Job Title: Client Relations Manager (Luxury Watches & Jewellery)
Role Overview
We are seeking a highly experienced Client Relations Manager to lead the development, retention, and elevation of a high-value VIP client portfolio within a leading luxury watches and jewellery maison.
This role is ideal for a former Boutique Manager / Store Director / Senior Sales Leader who is ready to transition from in-store leadership into a more strategic, client-development and CRM-focused position.
You will design and deliver bespoke client journeys, high-touch experiences, and exclusive events, ensuring exceptional long-term engagement with HNW/UHNW clientele.
Key Responsibilities
1. VIP Client Development & Relationship Management
- Manage and grow a portfolio of high-net-worth (HNW) and ultra-high-net-worth (UHNW) clients
- Develop personalised, long-term client strategies to increase loyalty and lifetime value
- Re-engage dormant (sleeping) clients through targeted outreach and tailored experiences
- Maintain strong, discreet relationships with top-tier collectors and VIC clients
2. Bespoke Client Experience & Journey Design
- Design and execute end-to-end luxury client journeys (pre-visit, in-boutique, after-sales)
- Deliver highly personalised experiences aligned with brand DNA and client profile
- Collaborate with boutique teams to ensure seamless clienteling execution
3. Events & Client Activations
- Plan and execute VIP events, private viewings, trunk shows, and high-jewellery/watches previews
- Curate exclusive experiences (art, fashion, gastronomy, travel partnerships)
- Manage guest lists, invitations, and post-event follow-ups to maximise conversion and engagement
4. CRM & Client Insights
- Leverage CRM systems to analyse client behaviour, purchase patterns, and segmentation
- Identify opportunities for upselling, cross-selling, and category expansion
- Track KPIs including client retention, event ROI, and repeat purchase rate
- Provide insights and reporting to Retail & Marketing leadership
5. Boutique & Retail Team Collaboration
- Work closely with Boutique Managers and Sales Associates to support VIC strategies
- Coach retail teams on clienteling best practices and VIP handling
- Support high-value transactions and complex client negotiations when needed
6. Brand Representation
- Act as an ambassador of the maison in all client-facing interactions
- Uphold the highest standards of discretion, service excellence, and luxury etiquette
- Maintain strong awareness of market trends, competitor activity, and client expectations
Requirements
- Minimum 8–12 years of experience in luxury retail (watches, jewellery, or comparable ultra-luxury segments)
- Proven track record as:
- Boutique Manager / Store Director / Assistant Store Manager (luxury preferred)
- Strong experience managing VIP / VIC / HNW client portfolios
- Deep understanding of clienteling, CRM, and luxury retail operations
- Experience in events, private client experiences, or bespoke services
- Fluent in English and Mandarin (written & spoken)
- Strong interpersonal, storytelling, and relationship-building skills
- High emotional intelligence, discretion, and cultural sensitivity
- Comfortable transitioning from retail floor to office + client strategy hybrid role
Ideal Profile
- Former luxury Store Manager / Boutique Director ready to step into CRM/client development
- Strong existing network of affluent clients is a major advantage
- Passion for watches, jewellery, craftsmanship, and ultra-luxury service
- Naturally proactive, commercially aware, and relationship-driven
What This Role Offers
- Transition from retail operations → strategic client development
- Exposure to global VIP clientele and high-jewellery / haute horlogerie events
- Opportunity to shape client strategy at brand level
- High autonomy in building client engagement initiatives
