen client engagement, loyalty and long-term value while supporting the Maison’s business ambitions.
What will be your mission?
Lead the regional Client Experience and Client Treatment strategy by translating Cartier’s global vision into locally relevant initiatives that elevate every stage of the client journey. Foster collaboration across Retail, Commercial, CRM, Marketing & Communications, High End and HQ teams to deliver seamless experiences, while developing a high-performing team and embedding a client-centric culture across the region.
How will you make an impact?
Client Experience
Define and deploy the regional Client Experience roadmap across all client touchpoints.
Design and implement hospitality initiatives and experiential programs that reinforce Cartier’s identity and strengthen client engagement.
Partner with Marketing & Communications teams to ensure consistency across client-facing experiences and communications.
Continuously enhance boutique hospitality by identifying opportunities to elevate the in-store experience.
Benchmark luxury and hospitality best practices while developing strategic partnerships that create distinctive client experiences.
Client Treatment
Define and lead the regional Client Treatment strategy, leveraging CRM insights to deliver personalized omnichannel client journeys.
Develop treatment programs, gifting initiatives and curated experiences that strengthen client loyalty and long-term relationships.
Partner with CRM and High End teams to enhance client retention, development and engagement across all client segments.
Develop regional guidelines and best practices to ensure consistency across markets.
Monitor performance through client insights, KPIs and boutique feedback to continuously optimize treatment strategies.
Innovation & Performance
Identify emerging trends and translate relevant insights into innovative client initiatives.
Partner with HQ to localize global initiatives and pilot new programs across the region.
Establish performance indicators to measure client satisfaction, loyalty and experience quality.
Drive continuous improvement through data analysis, market insights and performance reviews.
Lead regional sharing of best practices to strengthen Client Experience capabilities across markets.
Leadership
Lead, coach and develop a high-performing regional team.
Foster collaboration across Retail, Commercial, CRM, Marketing & Communications, High End and HQ teams.
Promote a culture of innovation, accountability and operational excellence.
Embed a client-centric mindset across the organization, ensuring hospitality and personalization remain at the heart of every client interaction.
How will you experience success?
Delivering a consistent and elevated Client Experience across the region.
Strengthening client engagement, loyalty and long-term value.
Successfully implementing regional Client Experience and Client Treatment initiatives.
Building strong partnerships across markets, regional functions and HQ.
Developing a high-performing team while driving measurable business and client outcomes.
What do we offer?
At Cartier, you will have the opportunity to shape the future of Client Experience across one of the Maison’s most dynamic regions. Working with talented teams across markets and HQ, you will lead strategic initiatives, influence the evolution of the client journey and contribute to delivering exceptional experiences that strengthen lasting relationships with our clients.
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