Client Engagement & Retail Excellence Manager

AQUAZZURA; Firenze; In loco; EUR 60.000 - 80.000; Tempo pieno

Descrizione del lavoro

A luxury footwear brand is seeking a Client Engagement & Retail Excellence Manager to elevate client experiences across retail channels. Responsibilities include developing clienteling programs and collaborating with retail teams. Candidates should have 5–8 years in luxury retail, excellent communication skills, and be fluent in Italian and English. This position is based in Florence or Milan and requires travel.

Competenze

• 5–8 years of experience in client engagement, clienteling, CRM, or retail excellence roles in the luxury retail sector.
• Strong understanding of retail operations and client development techniques.
• Fluent in Italian and English (written and spoken).

Mansioni

• Develop and implement global clienteling programs that support store teams in building long-term relationships.
• Monitor and report on client engagement metrics, identifying opportunities for improvement.
• Drive the implementation of global retail excellence standards.

Conoscenze

Client engagement

CRM management

Analytical skills

Communication skills

Stakeholder management

Strumenti

CRM tools

Descrizione del lavoro

Founded in 2011 by Colombian designer Edgardo Osorio, AQUAZZURA is a luxury footwear brand based in Florence. Striking the perfect balance between modern designs and impeccable craftsmanship, AQUAZZURA’s elegant, timeless styles for women of all ages are crafted with attention to detail and a focus on wearability.

In the past nine years, AQUAZZURA has become available in over 58 countries within the top retailers of the world with boutiques in Florence, London, New York, Miami, Doha, Dubai, Milan, São Paulo, and Capri.

Location: Florence or Milan. We are looking for a dynamic and strategic Client Engagement & Retail Excellence Manager to lead the implementation of client-centric strategies across all retail channels globally.

This role will be responsible for elevating the client’s experience through effective clienteling, CRM, VIC programs, and training, while ensuring consistent excellence in retail execution and service culture.

Responsibilities:

• Develop and implement global clienteling programs that support store teams in building long-term, meaningful relationships with clients.
• Provide tools, training, and KPIs to ensure a consistent approach to client development across markets.
• Monitor and report on client engagement metrics, identifying opportunities for improvement and innovation.
• Support the design and execution of a global VIC strategy.
• Collaborate with global retail teams to identify and engage top clients through personalized journeys and exclusive experiences.
• Ensure effective tracking and measurement of VIC performance and retention.
• Work closely with CRM to optimize client segmentation, outreach strategies, and campaign effectiveness.
• Champion a data-driven culture to personalize the client experience across retail channels.
• Partner with IT to enhance clienteling tools usability for store teams.
• Drive the implementation of global retail excellence standards to elevate in-store service and operational performance.
• Collaborate to design and roll out training modules focused on client service, clienteling, and product knowledge.
• Conduct regular field visits and feedback sessions to ensure training programs translate into measurable improvements.

Requirements:

• 5–8 years of experience in client engagement, clienteling, CRM, or retail excellence roles in the luxury retail sector.
• Strong understanding of retail operations and client development techniques.
• Proven track record of managing CRM or clienteling tools and training initiatives.
• Excellent communication, stakeholder management, and presentation skills.
• Analytical mindset with the ability to interpret client data and translate insights into actions.
• Fluent in Italian and English (written and spoken); additional languages are a plus.
• Availability to travel.