Reference code: JR131058
We are makers. Thinkers. Strategists. Storytellers. For over 150 years, we’ve been shaped by tradition, powered by progress, and driven by people. Join us as we celebrate the legacy of craftsmanship and the future of watchmaking, where every tick resonates with the heartbeat of time itself. Wherever your path started, we care where you want to go. Whether in Schaffhausen or somewhere else in the world, engineer your next step with us.
1. Client-Centric Strategy, Governance & Brand Image
Omnichannel Standard Setting: Define, lead, and safeguard the regional in-person client experience standards across all DTC boutiques and wholesale partner stores (HK, Macau, Taiwan, Hainan), ensuring absolute consistency with global brand guidelines.
Touchpoint & Hospitality Excellence: Architect and enforce a client-centric ecosystem at every physical touchpoint. This includes overseeing boutique ambience, elite hospitality rituals (e.g., welcome protocols, beverage service, and the yearly treatment/experience calendar), grooming standards, and after-sales service etiquette across the entire NEA network.
Wholesale & DTC Alignment: Champion the strategic alignment of the wholesale network with retail DTC standards, eliminating service discrepancies to project a unified, world-class luxury brand image.
Yearly Budget Planning & Resource Allocation: Formulate, forecast, and manage the annual operational budget for both the Client Experience and Training functions across the 4 NEA markets. Strategically allocate financial resources across regional Mystery Shopping operations, boutique hospitality amenities, yearly experience calendars, external local training vendors, and regional conference logistics to maximize ROI and ensure strict financial discipline.
Data Translation & Personalization: Partner closely with the CRM Manager to translate complex client data insights (segmentation, purchase behaviour) into actionable frontline service behaviours and highly personalized in-store reception strategies.
Performance Diagnostics: Own the regional and local Mystery Shopper program and NPS/CXE improvement roadmap, identifying qualitative service gaps and driving immediate, corrective action plans at the point of sale.
Competitor Intelligence: Benchmark competitor CX standards specifically in physical retail hospitality and client journey orchestration, feeding strategic insights into NEA CX development.
2. Full-Channel Commercial Excellence
Omnichannel Delivery Management: Ensure the highest levels of client service delivery across both retail and wholesale networks, acting as the primary liaison between the Commercial Director & Area Managers and frontline teams for flawless execution.
Elevated Journey Mapping: Design and implement sophisticated on-site client journeys—from digital appointment booking (coordinating with CRM for system integration) and boutique arrival, to product discovery, negotiation, payment, and farewell rituals.
Wholesale Collaboration: Oversee and audit the hospitality experience in partner locations, conducting regular joint visits with the Wholesale team to align partner staff with IWC’s elite service culture and strict brand presentation rules.
3. VIC & High-Value Client Engagement
Elite In-Person Hosting: Co-own the VIC client journey with the Client Development Manager. This role owns the in-person hosting standards, high-end hospitality protocols, and private salon experiences in boutiques.
Event & In-Store Hospitality Execution: Direct and execute the on-the-ground hospitality for exclusive brand activations, watchmaking masterclasses, and private viewing events, ensuring flawless execution that reflects a top luxury watch brand status.
Lifestyle Privileges Ecosystem: Cultivate a luxury hospitality network (luxury hotels, fine dining, private members' clubs) across the NEA markets to enhance the physical lifestyle privileges offered to IWC VICs, complementing the digital/CRM benefits managed by the CRM counterpart.
Qualitative Feedback Loops: Lead post-event client feedback collection (qualitative) and collaborate with CRM to integrate findings into the central database for future segmentation.
4. Advanced Training Strategy & Active Field Coaching
360° Curriculum Development: Design and implement a comprehensive 360° training curriculum for all DTC and wholesale frontline staff, focusing heavily on the IWC Selling Ceremony, advanced Product Storytelling, clienteling techniques, and service recovery.
Physical Product & Service Mastery: Develop and conduct high-touch, physical product and service training modules, ensuring teams have a deep, technical understanding of horological movements, complications, material innovations, and luxury service etiquette.
Rigorous Field Coaching: Dedicate 50%+ of time in-market at the POS level conducting active field coaching and side-by-side observation of real client interactions, providing real-time, constructive feedback to boutique managers and advisors.
Train-the-Trainer Leadership: Lead the “Train the Trainer” cascade model to upskill boutique managers, ensuring scalable, continuous performance improvement across the 4 NEA markets.
Candidate Profile & Requirements
Experience & Education
Luxury Industry Background: Minimum of 12+ years of progressive leadership experience within Retail Management, Client Experience, and/or Training in the Ultra-Luxury sector. Direct experience within Haute Horlogerie (Top Luxury Watch Brands) or High Jewelry is required.
Regional Track Record: Proven experience managing or supporting multi-market retail operations across NEA (Hong Kong, Macau, Hainan, Taiwan), with an expert grasp of local market nuances, travel retail dynamics, and cultural expectations.
Education: Bachelor’s degree in Business Administration, Luxury Brand Management, Hospitality, or a related discipline.
Skills & Competencies
Strategic Agility & Operational Grit: A strategic thinker capable of interfacing seamlessly with global corporate stakeholders (HQ/RIC) while maintaining the operational grit and passion required to conduct hands-on field coaching on the boutique floor.
Omnichannel Diplomat: Exceptional interpersonal and negotiation skills to collaborate productively with CRM, Client Development Manager, Commercial Managers, and wholesale partners, effectively driving wholesale alignment to DTC standards without creating friction.
Client-Centric Mindset: A deeply engrained dedication to customer centricity, luxury hospitality standards, and the meticulous details that define a top-tier luxury experience.
Horological Passion: Deep respect for Swiss watchmaking heritage, technical complications, and the storytelling ability required to emotionally engage high-net-worth individuals and watch collectors.
Languages: Native/Fluent command of English, Cantonese & Mandarin is required to communicate effectively across all regional teams and global HQ.
Mobility: Willingness to travel frequently (up to 50%+) within the NEA region for in-field coaching, training sessions, and boutique audits.