Manager, Customer Relationship

Job Description:

A Client-Centric Strategist: You have a deep understanding of the luxury consumer mindset and know how to map data insights to personalized client experiences.
An Inspiring Coach: You excel at influencing behavior, motivating retail sales teams, and driving the adoption of modern clienteling tools and technologies.
An Analytical Problem Solver: You are comfortable digging into performance metrics, identifying trends, and translating KPIs into actionable store strategies.
A Collaborative Partner: You build strong cross-functional relationships with Store Leadership, Brand Experience, and Corporate teams to deliver unified brand initiatives. Manage Top-Tier Portfolios: Serve as the store and market expert on Most Valuable Clients (MVC), designing and executing high-touch strategies focused on retention, spend migration, and organic portfolio growth.
Drive Client Development Strategy: Own and deploy the tactical roadmap required to achieve key Client Development KPIs, collaborating cross-functionally with the Brand Experience team to ensure marketing events align with client opportunities.
Analyze and Optimize KPIs: Rigorously monitor and report on store clienteling metrics (e.g., trip frequency, tier migration, cross-channel engagement), using data to address performance gaps and unlock new revenue streams.
Lead Store-Wide Initiatives: Spearhead the roll-out of all corporate Client Development programs in partnership with the General Manager, Store Leadership and Client Experience and Selling Strategy teams.
Champion Clienteling Technology: Act as the primary champion and subject matter expert for the Connect app and proprietary CRM software, coaching Associates on how to leverage digital insights to deepen client relationships.
Elevate VIP Experiences: Identify high-potential clients for elite Private Client Relations (PCR) programs, ensuring access to ultra-exclusive, hyper-personalized brand experiences.
Enhance In-Store Activations: Partner with Brand Experience to strategically integrate clienteling objectives into localized events, high-end Fitting Room Experiences, and VIP trunk shows.
Engage High-Value Clients: Interact directly with top-tier clients during key activations, acting as a brand ambassador and supporting sales teams in closing high-value transactions.

 

Exemplar Luxury Group is an equal employment opportunity employer and is committed to providing reasonable accommodations to applicants with disabilities. If you are interested in applying for employment with Exemplar Luxury Group and would like to request special assistance or an accommodation, please contact candidatesupport@exemplarluxury.com.

Compensation for this role varies by geographic location. The listed range reflects multiple markets, including higher-cost areas. Actual starting pay will be determined based on work location, experience, and other job-related factors.