Client Relationship Manager

Bvlgari; Coral Gables (FL); On-site; USD 75,000 - 120,000; Full time

Job summary

Bvlgari seeks a Client Relationship Manager to join the Caribbean & Latin America regional office in Coral Gables, Florida. The role champions a customer-centric omnichannel approach in the retail and franchise network, recruiting new clients and developing existing ones.

The CRM lead will coach store teams, leverage consumer insights, create CRM strategies, and support local activations and events to ensure every touchpoint aligns with global objectives.

Qualifications

• Minimum 5–7 years of experience in Retail/Client Development.
• Ability to travel extensively across Caribbean, LATAM and Europe.
• Proven training and coaching abilities.
• Strong analytical mindset with data-driven decision making.

Responsibilities

• Manage client development strategy for Caribbean, Central & South American Retail & Franchise stores.
• Define client strategies aligned with commercial goals to maximize revenue and KPIs.
• Plan and run client engagement campaigns to boost loyalty and repeat purchases.
• Build CRM competencies through structured training programs and workshops.
• Execute local DEM campaigns to engage clients and drive sales.
• Support stores in growing client portfolios and acquiring new prospects.
• Visit stores regularly to ensure timely client follow-up and engagement.
• Foster a clienteling community across retail teams and map client journeys.

Skills

CRM strategy

Clienteling

Training & coaching

Data analytics

Omnichannel marketing

Tools

SAP CRM

Salesforce

Microsoft Dynamics

Power BI

Excel

Job description

Bvlgari seeks a Client Relationship Manager to join its Caribbean & Latin America regional office, in Coral Gables, Florida. The mission is to champion a customer-centric omnichannel approach in Bvlgari’s retail and franchise network by recruiting new clients and developing existing ones. The role is focused on coaching and supporting our retail teams to further develop their clients and instilling a culture of client development in our stores.

The Client Relationship Manager will do this by being actively present with the teams, leveraging key consumer insights, creating CRM strategies, utilizing the CRM tools and supporting local activations and events. The Client Relationship Manager will ensure customers are valued and engaged at every touchpoint, while aligning regional strategies with global objectives.

Becoming a BOLD Bvlgari team member means being part of an authentic, passionate work environment, while working for a world renowned CONTEMPORARY brand. Among our most imperative challenges is to recruit BRILLIANT, PASSIONATE, and INNOVATIVE people to join our team.

Key Accountabilities

• Manage all aspects of the client development strategy for the Caribbean, Central & South American Retail & Franchise stores.
• Define client strategies that align with commercial goals to maximize revenues and achieve KPI targets.
• Plan and implement client engagement campaigns to enhance loyalty and encourage repeat purchases.
• Build regional CRM competencies through structured training programs and workshops, including training new hires.
• Execute local DEM campaigns to engage clients and drive sales.
• Support Stores in developing existing client portfolios and acquiring new prospects through communication, training, and in-store visits.
• Regularly meet & visit locally with the Retail & Franchise store teams to ensure timely and meaningful follow-up with clients.
• Foster a clienteling community across the retail and franchise teams
• Detect and bring new clients to the brand, identifying growth potential clients and implementing client mapping to develop clients through their individual client journeys.
• Support both the instore and out-of-store client experience, to ensure that all clients receive the proper Bvlgari experience.
• Partner with store teams to manage the customer database, ensuring data quality and suggesting client assignments.
• Ensure Store Managers apply remote selling techniques and promote omnichannel culture.
• Support the resolution of complex or sensitive client situations.
• Oversee meaningful and timely client gifting to enhance the client experience and foster loyalty.

Store Manager Coaching

• Coach Store Managers to provide training to client advisors regarding Customer Relationship Management
• Work with store teams to create and host small in-store activations that drive sales and increase brand loyalty.
• Maintain a close partnership with the Marketing & Events team in order to provide all the necessary CRM support for their initiatives.

HE Support

• Work closely with the HE Director to support the clienteling journey of potential & existing HE clients.
• Available to support as needed for any HE Activation or Event.

Analytical & Strategic Focus

• Analyze data, create reports, and track performance of client activities, providing CRM training to new hires.
• Define target customer groups and suggest customized actions to engage them and drive sales.
• Develop strategies based on customer data to promote specific product categories and maximize new product launches.
• Regularly update and verify client information to ensure data accuracy and compliance with data protection laws.
• Monitor KPIs and develop strategies to meet targets and continuously improve performance.
• Ensure ROI of campaigns, events, gifting initiatives, and clienteling programs, optimizing investment based on performance outcomes.
• Work with the CRM team to gather deeper qualitative client insights and align strategies with company initiatives.

CRM Budget Management

• Manage the CRM budget for your stores to ensure it is being maximized and properly aligned with our Gifting and Spend Time with Client strategies.
• Ensure all CRM related expenses are properly tracked and processed in a timely manner

Technical Skills

• Project management.
• Knowledge of CRM systems (e.g., SAP CRM, Salesforce, Microsoft Dynamics).
• Proficiency in Power BI, and Excel.
• Marketing and communication tailored to stakeholder needs.
• Strong analytical and commercial skills to generate key consumer insights from database extractions and field information.

Key Requirements

• Minimum 5-7 years of experience in Retail/Client Development.
• Ability to travel extensively throughout the Caribbean, LATAM Region and Europe.
• Customer orientated.
• Team mindset and strong cross-functional partner.
• Training and coaching abilities.
• Analytical mindset.
• Emotional and business awareness.
• Innovation and creativity.
• Effective communication.
• Understanding of LATAM & Caribbean markets.
• Ability to relate to diverse client groups.
• Strong sense of ethics, responsibility, and alignment with the group’s values.