Regional Client Relations Manager, West Coast

Moncler Group•Beverly Hills, CA

1d•Hybrid

About The Position

The Regional Client Relations Manager will be a key leader in shaping the client experience across multiple retail locations within the region. This position will be based in Los Angeles and support stores across Mexico, California, Colorado, Washington, Nevada, and Hawaii. As a field expert, this role is responsible for translating CRM insights into strategic, high-touch client engagement initiatives that drive growth and long-term loyalty. This role combines strategic ownership of client development—focused on retention, repurchase, recruitment, and loyalty—with hands-on leadership in the field. The Manager will partner closely with store leadership to elevate clienteling capabilities, empowering teams with the tools, skills, and discipline needed to deliver a consistent and elevated client experience. The ideal candidate brings a strong balance of strategic thinking and execution, with the ability to coach teams in real time while leveraging data to inform action. With a focus on personalized outreach and elevated experiences, this individual will drive meaningful client engagement aligned with Moncler’s luxury standards. This position reports directly to the Vice President of Retail.

Requirements

Bachelor’s Degree or equivalent experience.
Minimum 5 years of experience in client relations, client development, or luxury retail management, with a proven track record of client retention and service excellence (luxury retail and hospitality preferred)
Retail Leadership experience with demonstrated ownership of client KPIs, team development, and elevated client experience is highly valued.
Deep understanding of luxury client behavior and client lifecycle management
Ability to translate CRM insights into actionable, revenue-driving strategies
Proven capability in identifying growth opportunities and driving client loyalty
Strong coaching and team development skills, with the ability to influence and elevate performance
Experience leading trainings, workshops, and field-based coaching
Polished communication and ability to engage across all levels, including senior leadership
Strong commercial acumen with KPI alignment and results orientation
Highly organized with strong planning, prioritization, and follow-through
Experience executing client events and localized activations end-to-end
Strong alignment with brand standards, with elevated taste, discretion, and professionalism
Credible brand ambassador across internal and external interactions

Responsibilities

Lead the store’s client development vision, focusing on retention, upgrades, reactivation, and acquisition.
Analyze CRM reports to identify high-potential clients, lapsed behaviors, and opportunity clusters.
Collaborate with Store Managers and Directors to design and implement targeted outreach plans and personalized follow-up strategies based on client enrichment preferences, purchase patterns, and lifecycle stage.
Establish and monitor weekly and monthly client goals for each associate, with a strong emphasis on conversion, retention, and the acquisition of new clients.
Develop and execute strategies to elevate the client experience both at the store level and regionally, ensuring consistency and excellence in service delivery.
Educate the team on how to interpret CRM profiles and client data to plan strategic, high-quality outreach with precise timing.
Coach Client Advisors on building their “client book,” crafting personalized outreach messages, and conducting elevated, client-focused appointments.
Lead regular workshops and on-the-floor coaching sessions to instill a client-first mindset and promote proactive selling behaviors.
Support Morning Briefs with clear outreach actions, celebrating successes, and reinforcing best practices.
Ensure that all stores are equipped with the necessary tools and resources to provide a seamless and exceptional client journey.
Plan and execute boutique-level activations and elevated client moments based on real-time client data.
Collaborate with Training and Merchandising teams to ensure the right collections are featured and that teams have the product insights needed to elevate client interactions and create compelling reasons for driving foot traffic.
Guide the team in selecting clients for event invitations based on spending history, product interest, and potential.
Lead client outreach initiatives, including exclusive invitations and personalized follow-ups, ensuring the highest level of engagement and client retention.
Work closely with marketing and retail teams to craft unique client experiences that align with regional and seasonal campaigns.
Track and analyze the ROI of client events, measuring their impact and using insights to refine and optimize future initiatives.
Partner with Visual Merchandising and Store Operations to ensure all activations meet the Moncler brand standard.
Track client retention rates, proactive business, prospects, event success, and feedback metrics to drive continuous growth in client satisfaction and loyalty.
Analyze client insights and sales data to uncover opportunities for service enhancements and tailored offerings.
Prepare and present regular reports to senior leadership, highlighting client relations activities, challenges, and successes within the region.
Leverage data-driven insights to inform decision-making and continuously refine client engagement strategies.
Lead and motivate the Client Relations teams across the region, cultivating a culture of exceptional service and client-first values.
Provide ongoing coaching and training on client relationship best practices, luxury sales techniques, and service excellence.
Partner with store management to ensure all client-facing employees consistently embody the Moncler Way.
Collaborate with the Sales, Visual Merchandising, and Operations teams to ensure that client needs and expectations are met seamlessly across all touchpoints.
Demonstrate a collaborative, team-oriented approach, actively supporting activities that contribute to overall business goals.
Foster a positive and respectful work environment, encouraging open communication and cooperation across teams and with management.
Uphold company policies and procedures, setting a professional example in conduct and performance.
Maintain high standards of customer service, integrity, and professionalism in all interactions.
Perform additional responsibilities as assigned by management in support of team and company objectives.