Luxury Client Experience Lead (Flagship Store)

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 for our Emporio Armani flagship store. You will oversee daily floor operations, coach the sales team, and ensure a seamless luxury client journey that reflects the brand’s heritage.

You will analyze KPI data, optimize floor zoning, drive commercial decisions, and handle VIP client relations with diplomacy and discretion, requiring Italian and English fluency and five years of luxury retail leadership.

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

Team leadership

KPI analysis

VIP client handling

Descrizione del lavoro

Giorgio Armani in Milan is seeking a Client Experience Manager for our Emporio Armani flagship store. You will oversee daily floor operations, coach the sales team, and ensure a seamless luxury client journey that reflects the brand’s heritage.

You will analyze KPI data, optimize floor zoning, drive commercial decisions, and handle VIP client relations with diplomacy and discretion, requiring Italian and English fluency and five years of luxury retail leadership.