Clienteling & Client Experience Manager

Buscojobs; Lombardia; In loco; EUR 60.000 - 90.000; Tempo pieno

Descrizione del lavoro

A luxury brand in Italy is seeking a Clienteling & Client Experience Manager to elevate the client journey and enhance customer satisfaction across retail and digital channels. The ideal candidate will have over 5 years of experience in customer experience roles, strong skills in CRM tools, and a proven track record in strategic client engagement. This position offers an exciting opportunity to shape premium brand experiences.

Competenze

• 5+ years in customer experience or clienteling roles.
• Experience with CRM systems and omnichannel strategies.
• Strong analytical skills to interpret customer data.

Mansioni

• Elevate the client journey across all touchpoints.
• Design and continuously improve clienteling strategies.
• Monitor and analyze customer satisfaction metrics.

Conoscenze

Client Relationship Management

Data Analysis

Customer Experience Strategy

Training & Development

Formazione

Bachelor's degree in Business or related field

Strumenti

CRM Software

Descrizione del lavoro

Tradition and innovation decline according to the standards of quality and luxury. Here is the vocation of Santoni: the continuous pursuit of excellence. Since 1975, we are "Builders of beauty," with commitment and passion devoted daily to realizing a project in which we have invested time and love, embracing culture and Italian manufacturing tradition.

The secret of our success lies in the value of Santoni's people—those engaged with us who share our passion and ethics. Intelligence, imagination, and intuition guide our strategic choices. To expand our workforce, we are looking for a Clienteling & Client Experience Manager.

Mission:

The Clienteling & Client Experience Manager will be responsible for elevating the client journey across all touchpoints, with a primary focus on retail clienteling, omnichannel engagement, and customer satisfaction. Acting as a bridge between Digital, Retail, and CRM teams, the role ensures that every customer interaction—whether online or offline—reflects the excellence, personalization, and exclusivity of the Santoni brand.

Key Responsibilities:

1. Design, implement, and continuously improve a structured clienteling strategy leveraging our CRM and Clienteling App.
2. Collaborate with retail teams to define client segmentation, contact cadence, and personalized client actions (remote selling, re-engagement, special previews, post-sale care).
3. Drive adoption of clienteling tools in-store through training, KPIs, and incentives.
4. Support the roll-out of Order on Behalf and remote checkout flows across omnichannel systems.

Client Experience & Journey Mapping

1. Map the full customer journey across digital and physical touchpoints.
2. Collaborate with e-commerce, digital concierge, and retail teams to define frictionless, premium experiences.
3. Create guidelines and rituals to elevate service (e.g., gifting moments, thank-you gestures, luxury after-sales).
4. Partner with the Digital Marketing team to create lifecycle campaigns for first purchase, repurchase, lapsed users, etc.

Customer Data, Insights & Feedback

1. Monitor and analyze CSAT, NPS, and qualitative feedback from both retail and online customers.
2. Support the implementation of post-purchase surveys and feedback loops across e-commerce and boutiques.
3. Partner with CRM team to leverage customer data for personalization and predictive engagement.

Retail & Staff Enablement

1. Act as the voice of the customer to Retail Management and HQ, surfacing insights and proposing improvements.
2. Work closely with Store Managers and client advisors to activate luxury client journeys and improve in-store experience.
3. Own the playbook and training materials for clienteling best practices.

Omnichannel KPIs & Reporting

1. Define KPIs to measure the effectiveness of clienteling actions and experience enhancements (e.g., client reactivation rate, repurchase rate, store-driven online sales).
2. Present regular reports to senior management on progress and business impact.