Senior Client Experience Manager, Madison Avenue

4 days ago

New York, New York, United States Veronica Beard Full time
About This Role

We are seeking a Senior Client Experience Manager to join our team at Veronica Beard. As a key member of our leadership team, you will be responsible for driving sales and client business through effective utilization of our client journey in-store, clienteling initiatives, and consignment program.

Responsibilities
  • Clienteling:
    • Lead the training of the client journey for the sales team to deliver exceptional customer service
    • Responsible for client capture rate and client book audits
    • Manage client lists and lead outreach initiatives and follow-up
    • Partner with the CRM team and request client lists to drive traffic and sales
    • Ensure client appointments and consignments are documented and recorded per policies
    • Conduct chat-ins with team members to address clienteling performance and client business goals
    • Analyze client shopping trends and present new clienteling ideas and initiatives
    • Manage top client appreciation initiatives
  • Personal Shopper & Studio Services Program:
    • Manage the Personal Shopper Program and Studio Services Program and ensure Personal Shoppers and Studio Stylists uphold the VB contract
    • Facilitate all Personal Shopper and Studio Stylist in-store and virtual client appointments
    • Responsible for all Personal Shopper and Studio Stylist consignment pulls and consignment returns
    • Ensure Personal Shoppers and Studio Stylists are sent the monthly newsletter and plan weekly outreach and follow-up
    • Facilitate all gifting and exclusive offers for Personal Shoppers and their clients
    • Recruit and meet with Personal Shoppers and Studio Stylists within their market
    • Partner with Events team to plan Personal Shopper Events
    • Initiate product requests for client appointments and events as needed
    • Provide Event Recap and hindsight to GM and Field Leader
    • Track sales, consignments, and returns and provide audited sales report for all Personal Shopper and Studio Stylist business
    • Submit monthly commission and Event invoice to finance team
  • Partnerships/Events:
    • Create community calendar to maximize effective planning
    • Identify local charities, organizations, and groups to partner with and plan in-store events
    • Responsible for partnering with corporate and identifying event host in support of the VB quarterly partner
    • Connect with local schools and sororities to form partnerships
    • Partner with the Events Team to solidify hosts and execute all events
    • Plan in-store activations strategically during peak business times
    • Identify event needs prior to event and communicate needs to Events Team in a timely manner
    • Attend community charity events and luncheons on behalf of Veronica Beard
    • Responsible for silent auction donations and fashion show participation
    • Provide event recap and hindsight to GM, Events Team, and Field Leader
    • Manage post-event host and attendee outreach/thank you letters
  • Fashion/Styling:
    • Represent the fashion and style of Veronica Beard
    • Knowledge of current fashion trends and styles
    • Appreciation and demonstration of an overall finished fashion look
    • Comfortable with being on camera for social media purposes (both stills and video)
    • Able to fluidly discuss product and fashion on camera
    Requirements
    • Minimum of 2 years retail store management position/experience in women's apparel (or related field)
    • Ideal candidate must have previous experience in planning events and building client retention and loyalty
    • Ability to work flexible schedule including nights and weekends
    • Strong verbal and communication skills
    • Strong observation skills – identifying and assessing customer and employee behavior, reactions, and floor awareness
    • Ability to retain and utilize data, i.e. names, merchandise, information, policies, and procedures
    • Foster a work climate that inspires mutual trust, respect, professionalism, and teamwork to achieve goals
    Salary

The estimated salary for this role is between $70,000 and $75,000 annually. Compensation packages may vary based on individual qualifications and experience.

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