Client Engagement Manager, West Coast Client Engagement Manager, West Coast

Valentino

5d•$125,000 - $150,000•Hybrid

About The Position

The Client Engagement Manager will lead planning and implementation of retail client development strategies across the West Coast directly operated store (DOS) that drive retention, elevation, and acquisition through exceptional relationship management and local market events to support key client moments and achieve overall targets. This role is responsible for translating Valentino America’s client engagement strategy, in alignment with retail business objectives, to create store-embedded client plans that directly impact sales. The Client Engagement Manager will coordinate the partnerships with Store Managers, retail leadership and corporate client engagement teams ensuring synergy and collaboration. The Client Engagement Manager establishes and builds relationships with Very Important Clients. They offer exceptional customer experience, by understanding client needs and exceeding their expectations in order to increase sales and store profitability. The Client Engagement Manager maintains strong knowledge of the luxury fashion industry and has in depth understanding of the brand heritage and collections. This role is based out of our Los Angeles office and reports to the Director of Client Engagement.

Requirements

5+ Years of direct or related experience (personal shopping, sales, PR, etc);
In store, retail experience is a requirement
Established relationships with VIC clients
Elevated verbal and written communication skills
Ability to travel up to 25%

Responsibilities

Partner with Director of Client Engagement and Store teams to build expert knowledge of VICs in each location/store, and constantly develop and follow-up on action plans to grow existing VICs and develop future VICs by identifying innovative new concepts and personalized VIC experiences, proposing client targeting segmentation, and ensuring proper execution and follow-up
Partner with CRM, Retail Operations and Events on the execution of local retail activities and experiences to drive strong ROI
Support the Director of Client Engagement in planning and execution on major/institutional events (i.e., Fashion Shows, Forever Valentino Doha Exhibition, etc.)
Attend events and act as a Valentino Ambassador for VICs involved, ensuring excellence in event execution and sales maximization
Assist in managing the personal shoppers and stylists’ program for each store
Oversee the Runway VIC Pre-Orders end-to-end process
Manage the client gifting and experiences’ budget for retail network to develop and maximize client relationships, including invoicing, budget planning and tracking
Develop and oversee partnerships with third parties (e.g., AMEX Offer, hotels, concierges, membership clubs, etc.) to drive acquisition and cultivation of VICs
Work closely with cross-functional corporate teams (regional and HQ) and store teams to align VICs goals and annual calendar to achieve annual client development plan in cohesion with global and regional strategy
Lead regular performance reviews and impact of client initiatives, analyze prior, during and post strategy to ensure each touchpoint opportunity is maximized for client engagement KPIs
Constantly analyze client outreach to identify opportunities to close gaps and deriving bottom up action plans to meet sales and client segment goals
Produce benchmarking analysis along with research of new market landscapes and competitors’ events
Assist with the coordination, when needed, of event logistics including but not limited to car service, hair and makeup, florals, catering and gifting
Prepare post event recaps and ad-hoc analysis to monitor sales, client’s feedback and identify follow-up actions
Consistent training of store teams (in-person when necessary) around clienteling culture and activities, as well as onboarding new store members to ensure consistency across store teams
Identify store-specific opportunities to develop stronger training programs aimed to improve client development impact
Support the Store Managers in the management of all sensitive issues related to top clients and escalate when appropriate