Client Experience Manager

The Position

Vince is seeking a dynamic, customer service driven Client Experience Manager.

The Client Experience Manager is a dynamic and results-oriented professional responsible for creating exceptional client experiences while driving business growth. This role ensures that the store consistently delivers a high standard of service, exceeds client expectations, and maintains client engagement through innovative strategies and cross-functional collaboration.

Salary Range

The anticipated base salary range for this position is $80,000 to $100,000 annually. Exact salary depends on several factors such as experience, skills, and budget. Salary range may vary based on geographic location. 

What You’ll Be Responsible For:

1. Client Experience
   • Oversee and enhance all selling behaviors, ensuring client interactions exceed expectations.
     • In partnership with Store Manager, lead and execute monthly selling workshops. 
   • Utilize systems such as NewStore and phone interactions to deliver seamless service.
   • Lead the execution of consignment programs and trunk shows, tailoring offerings to client needs.
   • Cultivate and maintain relationships with Very Important Clients (VICs) through personalized engagement strategies.
   • Increase client retention and satisfaction through innovative ideas around shopping frequency.
   • Support and help maintain a visually appealing store environment, aligning with visual merchandising standards through a partnership with the Store Manager & Visual Merchandising teams. 
   • In partnership with the Store Manager, provide necessary feedback to buying and allocation. 
2. Client Acquisition
   • Develop and implement processes to capture new client profiles, securing key information (name, email, physical address, phone).
   • Ensure accurate profile maintenance and organization.
   • Drive database growth by acquiring a specified number of new clients per quarter.
     • Grow to or above, 25% of transactions coming from clientele. 
3. Client Outreach
   • Create and monitor outreach systems to achieve weekly and monthly client contact targets.
   • Drive client volume and percentage of business by maintaining and growing existing relationships.
4. Wardrobe & Personalized Styling
   • In partnership with store manager, help enforce store appearance standards, ensuring a polished and welcoming environment.
   • Guide team members to wear and promote current assortment, reflecting brand identity.
5. B2B
   • Foster relationships with professional stylists and business-to-business (B2B) partnerships to expand client reach and services.
6. Marketing
   • Serve as a liaison between the store and the marketing department, sharing innovative ideas and needs.
   • Plan and execute a minimum of 12 events or activations annually to drive client engagement and sales.
7. Cross-Functional Collaboration

                   Partner with internal teams, including marketing, operations, and visual merchandising, to align on goals and ensure seamless execution

What You’ll Bring: 

1. Education and Experience
   • Bachelor’s degree in business, Marketing, Fashion, or a related field (preferred).
   • Minimum of 3-5 years of experience in luxury retail, client experience, or sales management.
   • Proven track record in driving client engagement, acquisition, and retention strategies.

1. Skills and Competencies
   • Strong leadership skills with the ability to inspire and develop teams.
   • Exceptional communication, interpersonal, and relationship-building skills.
   • Proficiency in clienteling systems
   • Strategic thinking and ability to implement innovative initiatives.
   • Excellent organizational and multitasking abilities.
   • Passion for fashion, styling, and delivering exceptional service.

1. Key Attributes
   • Results-driven with a focus on exceeding client expectations.
   • Proactive problem-solver with a growth mindset.
   • Creative thinker with the ability to plan and execute engaging events.

1. Additional Requirements
   • Flexible schedule, including evenings, weekends, and holidays, as needed.
   • Ability to adapt to a fast-paced and evolving Global Flagship environment.

Qualifications/Experience We’re Looking For:

• Minimum of three (3) years of experience in luxury retail management 
• Full understanding of specialty retail, including business development, visual merchandising and store operations 
• Computer skills to include operation of retail point of sale system, Word, Excel and email 
• Must be able to lift, carry or otherwise move objects weighing up to 35 pounds when merchandising the sales floor and use ladders or stairs 
• Strong leadership critical thinking and problem solving skills. Delegate responsibility and work to the staff. 
• Demonstrate strong verbal and written communication skills allowing for communication of the company’s goals and objectives 
• A positive, outgoing, high energy personality that is entrepreneurial, who is sales focused and takes full ownership of the store’s business at all levels 
• A mentor and leader to staff and peers. Developing individual’s strengths and identifying opportunities. 
• A trainer able to teach skills in customer service, selling, and operations
• Experience with Social Media is Critical
  
  

Vince offers a competitive benefits package designed to meet the unique needs of our team members. Some benefits are provided automatically at no cost and others require an active election. Those benefits include:

• Robust healthcare options for medical, dental, vision, flexible spending, and health savings account with employer funding
• 401(k) with employer match
• Generous paid time off plans for vacation, sick, and personal, as well as company holidays
• Clothing allowance & merchandise discounts
• $600 annual gym reimbursement
• Mental health support tools and telehealth psychology and psychiatry
• Family and caregiving benefits including a competitive paid parental leave program as well as supplemental infertility coverage
• Life, accidental death & dismemberment, short-term disability, and long-term disability insurance
• Supplemental hospital indemnity, specified disease, and accident coverage
• Pre-tax commuter benefits including transit and parking
• Discounted pet, home & auto, and legal insurance

V Opco, LLC is an equal opportunity employer and does not discriminate against any applicant or employee because of race, color, religion, sex, sexual orientation, national origin, disability, genetic information, age, or military or veteran status or any other status protected by applicable federal, state or local law. V Opco, LLC also provides reasonable accommodation to qualified individuals with disabilities in accordance with applicable laws. 

Salary : $80,000 - $100,000