Summary
The Customer Relationship Manager develops localized strategies to grow and strengthen relationships with targeted client segments. This role leads clienteling initiatives, supports Sales Associates, and uses data to drive client acquisition, retention, and loyalty across shopping channels.
Responsibilities
- Develop high-touch strategies for top-tier clients to support retention, spending growth, and portfolio development.
- Lead client development programs and collaborate with Brand Experience and store leadership on events and activations.
- Analyze clienteling metrics, identify performance gaps, and translate data into actionable store strategies.
- Coach Sales Associates on CRM tools and clienteling technology, including the Connect app.
- Identify clients for Private Client Relations programs and support high-value transactions and VIP experiences.
Requirements
- Four to seven 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 education and experience.
- Experience coaching and motivating sales professionals to meet performance goals.
- Strong analytical and business skills, Excel proficiency, and the ability to turn data into operational direction.
- Excellent communication and interpersonal skills, including the ability to engage executives and high-net-worth clients.
- Availability to work evenings, weekends, and holidays; ability to navigate a multi-level retail floor and carry materials up to 10 pounds.
