VIP Client Service Manager

Dover Street Market New York; New York (NY); On-site; USD 90,000 - 150,000; Full time

Job summary

Dover Street Market New York is seeking a highly motivated leader to manage our VIP Client Services team, delivering bespoke experiences and driving loyalty, retention, and new business growth.

You will guide a senior retail team, push sales targets across jewellery and special collections, coordinate events, and collaborate with Merchandising and Business Development to expand our VIP client base in NYC.

Qualifications

• 5+ years in luxury retail managing VIP clientele and senior teams
• Experience leading VIP client services and clienteling initiatives
• Knowledge of Comme des Garçons brands and key collections
• Strong relationship-building with VIP clients and business partners
• Ability to develop training programs and coach staff
• Understanding of CRM systems and client data for campaigns

Responsibilities

• Lead the VIP Client Services team and affiliated programs
• Set targets and drive sales growth and service improvements
• Increase share of sales in jewellery and special collections
• Develop business development plans for local and domestic markets
• Ensure outstanding client experience and high service standards
• Track sales and report performance weekly
• Maintain events calendar and coordinate product drops
• Oversee VIP allocations, invoicing and distance sales
• Send approvals/consignments to key customers
• Foster relationships with merchandising and business development partners

Skills

VIP client services

Team leadership

Luxury retail sales

CRM / clienteling

Interpersonal communication

CDG brand knowledge

Flexible working hours

Retail Pro knowledge

Tools

Retail Pro

Job description

We are looking for a highly motivated professional to manage our VIP Client Services team. The VIP Client Services team looks after some of our most valuable client relationships and offers a truly bespoke experience. You will be responsible for leading the team to achieve ambitious sales targets and excel in customer service while supporting DSM Client Development objectives to increase loyalty, retention and generate new business.

Key Responsibilities

Sales and Management

• Manage the VIP Client Services team, DSM Stylist Affiliate Programme & Studio Services Program.


• Set targets and lead VIP team to achieve sales growth and improvements in level of service


• Increase share of sales in key categories such as jewellery and special collections


• Develop a specific action plan for business development, local and domestic


• Manage client experience ensuring highest standards are met


• Track sales performance through weekly and ad-hoc reporting


• Ensure the events calendar with product launch dates/specific merchandise drops is always up-to-date and communicated throughout the store


• Oversee execution of VIP allocations, including invoicing and processing distance sales


• Responsible for sending out of “Approvals/Consignments” to key customers

People and Leadership

• Lead, motivate and coach VIP Client Services team to deliver objectives


• Establish a training and development program to support team growth and progression


• Develop relationships with our VIP clients to better understand their needs and meet their expectations


• Develop relationships with our Business Development Partners to seek out new business opportunities for revenue growth


• Learn about our VIP clients through CRM and individual feedback

Customer Service

• Act as a role model for business and set the benchmark for sales and service standards at DSM


• Ensure the right tools, technology and processes are in place for a seamless VIP client experience


• Determine ways to improve VIP Client Service levels with a special focus on approvals and after sales

Support Client Development Objectives

• Develop strong relationship with the merchandising team and regularly provide client feedback


• Work with Merchandiser Planner to understand client data and build communication campaigns


• Support initiatives and action plans for launches, new collections and bespoke services


• Help develop events and campaigns that will attract new clients and engage existing ones


• Help implement clienteling actions

The Ideal Candidate

Skills

• Retail sales and expertise within a luxury business for at least 5 years dealing with VIP clientele and managing senior retail teams


• Specific understanding of the Comme des Garcons - aesthetic, consumer and sub-brands. Previous experience in selling CDG brands beneficial


• Specific understanding of all collections and stock availability at DSM


• Client book of potential new business for DSMNY as well as bringing existing clientele


• Attendance and contribution to relevant trainings (i.e. clienteling, sales development, etc) beneficial


• Language skills beneficial


• Knowledge of Retail Pro beneficial


• Flexible with working hours

Attitude

• A highly motivated and competent individual able to converse at all levels both internally and externally with staff and clientele.


• A total self-starter able to set the standard by their own professionalism and attitude.


• Holding and showing the capacity to shadow more junior members of staff when it comes to sales conversion. Having the ability to be an encouraging and professional mentor.


• Must be energetic, self-motivated and self-organised. Willing to do whatever is required to get the job done.


• Structured and organised, but nonetheless be approachable and have a flexible outlook.


• Willingness to work hard and always have the intention to drive the business forward.


• Being able to work on several tasks at a time.


• Being capable to work to deadlines / ability to prioritise / optimal time management.