Summary
The Customer Relationship Manager develops localized strategies to acquire, retain, and grow relationships with targeted luxury client segments. This role leads clienteling efforts, helps maximize customer lifetime value, and uses performance data to strengthen loyalty and sales across shopping channels.
Responsibilities
- Manage top-tier client portfolios and create strategies for retention, spend migration, and portfolio growth.
- Develop and execute client development plans and collaborate with Brand Experience on relevant events.
- Monitor clienteling KPIs, identify performance gaps, and translate data into actionable store strategies.
- Lead corporate client development programs and coach associates on CRM tools and clienteling technology.
- Identify high-potential clients for private client programs and support VIP experiences, activations, and high-value transactions.
Requirements
- 4-7 years of experience in luxury retail, hospitality, or premium client relations, including CRM strategy or clienteling programs.
- Bachelor's degree in a related field or equivalent education and professional experience.
- Experience coaching, training, and motivating a diverse team of sales professionals.
- Strong analytical skills, business acumen, Excel proficiency, and ability to turn data into operational recommendations.
- Excellent communication and interpersonal skills, including experience engaging executives and high-net-worth clients.
- Flexibility to work evenings, weekends, holidays, and store events; ability to navigate a multi-level retail floor and lift or carry materials up to 10 pounds.
