Client Experience Lead — Luxury Retail

Giorgio Armani; Milano; In loco; EUR 40.000 - 50.000; Tempo pieno

Descrizione del lavoro

Giorgio Armani in Milan is seeking a Client Experience Manager to lead luxury retail operations at the flagship store. You will guide the sales floor, coach Client Advisors, and optimize floor zoning to deliver an elevated, brand-faithful client journey.

You will analyze store KPIs, drive commercial action plans, and manage VIP client relationships with diplomacy and discretion, ensuring flawless service in a dynamic luxury environment.

Competenze

• At least 5 years of retail experience in a structured managerial role within the Luxury Retail sector.
• Proven track record of managing and driving performance in a high-volume flagship store environment.
• Fluency in both Italian and English.
• Strong background in coaching and mentoring large, diverse teams while fostering accountability.
• Solid capability to interpret complex retail metrics and convert data into successful floor strategies.
• Proven experience in handling demanding VIP client relationships and complex conflict resolution with absolute poise.
• Highly organized, methodical, and solution-oriented mindset with the agility to adapt quickly to changing retail dynamics.

Mansioni

• Preside over the sales floor to ensure all activities run smoothly, resolving operational obstacles in real time and maintaining luxury brand standards
• Provide daily on-the-floor coaching and structured feedback to Client Advisors and Department Managers to develop sales techniques and client relationship skills
• Optimize sales force positioning and floor zoning based on traffic flows, commercial priorities, and store operational needs
• Analyze store KPIs and convert data into short- and medium-term commercial action plans, translating business goals into concrete daily priorities for the teams
• Coordinate communication between departments to ensure total alignment on standards and support Department Managers in developing their teams
• Act as the ultimate custodian of the brand’s service culture, ensuring every customer touchpoint reflects the luxury identity of the house
• Handle complex customer escalations, complaints, and VIP client requests with high diplomacy, absolute poise, and discretion

Conoscenze

Retail management

Coaching

Data analysis

VIP client care

Italian-English fluency

Descrizione del lavoro

Giorgio Armani in Milan is seeking a Client Experience Manager to lead luxury retail operations at the flagship store. You will guide the sales floor, coach Client Advisors, and optimize floor zoning to deliver an elevated, brand-faithful client journey.

You will analyze store KPIs, drive commercial action plans, and manage VIP client relationships with diplomacy and discretion, ensuring flawless service in a dynamic luxury environment.