Full-Time Client Experience Manager

Loveshackfancy-2; Central Valley (NY); On-site; USD 71,635,000 - 80,231,000; Full time

Job summary

LoveShackFancy is seeking a Client Experience Manager to champion an exceptional luxury retail experience in our New York store. You will drive sales, cultivate high-value client relationships, and lead clienteling initiatives to meet 30% of monthly store sales, with 40% from appointments.

Open availability including weekends and holidays is required. The role demands proven luxury retail experience, a strong client book, and the ability to mentor the team while delivering a highly personalized

Qualifications

• Minimum 3 years in luxury retail.
• Established client book of $1M+ in volume.
• Experience with Studio Services, Personal Stylist, and Celebrity Stylists.

Responsibilities

• Identify and recruit high-potential clients and develop exclusive relationships.
• Manage top client book and review client lists using brand data.
• Define strategy for acquisition and retention of clients.
• Develop clienteling strategies for the store with Store Manager.
• Support Store Manager in acquisition strategy and clientele high potentials.
• Host client engagement events to build relationships.
• Mentor team on service, clienteling, and conversion.
• Drive client-centric mindset and exceptional in-store experience.
• Handle escalated customer concerns with professionalism.
• Monitor feedback and identify improvement opportunities.
• Maintain relationships with key clients to encourage repeat business.
• Oversee clienteling initiatives: outreach, appointments, follow-ups.
• Utilize CRM to track preferences and behaviors.
• Drive sales through exceptional service and relationship-building.
• Analyze KPIs and implement action plans.
• Partner with leadership to meet revenue targets and store goals.
• Open and close store in absence of managers.

Skills

Luxury retail

Client book

CRM clienteling

Studio services

Celebrity stylist

Tools

CRM software

Job description

ABOUT LOVESHACKFANCY

LoveShackFancy, founded in 2013 by Rebecca Hessel Cohen, is a global fashion, beauty, childrenswear, accessories, home, and lifestyle brand celebrated for its romantic, vintage-inspired aesthetic and cult-like community. Known for its immersive, whimsical interiors, the brand has grown to 24 boutiques across the U.S. and London. Signature ruffles, pink, and bows anchor the collections, while storytelling and pioneering community-driven experiences have shaped LoveShackFancy into more than a fashion label—it’s a shared lifestyle movement. Coveted collaborations include Victoria’s Secret PINK, Gap, Target, Stanley, Pottery Barn, Bogner, and more. In 2023, LoveShackFancy launched Beauty exclusively at Sephora, inviting millions into its rose-colored world of whimsy and celebration.

ROLE OVERVIEW

The Client Experience Manager will be the point person for our most valued client relationships. This individual will be passionate about LoveShackFancy and be responsible for creating a truly bespoke client experience. This individual will possess excellent communication skills and be a leader in sales, consistently remaining the Top Seller in their designated store, maximizing sales and client experience. The Client Experience Manager will be responsible for contributing 30% of total store sales monthly, 40% of which must be driven via client appointments. The Client Experience Manager must grow their client book by 5% annually. Candidates must have experience cultivating strong client relationships with a proven track record.

RESPONSIBILITIES INCLUDE BUT ARE NOT LIMITED TO:

• Identify and actively recruit high potential clients and develop exclusive LSF relationships, developing event ideas focused on client experience
• Establish and manage top client book – utilize LoveShackFancy data to review client lists
• Define strategy and plans for acquisition and retention of new and existing clients
• Develop and implement clienteling strategies for the store in conjunction with the Store Manager
• Support Store Manager in building an acquisition strategy and actively clientele high potentials
• Host client engagement events develop client relationships
• Support Store Manager in driving a client centric mind-set throughout the store – use deep knowledge of the LoveShackFancy level of service and communicate, coach, and inspire the team to develop their own client relationships
• Develop and implement strategies to enhance the overall in-store experience
• Handle escalated customer concerns with professionalism and effective resolution
• Monitor customer feedback and identify opportunities for improvement
• Build and maintain relationships with key clients to encourage repeat business
• Oversee clienteling initiatives, including outreach, appointments, and follow-ups
• Leverage CRM tools to track customer preferences and behaviors
• Drive sales through exceptional service and relationship-building
• Analyze KPIs (conversion rates, average transaction value, client retention) and implement action plans
• Partner with leadership to achieve store revenue targets and operational goals
• Deliver exceptional client service
• Ensure store presentation, merchandising, and cleanliness meet brand standards
• Achieve and exceed individual sales targets (30% of total store sales monthly, 40% of which must be driven via client appointments)
• Opening and closing the store in the absence of the Store Manager and Assistant Manager

IDEAL CANDIDATE

• Experienced in retail sales within a luxury setting min. 3 years
• Established client book ($1M minimum in volume)
• Established experience with Studio Services, Personal Stylist, and Celebrity Stylists
• Highly motivated and competent; able to communicate at all levels internally and externally
• Energetic, self-stater, self-motivated, and organized – approachable with a flexible outlook
• Ability to mentor junior team members regarding service, clienteling, and conversion
• Open availability is required, including weekends & holidays
• Role is based at the retail store

Salary range: $25 - $28 per hour.