Insider Talks - Karina Cernko on the Importance of Luxury Consumer Experience

Discover the latest instalment of our Insiders Talk series, featuring Karina Cernko, regional retail manager at Cartier, whose cross-industry background renders her an expert in luxury consumer experience. 

Karina Cernko started her career in customer service, working in luxury hospitality at Marriott International. After nearly ten years with the chain, the Berlin-based expert moved on to retail, snagging roles at Nespresso, Apple and Richemond. Throughout her professional journey, Cernko learnt valuable skills that enabled her to develop a deep understanding of consumers’ needs, and in turn, boost their overall satisfaction.

Cernko’s goal is to create the finest in-store experience, which she typically does through extensive analysis of a brand’s identity. “It doesn’t matter how much experience you have, because before you do something, you need to understand the brand you are working for,” she says.

From understanding the fundamentals of a brand’s inner-workings to how to be an impactful leader to tips on the recruitment process, here the Cartier manager shares the tools that made her career so successful.

Catch up on Insiders Talk now to learn everything you need to know about working in luxury customer services.