Job Title: In-Store Clienteling Manager
Department: Retail / Client Development
Location: Boutique
Reports To: Store Manager / Retail Director
Employment Type: Full-time
Position Overview
The In-Store Clienteling Manager is responsible for driving client engagement, retention, and sales growth through best-in-class clienteling practices within the boutique. This role combines a strong luxury service mindset with data-driven client development, ensuring that every client interaction is personalized, relevant, and aligned with the brand's values.
The Clienteling Manager will lead the store's clienteling strategy, coach sales associates on effective relationship management, and leverage client data and CRM tools to strengthen customer loyalty, increase repeat visits, and maximize client lifetime value.
Key Responsibilities
1. Clienteling Strategy & Business Development
- Develop and execute the boutique's clienteling strategy in partnership with the Store Manager and Retail/CRM teams.
- Build and maintain a strong portfolio of high-value, VIC, VIP, and emerging clients.
- Identify opportunities to acquire new clients and convert prospects into loyal brand clients.
- Drive repeat visits, appointment bookings, cross-selling, upselling, and client retention.
- Develop personalized outreach strategies based on client preferences, purchase history, behavior, and lifecycle.
- Support the store in achieving clienteling KPIs, including client retention, repeat purchase, CRM engagement, appointment conversion, and sales contribution.
2. Client Relationship Management
- Deliver and role-model exceptional, personalized luxury client experiences.
- Develop meaningful long-term relationships with clients while maintaining the highest standards of discretion and professionalism.
- Ensure relevant and timely communication with clients through approved channels.
- Coordinate personalized invitations, product launches, private appointments, trunk shows, events, and other client engagement initiatives.
- Anticipate client needs and proactively identify opportunities to introduce new collections, categories, and services.
- Maintain accurate and up-to-date client profiles and preferences in the CRM system.
3. CRM & Data Management
- Act as the store's key point of contact for clienteling and CRM initiatives.
- Analyze client data to identify opportunities, trends, dormant clients, high-potential prospects, and purchasing patterns.
- Translate CRM insights into actionable client outreach and sales activities.
- Monitor clienteling performance and provide regular reporting and insights to store management.
- Ensure high-quality CRM data capture and compliance with company policies and data privacy standards.
- Partner with regional/global CRM teams to implement campaigns and maximize local client engagement.
4. Team Leadership & Coaching
- Coach and motivate Sales Associates to adopt a proactive, client-centric approach to relationship management.
- Establish clear clienteling routines, targets, and follow-up expectations for the team.
- Conduct regular reviews of client portfolios and outreach activities.
- Share best practices in client outreach, storytelling, appointment setting, follow-up, and relationship building.
- Support team members in developing their individual client books and identifying opportunities for growth.
- Lead by example by demonstrating outstanding client engagement and commercial acumen.
5. Client Events & Activations
- Support the planning and execution of exclusive client events and boutique activations.
- Identify priority clients and prospects for invitations based on CRM insights and commercial objectives.
- Develop personalized pre- and post-event client engagement strategies.
- Track event attendance, sales performance, and subsequent client conversion.
- Ensure a seamless and elevated client journey before, during, and after each activation.
6. Cross-Functional Collaboration
- Partner closely with Store Management, Retail Operations, Merchandising, Marketing, PR, CRM, and Regional Client Development teams.
- Share client insights with relevant stakeholders while maintaining confidentiality.
- Support product and collection launches through targeted client outreach.
- Contribute to local market intelligence and provide feedback on client preferences, trends, and competitive activity.
Key Performance Indicators
- Client retention and reactivation
- Repeat purchase rate
- Clienteling-generated sales
- VIC/VIP sales contribution
- Average transaction value
- Client purchase frequency
- Appointment volume and conversion
- New client acquisition and conversion
- CRM data quality and client profile completeness
- Client engagement and outreach activity
- Event attendance and event-generated sales
- Individual and team clienteling performance
Candidate Profile
Experience
- 5–8+ years of experience in luxury fashion, luxury retail, beauty, jewelry, watches, hospitality, or another high-touch client-service environment.
- Proven experience in clienteling, CRM, client development, or luxury retail sales.
- Previous experience coaching or leading a retail sales team is highly desirable.
- Strong understanding of luxury clientele, VIC/VIP management, and relationship-driven selling.
Skills & Competencies
- Strong commercial and client-development mindset.
- Exceptional interpersonal and communication skills.
- Highly customer-centric with a natural ability to build trust and long-term relationships.
- Strong analytical skills and confidence working with CRM/client data.
- Excellent follow-up and organizational skills.
- Strong storytelling and product presentation abilities.
- Ability to coach, influence, and motivate a diverse retail team.
- High level of discretion and professionalism when working with VIP clients.
- Proactive, entrepreneurial, and results-oriented.
- Strong understanding of luxury service standards and brand positioning.
- Comfortable working in a fast-paced, target-driven retail environment.
