Luxury Clienteling & VIC Experience Lead

BoF Careers; Hong Kong; On-site; HKD 900,000 - 1,200,000; Full time

Job summary

Ralph Lauren Corporation in Hong Kong seeks a VIC Manager to lead clienteling for the HKMO stores, building and retaining relationships with top clients, and driving sales and brand loyalty through personalized experiences.

You will set service standards, manage CRM, coordinate with stores and marketing, and design VIC-exclusive experiences, events, and lifecycle programs, while upholding privacy and compliance.

Qualifications

• 5-8+ years in luxury fashion retail, client development, CRM, or hospitality (premium segment).
• Proven track record managing top-tier clients and delivering measurable business impact.
• Strong omnichannel understanding (in-store, digital, remote selling, appointment-based services).
• Experience designing client events and measuring ROI, with excellent project management skills.

Responsibilities

• Own VIC portfolio across HKMO; define tiering and upgrade/downgrade rules.
• Develop 12-18 month client development plans for acquisition, onboarding, growth, retention, and reactivation.
• Lead weekly client reviews with stores; monitor KPIs like repeat purchase, AOV, retention, and NPS/CSAT.
• Design VIC-exclusive experiences; manage events and partnerships; ensure privacy and compliance.

Skills

Luxury clienteling

CRM tools

Omnichannel

Project management

Client development

Tools

CRM software

Job description

Ralph Lauren Corporation in Hong Kong seeks a VIC Manager to lead clienteling for the HKMO stores, building and retaining relationships with top clients, and driving sales and brand loyalty through personalized experiences.

You will set service standards, manage CRM, coordinate with stores and marketing, and design VIC-exclusive experiences, events, and lifecycle programs, while upholding privacy and compliance.