Director of Retail Client Experience

WHY JOIN ALO?
Mindful movement. It's at the core of why we do what we do at ALO—it's our calling. Because mindful movement in the studio leads to better living. It changes who yogis are off the mat, making their lives and their communities better. That's the real meaning of studio-to-street: taking the consciousness from practice on the mat and putting it into practice in life.

OVERVIEW
We are seeking a visionary and passionate leader to own, elevate, and drive the entire retail journey with a focus on delivering an exceptional client experience, best-in-class selling strategies, and personalized styling programs. This role will define and execute a global strategy that aligns with brand values and business objectives, ensuring consistency across all touchpoints—digital, in-store, and post-purchase.

The Director will be accountable for client loyalty, and brand perception through innovative clienteling programs, service standards, and styling initiatives. This role requires a deep understanding of customer behavior, retail dynamics, and team development, as well as proven success in leading cross-functional partnerships in a service-centric environment.

RESPONSIBILITIES
Client Experience & Service Strategy

• Design and implement a holistic client experience strategy that integrates selling, service, and styling excellence.
• Champion a culture of hospitality and client-centricity across the global retail network.
• Define and uphold service standards that ensure a consistent, elevated experience at every touchpoint.

Clienteling & Relationship Management

• Develop and scale clienteling programs that empower teams to build long-term relationships.
• Leverage CRM tools and data to personalize outreach, drive repeat business, and optimize engagement.
• Own relationships with third-party clienteling technology providers to maximize adoption and results.

Styling & Selling Excellence

• Create and scale styling programs that reflect brand identity and seasonal trends.
• Train and inspire store teams to deliver personalized styling experiences and consultative selling.
• Collaborate with merchandising and marketing to align styling and selling strategies with campaigns and product launches.

Sales Education & Enablement

• Develop and deliver training programs focused on selling skills, product knowledge, and service behaviors.
• Coach store leaders and associates on client engagement techniques to drive conversion and category sell-through.
• Analyze sales performance metrics to identify opportunities and optimize selling behaviors.

Leadership & Team Development

• Lead, mentor, and inspire a team of client experience managers, educators, and styling leaders.
• Foster a culture of accountability, innovation, and continuous improvement.
• Develop recognition programs to celebrate experience and selling milestones.

Analytics & Insights

• Establish and monitor KPIs for service quality, conversion, styling adoption, and client satisfaction.
• Gather and analyze customer and employee feedback to inform strategic decisions.
• Provide regular reporting and insights to senior leadership on clienteling, styling, and selling performance.

Cross-Functional Collaboration

• Partner with Retail Operations, Education, Visual Merchandising, and Marketing to ensure cohesive execution.
• Represent the voice of the customer in strategic planning and decision-making.

QUALIFICATIONS

• 8+ years of experience in retail leadership, preferably in premium or luxury environments.
• Proven track record of driving sales through client experience, selling, and styling initiatives.
• Strong leadership and team development skills.
• Excellent communication, presentation, and analytical abilities.
• Passion for fashion, styling, and customer engagement.

The base salary range for this position is $160,000-$190,000 per year, which represents the current range for the base salary for this exempt position. Please note that actual salaries will vary based on factors including but not limited to location, experience, and performance. As such, on occasion and when applicable, there is the possibility that the final, agreed-upon base salary may be outside of the upper end of the range. Please also note the range listed is just one component of the company's total rewards package for exempt employees. Other rewards may include long term incentives, a PTO policy, and many other progressive benefits.

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