Client Experience Manager - LuisaViaRoma

Company Background

LuisaViaRoma is an industry leader & innovator that has its roots as a luxury retailer dating to the early 1900s. LuisaViaRoma has been a dominant player in the true luxury segment of multi-brand e-commerce since it started its digital program in 1999, serving upwards of 1 million users from more than 200 countries.

In April 2024, LuisaViaRoma will open its New York flagship at 1 Bond Street in New York City. This New York location will physically anchor the brand in the American market with statement retail while further opening the US digital audience through location-based brand awareness and trust. The New York store extends LVR’s history of innovation by embracing modern retail concepts while retaining elements of exclusivity & discretion for the elite clientele that it will service.

Overview

The Client Experience Manager –  LuisaViaRoma NYC is fundamental to develop strong clienteling practices in our first US Flagship boutique. By working directly with established clients and high-potentials prospects, the Client Experience Manager – will be the point of reference for the entire store team as CRM and clienteling ambassador, driving best practices, coaching and training on CRM programs and technology. The Client Experience Manager – will drive business growth thanks to valuable introductions to the business and cultivation of HNWI prospects, business partners and facilitators, to excel in customer delight programs. 

As the Client Experience Manager, your role will include but not limited to be the CRM and clienteling champion:

- Coaching and training on clienteling practice and customer delight to achieve excellence with each member of the store team
- Coaching and training on CRM software, to secure high adoption among all store team members, feedback the central CRM team on suggested enhancements and critical issues, in line with company expectations and investments
- Be the link between the CRM central team and the store team to successfully implement all clienteling programs (gifting, clienteling, events and experiences)
- Analysis capabilities on the store clientele, using corporate tools, to address unexplored business potentials and support the client advisors in driving retention via well-planned and effective actions
- Be the ambassadors of CRM and clienteling/sales KPIs to ensure goals are achieved and corrective measures are implemented
- Be the point of reference for contacts with external local partners to support the store business and drive new valuable traffic to the store, as well as to build commercial synergies to optimize customer delights programs
- Be the point of reference for central CRM and Marketing on client events and in-store animations, as well as for international and local out-of-store client experiences (support in coordinating between Central, the store and the clients)
- Reports to the Director of Client Experience and works closely with the Store Director.

Experience Required:                             

- Bachelor’s Degree or equivalent required
- A detail oriented individual, with extensive experience in the Luxury Retail industry and store environment (3+ years in leadership position), including a strong background in sales management with CRM focus
- Experience with CRM system (ideally Salesforce)
- Experience with coaching / training large retail teams on customer selling ceremony, client relationship building and clienteling, as well as on the CRM technology
- Confident with data, reading of analysis and KPIs to understand business needs and training needs, and drive follow up actions
- Strong client developer (from liaising directly with clients and prospects, as well as supporting and driving the team in excelling in this area as individuals)
- Connected in NYC market (concierges, private members clubs, from hotels and restaurants to the art and entertainment worlds) to drive new prospects to the business, as well as to be able to offer unique moments and experiences the clients.

Compensation Range

The base compensation range for this position is $90,000. Health benefits and 401K are included as well. Operations management positions are eligible for bonus and sales incentives. Our offer will be based on your relevant experience