Acne Studios is a progressive luxury house and through collaboration and curiosity, we set high aspirations and strive for excellence. We value everyone’s contribution and embrace feedback to develop ourselves and others. We aim to minimise our environmental impact across all our operations and to address societal challenges in the way we conduct our business.
As VIC & Clienteling Manager, North America at our New York City you willThe VIC & Clienteling Manager, North America builds the foundation of clienteling across Retail and Outlet stores in the region, turning global client strategy into practical, store-level programs that drive client recruitment, retention and development across every tier. This is a build role for someone who brings luxury clienteling expertise and the resourcefulness to deliver results. This role reports directly to the President, North America.
CULTURE OF COLLABORATION
We firmly believe that when you feel supported, included, and trusted, it enables you to enjoy your work and thrive in it. You will be a part of a team of colleagues with diverse roles and backgrounds, each with their unique skills and experiences.
WHAT YOU WILL DO
- Build the North America clienteling foundation, defining tier-based engagement standards from Prospect through Top VIC and a practical playbook for both full-price and Outlet stores, adapted from global strategy and guidelines
- Translate each global commercial block into a regional client plan covering Client Advisor outreach, appointments, events and gifting, adapting missions to local moments, store assortment, staffing and clienteling maturity
- Set clienteling objectives and targets by store, including ID rate, influenced sales, prospect capture and conversion, top client development and retention
- Embed clienteling ownership within store leadership, equipping Store Managers to drive objectives, lead CRM initiatives and ensure every Client Advisor builds, reviews and acts on a personal client development plan
- Partner with the Sales Trainer, North America to integrate clienteling into new hire onboarding and deliver targeted training on data capture, client follow-up, CRM missions and client development
- Own the quality of the regional client database, partnering with store leadership to raise data capture and keep client records accurate and complete
- Identify lapsed and at-risk clients and lead reactivation plans with stores to protect retained revenue
- Own the regional clienteling budget across events and gifting, designing scalable, experience-led formats for every tier, not only top clients, and tracking each activation against clear client and revenue objectives
- Build local prospecting networks with hotels, concierge services, stylists, galleries and facilitate introductions through client and community networks
- Act as the North America voice within the global client community, sharing local insights, best practices and feedback on clienteling tools with the Global Client Team
- Host VIC clients and support key client events on site, traveling regularly across the North America region with flexibility to work evenings and weekends around store and market needs
WHO YOU ARE
You have high aspirations and focus on details that create substantial impact. You enjoy working as a team and you embrace feedback to develop yourself and others. You are curious and thrive in a dynamic environment. Cooperation, respect, and clear communication are important, along with your ambition to learn and grow. If these qualities speak to you, we would love to have you on our team.
Specific personal qualities for this role:
- Solid background in clienteling, CRM or client development within a luxury brand, with hands-on experience building programs at store or regional level
- Builder mindset: resourceful, self-directed and comfortable creating structure from scratch with a lean team and budget, prioritizing what drives results
- Strong commercial mindset, comfortable working within the CRM team’s client data analysis to spot trends and new opportunities, then turning them into clear store-level actions with a measurable return
- Persuasive, credible communicator with store teams and senior leadership, able to coach Store Managers and Client Advisors and drive adoption without direct authority
- Deep understanding of the North American luxury client, including differences in client behavior across regional markets
- Client-centric, with a refined sense of hospitality and brand standards
Specific experience and knowledge for this role:
- Fluent in English
- Fashion-Luxury Retail background with 5+ years of clienteling or CRM experience across multiple stores or markets; experience in both full-price and outlet channels a plus, and a luxury hospitality background also considered
- Working knowledge of CRM and clienteling platforms and retail client KPIs such as ID rate, influenced sales, conversion and retention
- Strong project management skills, able to own timelines and deliverables across several initiatives in a fast-paced environment
- Experience adapting a global or HQ-led strategy for a regional or local audience
- Willingness and ability to travel domestically and internationally up to 25%
The compensation range is $135,000-150,000, plus company benefits. Actual compensation will be based on experience, skill and internal alignment.
What matters most to us is not whether you master all the listed knowledge and skills. We are dedicated to recognising the potential in each individual. We embrace diversity of people as well as ideas and viewpoints and encourage everyone's individual expression of their own identity.
