Manager, Customer Relationship

Exemplar Luxury Group; New York (NY); On-site; USD 86,000 - 107,000; Full time

Job summary

Exemplar Luxury Group seeks a Client Development Strategist to translate data insights into highly personalized client experiences and lead high-touch programs across stores. You will coach retail teams, drive VIP opportunities, and collaborate with Brand Experience and Store Leadership to align events with client opportunities.

You will champion clienteling technology and CRM usage, targeting elite client segments and optimizing performance across channels to grow the MVC portfolio.

Qualifications

• Experience selecting and executing client development programs.
• Ability to translate data insights into actionable store strategies.
• Proven track record in elevating VIP and high-value client opportunities.

Responsibilities

• Map data insights to personalized client experiences.
• Coach retail teams and drive adoption of clienteling tools.
• Analyze KPIs and translate into store strategies.
• Collaborate with Store Leadership, Brand Experience, and Corporate teams.
• Design and execute high-touch strategies for MVC portfolios.
• Own the tactical roadmap to achieve Client Development KPIs.
• Lead the rollout of corporate Client Development programs.
• Champions clienteling technology and CRM usage.
• Identify high-potential clients for Private Client Relations programs.
• Integrate clienteling objectives into in-store activations and VIP events.
• Engage top-tier clients during activations to support sales.

Skills

Client-centric mindset

Coaching

Analytical thinking

Cross-functional collaboration

Portfolio management

Strategic planning

KPI analysis

Store initiatives leadership

Clienteling technology

VIP client development

Event activation

High-value client engagement

Tools

Connect app

CRM software

Job description

Job Description

• A Client-Centric Strategist: You have a deep understanding of the luxury consumer mindset and know how to map data insights to personalized client experiences.
• An Inspiring Coach: You excel at influencing behavior, motivating retail sales teams, and driving the adoption of modern clienteling tools and technologies.
• An Analytical Problem Solver: You are comfortable digging into performance metrics, identifying trends, and translating KPIs into actionable store strategies.
• A Collaborative Partner: You build strong cross-functional relationships with Store Leadership, Brand Experience, and Corporate teams to deliver unified brand initiatives.
• Manage Top-Tier Portfolios: Serve as the store and market expert on Most Valuable Clients (MVC), designing and executing high-touch strategies focused on retention, spend migration, and organic portfolio growth.
• Drive Client Development Strategy: Own and deploy the tactical roadmap required to achieve key Client Development KPIs, collaborating cross-functionally with the Brand Experience team to ensure marketing events align with client opportunities.
• Analyze and Optimize KPIs: Rigorously monitor and report on store clienteling metrics (e.g., trip frequency, tier migration, cross-channel engagement), using data to address performance gaps and unlock new revenue streams.
• Lead Store-Wide Initiatives: Spearhead the roll-out of all corporate Client Development programs in partnership with the General Manager, Store Leadership and Client Experience and Selling Strategy teams.
• Champion Clienteling Technology: Act as the primary champion and subject matter expert for the Connect app and proprietary CRM software, coaching Associates on how to leverage digital insights to deepen client relationships.
• Elevate VIP Experiences: Identify high-potential clients for elite Private Client Relations (PCR) programs, ensuring access to ultra-exclusive, hyper-personalized brand experiences.
• Enhance In-Store Activations: Partner with Brand Experience to strategically integrate clienteling objectives into localized events, high-end Fitting Room Experiences, and VIP trunk shows.
• Engage High-Value Clients: Interact directly with top-tier clients during key activations, acting as a brand ambassador and supporting sales teams in closing high-value transactions.

Exemplar Luxury Group is an equal employment opportunity employer and is committed to providing reasonable accommodations to applicants with disabilities.

Salary Range $85,808 - $107,260*
Compensation for this role varies by geographic location. The listed range reflects multiple markets, including higher-cost areas. Actual starting pay will be determined based on work location, experience, and other job-related factors.