Sales Experience Manager
Richemont — Sales Experience Manager, Hudson Yards, New York. Lead boutique client experience and drive luxury retail sales.
Overview
Richemont is a Swiss-based luxury goods group comprising several prestigious maisons across jewellery, watchmaking, leather goods and writing instruments. Renowned for artisanal craftsmanship and heritage marques, Richemont operates through semi-autonomous maisons that combine creative excellence with global retail networks.
Role & Responsibilities
- Define and deliver the boutique client experience at the Hudson Yards location, ensuring service standards align with maison-level expectations.
- Lead, coach and develop the sales team to optimize client acquisition, retention and lifetime value through personalised clienteling strategies.
- Drive CRM adoption and use client data to build targeted engagement campaigns and bespoke service flows.
- Manage day-to-day store operations in collaboration with store leadership, including visual presentation, stock replenishment and loss-prevention protocols.
- Own sales performance and KPIs; analyse results, implement corrective actions and present regular performance reports to regional leadership.
- Partner with merchandising, marketing and after-sales teams to execute in-store events, launches and bespoke client experiences.
- Handle client escalations with discretion, protecting brand reputation and ensuring premium service recovery.
Qualifications
- Proven people management capability with experience coaching teams to meet luxury retail targets.
- Demonstrable expertise in clienteling and CRM-driven sales strategies.
- Strong commercial acumen with the ability to analyse sales metrics and translate insight into action.
- Impeccable presentation and interpersonal skills appropriate to a luxury retail environment.
- Ability to work flexible retail hours, including weekends and peak trading periods.
Skills
Experience
Minimum 5 years of progressive experience in luxury retail, including at least 2 years in a supervisory or managerial capacity, with a proven record of driving boutique sales and elevating client experience.
Education
Bachelor's degree preferred or equivalent professional experience; background in business, hospitality, fashion or related disciplines advantageous.
Culture
Richemont cultivates a culture that values craftsmanship, discretion and long-term client relationships. The group encourages collaboration between maisons while preserving the creative autonomy of each brand, fostering a high-performance environment grounded in heritage and service excellence.