Clienteling & Client Experience Manager

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 the realization of a project in which we have invested time and love for culture and the 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 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. Collaborate with retail teams to define client segmentation, contact cadence, and personalized client actions (remote selling, re-engagement, special previews, post-sale care). Drive adoption of clienteling tools in-store through training, KPIs, and incentives. Support the roll-out of Order on Behalf and remote checkout flows across omnichannel systems.
2. Client Experience & Journey Mapping Map the full customer journey across digital and physical touchpoints. Collaborate with the e-commerce, digital concierge, and retail teams to define frictionless, premium experiences. Create guidelines and rituals to elevate service (e.g., gifting moments, thank-you gestures, luxury after-sales). Partner with the Digital Marketing team to create lifecycle campaigns for first purchase, repurchase, lapsed users, etc.
3. Customer Data, Insights & Feedback Monitor and analyze CSAT, NPS, and qualitative feedback from both retail and online customers. Support the implementation of feedback loops across e-commerce and boutiques. Partner with CRM team to leverage customer data for personalization and predictive engagement.
4. Retail & Staff Enablement Act as the voice of the customer to Retail Management and HQ, surfacing insights and proposing improvements. Work closely with Store Managers and client advisors to activate luxury client journeys and improve in-store experience. Own the playbook and training materials for omnichannel KPIs & reporting. Define KPIs to measure effectiveness of clienteling actions and experience enhancements (e.g., client reactivation rate, repurchase rate, store-driven online sales). Present regular reports to senior management on progress and business impact.