Senior Manager of Client Development

We are looking for a success-driven leader with an ambition for cultivating strong client relationships, coaching excellence in clienteling and driving client loyalty to the brand. This role has a defining focus on client recruitment, retention, and elevation and the candidate embodies strong skills in the development, mentorship, and refinement of luxury clienteling behaviors.

Fundamental to this role is the responsibility for training and reinforcement of KPIs, CRM behaviors, targeted selling, clienteling coaching and building a relevant and client-centric outreach plan, ultimately delivering the best client experience possible and generating growth. The ideal candidate will have the ability to manage the complexity of a multi-store region as well as experience balancing strategic activities to ensure Client Development objectives are integrated into selling strategies and event concepts.

RESPONSIBILITIES

Lead regular 1-1 conversations with client advisors related to client journey mapping, understanding client needs, identifying opportunities, and coaching on client relationship development. Partner with management to conduct monthly coaching/counseling sessions for clienteling initiatives. Share updates and strategize when performance standards are not met.

Lead efforts of Client Development within the identified market, strengthening the ability of our store teams to recruit and retain clients through effective outreach and relationship building. Facilitate execution of all clientele actions at the store level while upholding brand standards of excellence.

Actively look for strategies to increase customer traffic and client development. Ideate local boutique activations, review nominations for gifting and events within determined region. Facilitate business introductions and launch initiatives to recruit local clients through partnerships, personal networks, client networks, etc.

Collaborate with Training and CRM on opportunities to reinforce positive clienteling behaviors and identify opportunities for improvement. Reinforce client outreach and engagement expectations and empower the team to achieve goals.

Leverage reporting to drive sales and meet KPI targets.

Maintain strong partnerships with CRM, Events, High-End and Training teams to drive in-store client strategy and ensure quality data capture, in alignment with regional store priorities. Share client feedback and sales opportunities.

MENTORING AND COACHING

Lead by example in promoting a positive and professional team environment that fosters trust, integrity, and superior performance standards.

Model the client-oriented mindset for the entire store team by promoting and reinforcing consistent and effective client engagement behaviors (ie. best practices for client hosting, setting up appointments, etc.)

Support and review client portfolios to identify opportunities and map client journeys.

Leverage all clienteling tools to achieve targets, including but not limited to our clienteling app, client journeys, CRM gifting, and High-End experiences.

Ensure the implementation of store clienteling initiatives and a top client strategy to achieve business objectives.

Facilitate knowledge sharing and collaborative problem-solving among team members.

OPERATIONAL SUPPORT

Ensure client details and qualitative information are properly recorded.

Monitor Store database for appropriate client allocation and reassignment.

Interpret client trends, share insights and indicators about sales generated by appointments, as well as qualitative feedback about client development activities.

Ensure full awareness of communications calendar and marketing strategies to inform and properly prepare sales team.

Work with CRM and Store teams to increase and retain clients and achieve data capture goals.

Support company, store events, and product launches to ensure client attendance and achievement of sales goals. Share back learnings and best practices to enrich regional and national efforts.

Partner with High End team to coordinate exceptional local and international experiences for clients. Contribute to Regional Client Experience Guides, Regional High End Animations and assist in execution.

Analyze customer data and identify opportunities for growth while providing insights to support teams and maximize customer retention.

PROFILE

Minimum 4 years of experience in retail management, marketing, or CRM role, with a focus on client engagement and community building. Experience and understanding of luxury retail and/or service industry preferred.

Proven ability to mentor, coach, motivate and inspire others through thoughtful leadership, innovation, and creative thinking, with a focus on client engagement.

Maintain impeccable standards of presentation, service, and experience with a luxury clientele. Demonstrate an attitude of professionalism, confidence, positivity, and reliability in all interactions, both internal and external.

Proven ability to build strong and lasting relationships with colleagues and clients, build community within stores, and to reinforce CRM culture and best practices through thoughts and actions.

Ability to communicate clearly and concisely, both oral and written, across teams and with different stakeholders. Excellent presentation skills and the ability to respond to questions in a clear and concise manner. Proficiency in multiple languages preferred but not required.

Strong planning and organizational skills with a sense of priority for deadlines and attention to detail. Ability to multitask and work under pressure as well as self-monitor and prioritize.

Ability to work a flexible schedule based on business needs which may include evenings, weekends, and holidays. Ability to travel as needed.

Strong networking and relationship-building skills. Consistently aware of local events to be leveraged for driving business and networking goals.

Proficiency with Salesforce, SAP, PowerBI, and Microsoft Office software preferred. Familiarity with CRM systems and data-driven marketing strategies.

Commitment to LVMH behaviors: Be creative and innovative, deliver excellence, cultivate an entrepreneurial spirit, supportive of a culture where people make the difference.