Summary
The Customer Relationship Manager develops localized strategies to grow and strengthen relationships with targeted client segments. This role leads client acquisition, retention, and tier migration efforts across shopping channels, using data and personalized experiences to drive loyalty and customer lifetime value.
Responsibilities
- Manage top-tier client portfolios and execute strategies for retention, spend migration, and portfolio growth.
- Own client development initiatives and collaborate on marketing events and store activations.
- Monitor clienteling metrics, report performance, and use data to address gaps and identify revenue opportunities.
- Lead corporate client development programs in partnership with store leadership and corporate teams.
- Champion CRM and clienteling technology, coaching sales associates on its use.
- Identify high-potential clients for private client programs and elevate VIP experiences.
- Engage high-value clients during activations and support sales teams with high-value transactions.
Requirements
- Four to seven years of experience in luxury retail, hospitality, or premium client relations, including CRM strategies or clienteling programs.
- Bachelor's degree in business, marketing, luxury brand management, or equivalent education and experience.
- Experience coaching, training, and motivating sales professionals.
- Strong analytical and business skills, including advanced Excel proficiency and the ability to translate data into operational direction.
- Excellent communication and interpersonal skills, including the ability to present to executives and build rapport with high-net-worth clients.
- Flexibility to work evenings, weekends, and holidays, and ability to perform physical tasks on a multi-level retail floor.
