Regional VIC & Clientelling Manager Italy

Ralph Lauren; Milano; In loco; EUR 60.000 - 80.000; Tempo pieno

Descrizione del lavoro

A premium luxury brand seeks a Regional Clienteling Manager in Milan to develop client relationships and drive clienteling metrics. The ideal candidate has over 5 years of luxury retail experience and strong leadership skills. Responsibilities include launching initiatives, training store teams, and managing a client portfolio. This role offers an opportunity to shape client engagement strategies in a dynamic retail environment.

Competenze

• 5 years minimum of Luxury Retail experience.
• Deep knowledge of Luxury Business, customers, competitors and products.
• Excellent verbal and written communication skills.

Mansioni

• Lead Clienteling initiatives supporting stores in developing relationships.
• Accountable for Clienteling metrics and sales.
• Recruit and acquire new HNW clients.

Conoscenze

Luxury Retail experience

Excellent communication skills

Time management

Commercial awareness

Proactive and self-motivated

Strumenti

MS Word

MS Excel

MS PowerPoint

MS Outlook

Descrizione del lavoro

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 treh 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 upwithin 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).