HOSPITALITY & VIP EXPERIENCES MANAGER

Hospitality & Vip Experiences Manager

As the Hospitality & VIP Experiences Manager, you will be the strategic and creative orchestrator of unparalleled exclusive experiences for our esteemed clients, editors, celebrities, and ExCo members. Reporting to the Head of Hospitality & VIP Treatment, your role is pivotal in elevating brand hospitality and ensuring an exceptional guest journey across all international activations, fostering a global culture of hospitality excellence aligned with luxury retail standards and the Maison's brand strategy.

Key Responsibilities

1. Strategic Activations & Event Orchestration

• Lead the comprehensive planning, design, and execution of exclusive VIP experiences and international events (e.g., lunches, cocktails, bespoke activations), ensuring flawless guest journeys from invitation to post-event follow-up. This includes defining creative briefs, selecting agencies, managing budgets, and aligning events with commercial ambitions.
• Drive the artistic and thematic direction for all major global events, encompassing gastronomy (chef selection, menu validation), table artistry (decor, floral), and bespoke artistic programming (talent sourcing, choreography, sound design).
• Lead the strategic development and curation of central Experience Catalogs, including Savoir-Faire and Heritage experiences. Implement ultra-personalization strategies for guests in collaboration with CRM and Sales teams, including tailored gifting and concierge services.
• Produce high-level internal communications, animate immersive seminars, and prepare comprehensive post-event reports to evaluate KPIs, ROI, and ROO.

2. Global Hospitality Projects & Retail Elevation

• Head the structural development of global hospitality projects, curating and designing experiential content and journeys in partnership with internal teams and specialized partners.
• Elevate the retail customer experience by leading guest experience programs, training retail teams on hospitality standards, and integrating compelling brand narratives.
• Continuously update and manage the Global Hospitality Playbook, developing guidelines for various occasions. Oversee the development of branded hospitality items, conduct budget analyses, and track global hospitality performance metrics.
• Consolidate strategic briefs and business requirements for the development of various CVIP features and digital tools.

3. Cross-Functional Collaboration & Team Leadership

• Direct, inspire, and manage a team of professionals, setting clear objectives, conducting annual reviews, and fostering a collaborative, innovative work environment.
• Elaborate international strategic guidelines for regional deployment, ensuring brand image homogeneity. Develop a worldwide supplier directory and toolboxes for markets.
• Create and pilot a global reporting tool for local initiatives and produce a quarterly internal newsletter on experiences and events.
• Actively participate in international High Jewelry itinerance, supervising on-site execution to ensure alignment with headquarters' standards, and leverage market presence to identify new trends.

Profile

• Minimum 10 years of experience in luxury hospitality, guest experience, or client relations, preferably within a Maison or hotel renowned for service excellence. Event management experience is a plus.
• Deep knowledge of luxury hospitality standards, client treatment, and the ability to anticipate needs and craft thoughtful, memorable experiences.
• Exceptional project management (budgets, timelines), organizational, multitasking, relationship-building, diplomacy, and cross-cultural communication skills.
• Fluent in English and French (spoken and written).
• Client-centric, discreet, autonomous, proactive, with a strong sense of ownership and service excellence.
• Willingness to travel frequently internationally for on-site event coordination.