Manager, Customer Relationship

Saks • New York, NY

8d • $85,808 - $107,260

About The Position

A Client-Centric Strategist: You have a deep understanding of the luxury consumer mindset and know how to map data insights to personalized client experiences. An Inspiring Coach: You excel at influencing behavior, motivating retail sales teams, and driving the adoption of modern clienteling tools and technologies. An Analytical Problem Solver: You are comfortable digging into performance metrics, identifying trends, and translating KPIs into actionable store strategies. A Collaborative Partner: You build strong cross-functional relationships with Store Leadership, Brand Experience, and Corporate teams to deliver unified brand initiatives.

Requirements

• Deep understanding of the luxury consumer mindset
• Ability to map data insights to personalized client experiences
• Excel at influencing behavior and motivating retail sales teams
• Drive the adoption of modern clienteling tools and technologies
• Comfortable digging into performance metrics, identifying trends, and translating KPIs into actionable store strategies
• Build strong cross-functional relationships with Store Leadership, Brand Experience, and Corporate teams

Responsibilities

• Manage Top-Tier Portfolios: Serve as the store and market expert on Most Valuable Clients (MVC), designing and executing high-touch strategies focused on retention, spend migration, and organic portfolio growth.
• Drive Client Development Strategy: Own and deploy the tactical roadmap required to achieve key Client Development KPIs, collaborating cross-functionally with the Brand Experience team to ensure marketing events align with client opportunities.
• Analyze and Optimize KPIs: Rigorously monitor and report on store clienteling metrics (e.g., trip frequency, tier migration, cross-channel engagement), using data to address performance gaps and unlock new revenue streams.
• Lead Store-Wide Initiatives: Spearhead the roll-out of all corporate Client Development programs in partnership with the General Manager, Store Leadership and Client Experience and Selling Strategy teams.
• Champion Clienteling Technology: Act as the primary champion and subject matter expert for the Connect app and proprietary CRM software, coaching Associates on how to leverage digital insights to deepen client relationships.
• Elevate VIP Experiences: Identify high-potential clients for elite Private Client Relations (PCR) programs, ensuring access to ultra-exclusive, hyper-personalized brand experiences.
• Enhance In-Store Activations: Partner with Brand Experience to strategically integrate clienteling objectives into localized events, high-end Fitting Room Experiences, and VIP trunk shows.
• Engage High-Value Clients: Interact directly with top-tier clients during key activations, acting as a brand ambassador and supporting sales teams in closing high-value transactions.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed