Client Development

2 months ago

Nutley, United States Ralph Lauren Full time
Company Description
Ralph Lauren Corporation (NYSE:RL) is a global leader in the design, marketing and distribution of premium lifestyle products in five categories: apparel, accessories, home, fragrances, and hospitality. For more than 50 years, Ralph Lauren's reputation and distinctive image have been consistently developed across an expanding number of products, brands and international markets. The Company's brand names, which include Ralph Lauren, Ralph Lauren Collection, Ralph Lauren Purple Label, Polo Ralph Lauren, Double RL, Lauren Ralph Lauren, Polo Ralph Lauren Children, Chaps, among others, constitute one of the world's most widely recognized families of consumer brands. At Ralph Lauren, we unite and inspire the communities within our company as well as those in which we serve by amplifying voices and perspectives to create a culture of belonging, ensuring inclusion, and fairness for all. We foster a culture of inclusion through: Talent, Education & Communication, Employee Groups and Celebration.

Position Overview
The Lead of Client Development and Customer Experience at Ralph Lauren is pivotal in elevating the brand's commitment to and elevated luxury service. This individual champion the training and implementation of our signature client development and customer experience initiatives. By providing expert training and coaching on a suite of client relations tools, they ensure that our promise of exceptional service, expertise, and hospitality is delivered seamlessly across all retail customer interactions. Leading with vision, the lead of client development & customer experience guides our store support teams to enhance the Ralph Lauren shopping experience through diverse channels. Collaborating closely with Store Leadership, regional directors and cross functional partners; they are instrumental in cultivating our staff's proficiency in Client Experience Tools and Standards. Their strategic oversight extends to the analysis and dissemination of key performance metrics, fostering a culture of continuous improvement and excellence in client service. This role is not just about maintaining standards; it's about setting new benchmarks in luxury retail and creating memorable experiences that resonate with our clients.Reporting into this role will be Client Development Managers and Assistants

Essential Duties & Responsibilities
Client Engagement: · Spearhead Ralph Lauren's New Ways of Selling initiatives, ensuring that client engagement strategies are efficient, effective, and exceed customer expectations throughout the entire experience. · Drive and track sales performance of Client Development team · Responsible for setting and supporting sales goals through strategic planning and execution. · Monitor and assess associate engagement with customers, leveraging reporting and metrics to optimize the client experience both in-store and through outreach. · Support in crafting and refining a comprehensive strategy, creating materials such as email/text response templates and standard client letters to support consistent and premium client interactions. · Deliver comprehensive training and coaching on company tools to Sales Professionals, ensuring effective use and alignment with sales objectives. · Serve as an expert on the Concierge App, providing troubleshooting support and training across all North American retail stores as needed. · Act as a key liaison between the Field leadership and the Marketing and Events teams, coordinating and executing corporate and store-led initiatives. · Manage event logistics from planning to execution, including vendor coordination, supply ordering, and cross-functional communication. · Collaborate with leadership to continually assess and refine selling strategies to maximize revenue. · Offer coaching and feedback to enhance customer service, ensuring alignment with Ralph Lauren's standards of luxury and hospitality. · Facilitate training sessions on new product launches and client engagement tactics in partnership with corporate training teams. · Identify sales opportunities and provide actionable insights to the sales team, fostering a proactive approach to client engagement. · Represent the brand at events, enhancing Ralph Lauren's presence and fostering client relationships · Work with management to attract, recruit, and retain a high performing client pipeline through networking and competitive shopping; Customer Experience · Champion Ralph Lauren's customer service expectations, ensuring a standardized and exceptional customer experience across all channels, including innovative services like Buy Online Ship to Store and Buy Online, Pick Up in Store. · Set and enforce clear client communication protocols, establishing expectations for response times and follow-up cadence both online and in-store. · Lead the in-store hospitality program, continuously innovating to elevate the guest experience with creative and memorable touchpoints. · Collaborate with the Sales Leadership Teams to ensure fluid communication and flawless execution of brand initiatives and actions to enhance the customer experience. · Analyzing customer feedback and sales data to identify trends and opportunities for experience enhancement. · Partnering with the marketing team to integrate promotional activities into the customer journey, creating a cohesive brand narrative. · Overseeing the implementation of technology solutions that streamline the customer experience, such as mobile apps or virtual fitting rooms. · Conducting regular training sessions to keep the team updated on best practices and new customer service methodologies. · Support operational aspect of enhancing the customers experience through POS policies and procedures. · Support in the development and roll-out of any clienteling and customer experience policies and procedures. Additional responsibilities assigned as needed.

Experience, Skills & Knowledge

• Strong leadership skills
• Highly motivated and organized
• Proven ability to drive results, sales and exceptional service
• Working knowledge of operations, reporting, budgeting etc.
• Capability in learning and becoming an expert in new technologies
• Exceptional communicator with experience in training, developing and influencing others
• Ability to develop effective relationships, provide leadership and motivate individuals towards profitability objectives
• Strategically aligned the operational and sales goals
• Strong project management and business acumen skills
• Proficient knowledge of Microsoft Word, Excel and Outlook
• Must be able to work mornings, weekends, evenings and special events as needed.
• Ability/flexibility to travel
• Ability to lift up to 30lbs. ​​#MR-L1

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