RLS Client Development Manager, Northeast

Ralph Lauren - Nutley, NJ

Full-time

Nutley, NJ

Apparel Manufacturing

About the position

The Manager, Client Development, RLS is responsible for advancing the adoption of Clienteling behaviors and tools through ongoing training, development, and support of sales teams and field leaders in the Region. This role ensures alignment with the Company's strategy to generate profit, drive traffic, and enhance client relationships through client acquisition, retention, reactivation, and migration. Additionally, the Manager fosters productive, cross-functional relationships with internal partners to drive adoption, develop and train retail teams, and troubleshoot technology initiatives supporting Clienteling growth. Collaborating with store operations, marketing, IT, and BI partners, the Manager ensures consistency in store environments regarding the Clienteling strategy and tools, such as Digital Clienteling and New Ways to Shop.

Responsibilities

• Expert in client relationship management and ability to train and develop skills in maintaining strong relationships with key clients, understanding their needs and ensuring their satisfaction.
• Identify opportunities for sales growth and develop strategies to achieve sales targets.
• Develop and train retail teams on Clientelling tools including but not limited to: Concierge, JRNI, iPads, iPhones, Endless Aisle, Consignment, In-Store Standards, External Stylists Program, New Hire Onboarding.
• Develop and train retail teams on Clientelling metrics including but not limited to: Client Acquisition, Client Retention, Client Reactivation.
• Prepare regular reports on client activities, sales performance, and market trends.
• Support stores' strategies with personalized and curated client outreach and relationship management ensuring consistency with overall company objectives and strategy.
• Compile user feedback and contribute to ongoing improvements in process and software.
• Conduct store visits to train and support team and make assessments on the fluency of store teams on key initiatives such as Clienteling, More Ways to Shop, etc.
• Foster strong relationships and partnership with Regional Directors and District Directors to drive adoption and behaviors in stores.
• Lead on-site and virtual trainings for store teams.
• Additional responsibilities for this role include report generation and presentation creation. Proficiency in Excel and PowerPoint preferred.
• Collaborate with senior management to develop and implement client development strategies.
• Support stores with ongoing learning and development regarding customer service and client development.
• Develop super-user network across stores to advance adoption and implementation of outreach strategies, metrics, and tools.
• Consistently identifies new opportunities to drive business and work with stores and performance partners to convert these opportunities.
• Evolve store culture to ensure that sales teams are able to sell any Ralph Lauren product from anywhere, regardless of customer location.
• Identify business opportunities with the support of field leadership and analytic: Customer segment, product category, store or Sales associate.
• Work closely with sales, marketing, and product development teams to ensure a cohesive approach to client development.
• Conduct market research to identify trends and opportunities within the retail industry.

Requirements

• Computer proficiency (i.e. Word, Excel, PowerPoint, Outlook); ability or aptitude to learn technical applications quickly.
• Experience in retail field and stores. Experience in retail field leadership a plus.
• Success in driving client engagement results.
• Proven results in training employees, exceptional communicator.
• Weekend hours and travel required.
• Strong communication and interpersonal skills.
• Excellent analytical and problem-solving abilities.
• Ability to work independently and as part of a team.