Manager, Customer Relationships

Summary

The Customer Relationship Manager leads localized strategies to acquire, retain, and develop high-value clients across shopping channels. The role uses customer insights and performance data to strengthen client relationships, increase loyalty, and drive store growth.

Responsibilities

• Develop and manage strategies for top-tier client portfolios, retention, and customer growth.
• Monitor clienteling KPIs and translate data into actionable store strategies.
• Coach sales associates on client development practices and CRM technology.
• Partner with store leadership and Brand Experience to deliver client programs, VIP events, and personalized experiences.
• Engage high-value clients and support sales teams during key activations.

Requirements

• 4-7 years of experience in luxury retail, hospitality, or premium client relations, including CRM or clienteling strategy.
• Bachelor's degree in business, marketing, luxury brand management, or equivalent experience.
• Experience coaching and motivating sales professionals.
• Strong analytical skills, Excel proficiency, communication skills, and ability to present insights to executives.
• Flexibility to work evenings, weekends, and holidays, and ability to navigate the retail floor and carry materials up to 10 pounds.