Vice President Client Relations, High Jewelry & Client Experience – North America

Description

Role: Vice President High Jewelry, Client Relations & Client Experience – North America

Reports to: President & CEO, North America

As part of the North America Executive Committee, the Vice President Client Relations, High Jewelry & Client Experience - North America shapes the zone’s holistic client strategy, uniting Client Relations, High Jewelry & Watches, and Client Experience into a singular, elevated vision. This role carries full commercial accountability for the High Jewelry and Watches business unit in North America, stewarding client engagement and experience standards that advance the high-end agenda. The Vice President ensures sustainable growth, exceptional client experiences, and disciplined execution across all client-facing initiatives, while upholding the highest standards of compliance and brand integrity.

As a senior business leader, the Vice President pairs strategic vision with distinguished, hands-on leadership to unlock commercial opportunity, deepen brand desirability, and cultivate high-performing teams. This role oversees the zone’s client ecosystem, encompassing Client Relations, the High Jewelry and Watches business unit, Client Experience, and HNW client engagement. Operating within a dual-reporting model, the role balances strong local market ownership with rigorous alignment to regional functional standards. Essential requirements include deep expertise in watches, a sophisticated understanding of high jewelry, HNW client dynamics, and the design of exceptional luxury experiences.

The Vice President collaborates closely with the President & CEO of North America, Global Client Relations, Market Vice Presidents, and functional leaders to translate strategy into clear priorities and impeccable execution. This role leads transformation across the client and high-end agenda, embedding new ways of working and raising the standards of clienteling, experience, and HNW engagement. The Vice President champions a culture of accountability, clienteling excellence, and continuous development, exemplifying the Company’s belief that "People Make the Difference."

Role Accountabilities:

• Business & Commercial Leadership:
o Own and elevate commercial performance across Client Relations, High Jewelry & Watches, and Client Experience to deliver targets and sustainable growth.
o Translate global/regional strategy into clear zone priorities with disciplined execution.
o Drive business through high-value client engagement and exceptional experiences, with a focus on Icon growth, HNW client acquisition, and quality of business.
o Apply strong commercial and financial discipline to performance, decision-making, and budget management.

• Client Relations:
o Build and lead the North America Client Relations strategy, with a focus on the cultivation of existing top clients, emerging clients, and new HNW client acquisition.
o Collaborate on and map the annual client engagement plan, ensuring seamless and elevated delivery.
o Engage personally with top clients and lead by example in cultivating enduring, high-value relationships.
o Manage and optimize the North America Client Relations calendar and budget.

• High Jewelry & Watches Business Unit:
o Commercial accountability for the High Jewelry and Watches business unit, with end-to end P&L ownership, sales targets, and category growth.
o Define and execute North America strategy for High Jewelry and Watches, ensuring sustainable growth and alignment with global priorities.
o Own commercial performance, including sales planning, forecasting, sell-through, conversion, and average price.
o Govern inventory, assortment, and stock productivity in partnership with Merchandising and Supply Chain.
o Lead the Watches business, owning commercial performance, allocations, and sellthrough.
o Lead end-to-end strategy and execution of in-store and virtual High Jewelry client activations, with measurable conversion and ROI accountability.
o Develop and elevate relationships with the HNW client network to convert engagement into business.
o Establish and govern the operating cadence, including business reviews and KPI governance.

• Client Experience:
o Define and own the Client Experience strategy for the zone, ensuring a seamless, elevated, and brand-right experience across every client touchpoint.
o Establish consistency in Tiffany’s luxury service standards, rituals, and expectations across markets and stores.
o Drive innovative client experience initiatives that enhance brand desirability.
o Partner with Market VPs and store leadership for consistent in-market execution of Client Experience standards.

• People Leadership & Talent Development:
o Build, attract, and retain a highly experienced and elevated team capable of executing successful client experiences and high-end commercial outcomes.
o Lead, coach, and develop direct reports, strengthening leadership capability and succession pipelines.
o Foster a culture of accountability, recognition, performance management, and inclusivity.

• Operational Excellence:
o Ensure operational discipline and consistency across the client agenda and HJ&W business unit, adhering to policies and procedures.
o Partner with Operations to enable seamless experiences and high-end transaction execution.
o Identify and implement efficiencies and best practices to enhance productivity, ROI, and client impact.
o Ensure strong execution with full compliance and audit discipline, including internal controls, gifting policies, and risk management.

• Zone & Cross-Functional Leadership:
o Act as a key member of the North America leadership team, contributing to broader business strategy.
o Operate as the regional functional leader for Client Relations, HJ&W, and Client Experience, ensuring consistency across markets.
o Partner closely with Market VPs under the dual-reporting model, providing functional direction to in-market teams.
o Collaborate with Global Client Relations, Merchandising, Client Development, Communications, and Retail for aligned execution.
o Act as a guardian of brand storytelling across all client touchpoints.
o Represent the zone externally with HNW clients, partners, and Patek Philippe to build strategic relationships and strengthen brand positioning.

Leadership Profile:

• Strategic yet pragmatic: Defines direction and ensures disciplined execution.
• Hands-on leader: Visible in the business, engaged with top clients and teams.
• Creative and innovative: Crafts distinctive and memorable client experiences that heighten brand desirability.
• Commercially driven: Full ownership of P&L, sales performance, and category growth in HJ&W.
• People developer: Builds elevated, highly experienced teams and future leaders.
• Client-focused: Consistently curates an elevated client journey that reflects the House’s standards and strengthens brand desirability.
• Integrator: Aligns multiple functions, markets, and stakeholders toward common goals under a dual-reporting model.
• Transformational leader: Leads change while maintaining momentum and execution excellence.

Qualifications:

• 10–15 years of senior leadership experience in luxury/consumer goods, specifically in Client Relations, High Jewelry, Watches, or Client Experience functions.
• Recent business unit or general management experience with full P&L accountability in high-end categories (HJ, Watches preferred).
• Strong knowledge of luxury and lifestyle categories, including jewelry, watches, fashion, accessories, or beauty.
• Deep watches knowledge and expertise, familiarity with high watchmaking landscape and prior partnership with high watchmaking houses preferred.
• Strong business and financial acumen, including P&L ownership, inventory/assortment governance, and budget/ROI management for high-investment client programs.
• Demonstrated track record of building and leading elevated teams capable of executing successful HNW client experiences and commercial outcomes.
• Strong leader adept at assessing, attracting, and developing diverse top talent.
• Conceptual thinker with a pragmatic approach to day-to-day execution.
• Strong problem solver capable of driving decision-making across complex, multi-stakeholder environments.
• Client-centric with a refined ability to deliver a distinctive, consistent, and elevated luxury experience across all touchpoints.
• Foreign languages (French, Spanish, Portuguese) a plus.
• Proficiency in PowerPoint and Excel.
• BA required; MBA preferred.

The hiring range for this position ranges between $250,000 and $300,000. The rate of pay offered will be dependent upon candidates’ relevant skills and experience. Management is also eligible for a bonus. 

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