In-Store Clienteling Director | NBS

LVMH; Greater London; Hybrid; GBP 90,000 - 150,000; Full time

Job summary

Louis Vuitton in London is seeking an In-Store Clienteling Director to drive omnichannel client development, growing the local client base and maximizing long-term client value through high-impact appointments and exclusive brand experiences.

You will coach store teams, manage CRM usage, and partner with the Client Service Centre to ensure seamless client service across in-store and digital touchpoints, events and VIP experiences.

Qualifications

• Leadership experience in luxury retail or clienteling.
• Strong communication and relationship-building skills.
• Analytical mindset with ability to drive client development.
• Proven ability to coach and develop teams.

Responsibilities

• Reinforce In-Store Clienteling across the store and tools.
• Coach the team to build long-term client relationships.
• Coordinate client communications and follow-ups via CRM.
• Support events and private appointments to strengthen engagement.
• Define clienteling priorities with store leadership and budget alignment.
• Collaborate with sales to target clients for events and activations.

Skills

People development

Priority management

Business development

Relationship building

Communication

Tools

CRM tools

DREAM platform

Job description

As the in-store In-Store Clienteling Directoryou will implement omnichannel client development strategies to grow and retain the local client base, maximizing conversion and long-term client value through high-impact appointments. Systematically cultivate VIC relationships and elevate engagement across all touchpoints, from in-store discovery to digital follow-up, international events, and exclusive brand experiences.

Job responsibilities

Reinforce In-Store Clienteling

• Ensure that existing LV tools are available and used properly and proactively in store (including ICON, MyCC, LV Publishing, LV Catalogue); provide guidance, training where necessary, and share usage best practices
• Support the implementation of new clienteling tools; animate and follow through roll out across the retail network
• Proactively collate feedback from stores on existing tools and business needs, sharing comments with the EMEA Zone and providing agreed local solutions/adaptations where necessary to achieve goals

Develop & Drive In-Store Clienteling Mindset

• Champion a strong clienteling culture within the store, coaching the team to build, develop and retain long-term client relationships.
• Share best practices with the store team and support Client Advisors in achieving their individual client development objectives through regular floor presence, team briefings and targeted coaching.
• Act as the key point of contact between the Client Service Centre and the store, ensuring efficient resolution of client queries and follow-up.
• Support the organization and execution of client and press events, private appointments and in-store experiences to strengthen client engagement and loyalty.
• In partnership with the Store Manager and Client Manager, define store clienteling priorities and activities aligned with business objectives and available budgets.
• Collaborate with the sales team to define client targeting strategies, ensuring the right clients are invited and engaged for store events and activations.
• Support the execution and follow-up of clienteling initiatives, ensuring high attendance, strong engagement and measurable business results.
• Contribute to the development and execution of targeted client communications, including mailings, e-mailings and personalized outreach.

Client Development

• Drive the development of the store’s top clients by creating personalized and memorable in-store experiences.
• Identify and cultivate high-potential clients, supporting Client Advisors in recruitment and long-term relationship building.
• Coordinate client gifting initiatives aligned with brand guidelines and store client development priorities.
• Identify and nominate suitable clients for exclusive brand experiences, events and special activations when applicable.

CRM & Client Database Management

• Use CRM tools and client data to generate insights and actionable recommendations to support store performance.
• Ensure high standards of data capture and data quality, coaching the team on best practices in client data collection and maintenance.
• Promote and optimize the use of DREAM within the store through training and continuous support to the team.
• Review the store’s client portfolio structure, identifying opportunities for recruitment, retention and reactivation.
• Monitor the performance and ROI of clienteling actions, adjusting strategies where needed to maximize results.
• Support the team in client segmentation, profiling and targeting to ensure effective and personalized outreach.
• Regularly review client allocation across the team to ensure balanced ownership and continuity of relationships, including transitions when team members leave

Profile

• You are a people developer and know how to manage performance
• You are skilled in priority management
• You are adept at business development, influential and analytical
• You are strong in relationship building and you are an excellent communicator
• You are proficient in problem-solving & conflict resolution

Additional information

Team Development

• Coach and support Client Advisors in developing strong clienteling habits and best practices in daily activities.
• Foster a collaborative and client-focused team culture, motivating the team to achieve store and client development objectives.
• Deliver on-the-floor coaching and training related to CRM tools, clienteling techniques and personalized client engagement.
• Ensure all team members act as true ambassadors of the brand, embodying the brand values and delivering exceptional client experiences aligned with the store’s strategy.
• Management of different other clients touchpoints to enhance client experience

Founded in Paris in 1854, Louis Vuitton perpetuates the ambitious vision of its namesake. From his origins as a master trunk maker, manufacturing boxes used to pack both everyday objects as well as voluminous wardrobes, Louis Vuitton and his successors introduced numerous innovations including the advent of the flat-top trunk, lightweight canvas, signature patterns, and the tumbler lock. Today, Louis Vuitton’s legacy is expressed through its rigorous spirit of innovation, the boldness of its creations and an uncompromising demand for excellence.

Crafting Dreams Starts With Yours

At LVMH, people make the difference in the art of crafting dreams.
Our people fuel our dynamic, entrepreneurial culture. We value collective ambitions, encouraging our talents to push boundaries and champion a curious, audacious state of mind. Our commitment to excellence is reflected in nurturing every individual with a growth mindset and development opportunities, consistently empowering them to reach their full potential. We are actively committed to positive impact through an inclusive environment that supports and gives back to our talented community.
Join us at LVMH, where your talent is at the heart of our collective successes.