Manager, Customer Relationships
About The Position
The Customer Relationship Manager designs, owns, and executes localized growth and development strategies for targeted client segments at the store and market level. The role empowers and leads Sales Associates to cultivate, develop, and strengthen long-term client relationships, maximize customer lifetime value, and drive brand loyalty. With a data-driven and commercial mindset, the Manager serves as the strategic anchor for client acquisition, retention, and tier migration across all shopping channels. The role calls for a client-centric strategist with a strong understanding of luxury consumers, an inspiring coach who motivates retail sales teams to adopt modern clienteling tools, an analytical problem solver who turns performance metrics into store strategies, and a collaborative partner to Store Leadership, Brand Experience, and Corporate teams.
Requirements
- 4–7 years of experience in luxury retail, hospitality, or premium client relations, with a proven track record managing CRM strategies or clienteling programs.
- Bachelor’s degree in Business, Marketing, Luxury Brand Management, or an equivalent combination of education and professional experience.
- Demonstrated experience coaching, training, and motivating a diverse team of independent sales professionals to meet performance goals.
- Advanced analytical and business acumen, strong proficiency in Excel, and the ability to translate complex data dashboards into clear operational directives.
- Exceptional communication and interpersonal skills, including the ability to present insights confidently to store executives and build rapport with high-net-worth individuals.
- A collaborative mindset that champions teamwork, trust, and shared success.
- Flexibility to work a retail schedule aligned with luxury client traffic and store events, including evenings, weekends, and holidays.
- Ability to navigate a multi-level luxury retail floor, which may require extended standing, bending, climbing stairs, and lifting or carrying event and marketing materials up to 10 pounds.
Responsibilities
- Design and execute high-touch strategies for Most Valuable Clients (MVC), focusing on retention, spend migration, and organic portfolio growth.
- Own and deploy the tactical roadmap for achieving Client Development KPIs, coordinating with Brand Experience to align marketing events with client opportunities.
- Monitor and report on store clienteling metrics, including trip frequency, tier migration, and cross-channel engagement, and use data to address performance gaps and identify revenue opportunities.
- Lead the rollout of corporate Client Development programs in partnership with the General Manager, Store Leadership, and Client Experience and Selling Strategy teams.
- Champion the Connect app and proprietary CRM software, and coach Associates on using digital insights to deepen client relationships.
- Identify high-potential clients for Private Client Relations (PCR) programs and support their access to exclusive, personalized brand experiences.
- Partner with Brand Experience to incorporate clienteling objectives into local events, Fitting Room Experiences, and VIP trunk shows.
- Engage directly with top-tier clients during key activations, represent the brand, and support sales teams in closing high-value transactions.
- Coach, train, and motivate Sales Associates and independent sales professionals to cultivate client relationships and meet performance goals.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- 401(k) retirement plan
- Basic life insurance
- Supplemental life insurance
- Disability insurance
- Additional voluntary benefits, such as critical illness, hospital, and accident insurance
- Employee discount
- Career advancement opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Manager
