Clienteling Manager

About the position

We are seeking a passionate professional to own, elevate, and drive the entire Alo retail journey with a focus on clienteling and styling training. This leadership role will be responsible for developing and executing a comprehensive strategy to deliver an exceptional, end-to-end client experience across all in-store touchpoints, from journey model support to elevated client appointment hosting. This role will be accountable for driving sales growth and ongoing loyalty from both new and existing clients by implementing effective clienteling programs and styling training initiatives. The Clienteling Manager will measure and report on key performance indicators (KPIs) to track service quality, client satisfaction, and overall experience. By leading analytics and data management reporting of clienteling programs and tech tools support, the Clienteling Manager relays the Alo vision to retail teams and brings forward local needs and feedback. This person must understand customer purchasing behaviors and have proven experience in working successfully with cross-functional teams to achieve deliverables in a service-centric retail environment.

Responsibilities

• Define and execute a global strategy for elevated client experience across the retail network from initial interactions to appointment facilitation and client retention.
• Drive and sustain consistent customer journey facilitation, pinpointing key touchpoints and optimizing interactions at every stage.
• Train in-store stylists the fundamentals of fashion styling, including trend analysis, wardrobe curation, and client consultation, while also ensuring they develop strong communication and creative skills.
• Develop and implement a recognition program to acknowledge and reward field employees for achieving experience milestones.
• Drive the creation and adoption of training curriculum on customer-centric and personal styling approaches and best practices to foster a customer-focused culture throughout the organization.
• Establish and monitor key performance indicators (KPIs) to track service quality globally, including conversion and category sell-through.
• Own relationship with third-party clientele tool provider, maximizing the potential of the technology, ensuring seamless implementation, and driving development of clienteling initiatives and results consistently over time.
• Foster a culture of continuous improvement and a client-centric atmosphere by driving accountability in partnership with Retail Leadership, working together to champion high standards and provide guidelines that ensure consistent and exceptional service delivery globally.
• Work closely with senior leadership and cross-functional teams (Operations, Education, Commercial Leaders) to ensure a cohesive and seamless employee and customer experience across all clienteling touch points.
• Partner with Retail Training to develop store training guides for all clienteling tools and systems to drive adoption and usage in the field, acting as a point of contact for the corporate and field teams to drive strategy.
• Hold regular retail calls and deliver comprehensive reports on all efforts related to clienteling, gathering feedback and gaining buy in from the field teams around new activations & enhancements.
• Drive sales KPIs and incremental sales growth by regularly evaluating clienteling performance metrics, reporting insights to the leadership team, and identifying opportunities for optimization.

Requirements

• Bachelor’s degree in communications, marketing or related field.
• Proven experience in retail management, customer experience or CRM.
• Strong strategic acumen with an ability to lead change management.
• Excellent written and verbal communication skills.
• Ability to work collaboratively with cross-functional teams.
• Detail-oriented with a passion for creating engaging content.

Benefits

• Base salary range of $105,000-$115,000 per year.
• Long term incentives.
• PTO policy.
• Progressive benefits.