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

Client Relationship Manager