The Clienteling Manager is responsible for driving customer loyalty, repeat business, and personalized engagement through the effective use of the clienteling applicationand program. This role manages the adoption, and performance of clienteling tools across retail teams, ensuring customer data is utilized in meaningful, high-touch client experiences that increase sales, loyalty and lifetime value.
Key Responsibilities:
Clienteling Strategy and Execution
- Develop and execute a clienteling strategy aligned with sales and customer experience goals.
- Leverage the clienteling app to build detailed customer profiles, purchase histories, and preferences.
- Cultivate and develop relationships with VIPs, high-net-worth individuals, and key local/international clients.
- Identify opportunities to personalize outreach, gifting, and exclusive experiences for top-tier clients.
Clienteling App Management
- Act as the primary point of contact of the clienteling app for all stores.
- Ensure accurate customer data capture, enrichment, and compliance with privacy standards.
- Monitor app usage and data quality across stores.
Sales and Performance Enablement
- Drive incremental revenue through personalized selling and targeted client outreach.
- Track KPIs such as repeat purchase rate, client conversion, outreach activity, and appointment bookings.
- Analyze customer insights and translate data into actionable selling strategies.
- Track dashboards and share relevant insights with stores on a monthly basis.
Team Training and Adoption
- Develop store managers and sales associates on best practices for using the clienteling app.
- Coach teams on relationship-based selling and digital client engagement.
- Foster a client-first culture centered on personalization and long-term relationships.
Customer Experience and Loyalty
- Design personalized outreach strategies (private shopping appointments and seasonal catalogue sends).
- Elevate the end-to-end customer journey through personalized communication and service.
- Support VIP, top-tier, and high-value customer programs through gifting programs.
- Collaborate closely with marketing on campaigns, gifting opportunities and in-store events powered by client data.
- Personally assist with high-profile client appointments when needed.
Reporting & Insights
- Produce regular reports on clienteling performance and business impact.
- Identify trends, opportunities, and gaps in customer engagement.
- Share insights with the stores, marketing and visual merchandising departments.
Success Metrics
- Increased repeat purchase rate and customer lifetime value.
- High adoption and consistent usage of the clienteling app.
- Improved client conversion and average transaction value.
- Positive customer satisfaction and loyalty indicators.
Your Profile:
- Bachelor's degree in Business, Marketing, or equivalent.
- 3 to 6 years of experience in Luxury retail, CRM, clienteling, or customer experience roles.
- Proven experience using a CRM or clienteling app.
- Experience in omni-channel retail environment.
- Strong understanding of relationship-based selling and customer lifecycle management.
- Experience managing retail teams.
- Excellent communicator. Russian speaker preferred.
