Ralph Lauren Regional VIC & Clientelling Manager Italy

Ralph Lauren; Milano; In loco; EUR 50.000 - 70.000; Tempo pieno

Descrizione del lavoro

A global leader in luxury fashion is seeking a Regional Clienteling Manager in Milan to enhance client relationships and drive luxury branding initiatives. The ideal candidate will have at least 5 years of luxury retail experience, strong client relations skills, and a proactive approach towards managing client portfolios. This role is pivotal in implementing clienteling strategies and metrics to ensure excellence in customer service and satisfaction.

Competenze

• 5 years minimum of Luxury Retail experience.
• Deep knowledge and understanding of Luxury Business, customers, competitors and products.
• Previous people management experience.
• In-depth knowledge of developing and implementing excellence in customer service.

Mansioni

• Lead execution of VIC Development initiatives to build a client-centric culture.
• Ensure Clienteling tools are understood and leveraged at store level.
• Develop in-store programs to stimulate clienteling development.
• Accountable for all Clienteling metrics for the region.
• Provide training and coaching to upgrade relations with clients.

Conoscenze

Luxury Retail experience

Understanding of Luxury Business

People management

Customer service excellence

Commercial awareness

Verbal and written communication

Time management

Proactivity and motivation

Strumenti

MS Word

MS Excel

MS PowerPoint

MS Outlook

Descrizione del lavoro

Job Details

Company Description

Ralph Lauren Corporation (NYSE : RL) is a global leader in the design, marketing and distribution of premium lifestyle products in five categories : apparel, accessories, home, fragrances, and hospitality. For more than 50 years, Ralph Lauren's reputation and distinctive image have been consistently developed across an expanding number of products, brands and international markets. The Company's brand names, which include Ralph Lauren, Ralph Lauren Collection, Ralph Lauren Purple Label, Polo Ralph Lauren, Double RL, Lauren Ralph Lauren, Polo Ralph Lauren Children, Chaps, among others, constitute one of the world's most widely recognized families of consumer brands. At Ralph Lauren, we unite and inspire the communities within our company as well as those in which we serve by amplifying voices and perspectives to create a culture of belonging, ensuring inclusion, and fairness for all. We foster a culture of inclusion through : Talent, Education & Communication, Employee Groups and Celebration.

Position Overview

The Regional Clienteling Manager is responsible for Clienteling for the region, working closely with the Regional Manager and Store Managers, building and maintaining the client portfolio by contributing to the collective and individual performance of the regions Clienteling KPI's and objectives. To this end, he is responsible for the achievement of Region clienteling targets, supporting store managers and their sales team member trough setting strategies, planning in store moments activation and achieving challenging objectives following each steps in the clienteling process and metrics : data capture, contactability, prospecting, client outreach, appointments, and top tier client engagement, retention and HNW acquisition

Essential Duties & Responsibilities

• In partnership with the EMEA Clienteling team, launch and lead the execution of VIC Development initiatives in store build an effective client centric culture across the region, supporting stores in developing meaningful 1 : 1 relationships, leveraging all commercial and experience activations provided by corporate.
• Make sure that all Clienteling tools and activations are implemented, understood and leveraged at store level, driving key KPIs' and maximising ROI
• In partnership with the EMEA Experience and development team, develop and implement in-store programs to stimulate clienteling development and results
• Work closely with Regional Manager and Store Management to built an appropriate strategy and to select the right client profiles for local and global client activations in-store and off-site
• Accountable for all Clienteling metrics for the regional (data capture, Clienteling sales, client outreach, appointments, retention...)
• Be an ambassador leading by example on all clienteling aspects from welcoming clients to entertaining clients during in-store and off-site events
• Ensure the successful adoption of the Clienteling app among the store management and the Sales Associates
• Recruit New potential VICs within and outside of the store
• Develop a comprehensive acquisition strategy to accelerate HNW growth for Italy leveraging key partnership in alignment with marketing / Clienteling
• Recruit and acquire new HNW clients, delivering personalized and Bespoke development plans
• Drive effective prospect conversion rates across retail events
• Provide and delivery training, motivation and coaching to all Store Manager and sales staff to upgrade their ability to create and develop strong relations with clients
• Retain and develop the existing VIC portfolio With a focus on HNW clients build an effective client development strategy looking at all trade in, up and across opportunities
• Constantly monitor and coach Sales Associates on data collection to enrich the data base
• Highlight the importance of customer retention and being a service-centric leader through role play, morning huddle and be spoke Meeting.
• Proactively support to identify lapsing clients and implement actions to re-engage with them
• Manage the regional store empowerment budget to treat VICs and enhance the instore experience
• Champion client experience and leading with luxury lifestyle
• Ownership of the client experience in store, stimulate store teams to prepare, execute and follow up Private Appointments.
• Develop Operational standard procedure for clienteling.
• Facilitate and support out of store lunches or dinners with VIC and deputy client advisor
• Help the team to deep-dive client profiles, behavior and preferences to personalize the experience
• In view of the exposure to events and to protect the customer data privacy, we request that you adhere to the Global Media and Social Policy.

Experience, Skills & Knowledge

• 5 years minimum of Luxury Retail experience
• Deep knowledge and understanding of Luxury Business, customers, competitors and products
• Previous people management experience
• In-depth knowledge of developing and implementing excellence in customer service and client relations
• Commercial awareness
• Ability to be pro-active and self-motivated
• Flexibility with hours to suit the business needs
• Excellent verbal and written communication skills. Ability to communicate down, across and up within the organization.
• Excellent time management skills with the ability to prioritize workloads to meet deadlines
• Usable knowledge of computer software (MS Word, MS Excel, MS PowerPoint, MS Outlook).