Clienteling Manager - Serravalle, Italy

Clienteling Manager – Italy, Serravalle

McArthurGlen Group, Europes leading owner, developer and manager of designer outlets, was founded in Europe in 1993 and currently manages 20+ designer outlets in 8 countries.

Our Mission: To create the finest retail experiences.

Our Purpose: Making the extraordinary possible.

As Clienteling Manager, you will be the first point of contact for high-net-worth individuals (HNWI) and key luxury partners. Acting as a trusted host and connector, you will deliver a highly personalised hospitality experience while driving loyalty, engagement and commercial growth.

Responsibilities

• Champion an exceptional, personalised guest experience across all touchpoints.
• Promote premium in-centre services such as Personal Shopping, Concierge, Premium Parking, Guest Lounge and Shopping Services.
• Drive guest spend, retention and loyalty through in-person engagement and thoughtful follow-up.
• Lead and support the Personal Shoppers team, setting the standard for luxury service delivery.
• Build rich, detailed HNWI guest profiles to unlock tailored experiences and commercial opportunities.
• Manage the end-to-end client gifting journey, from concept to delivery.
• Maintain a visible floor presence to coach, inspire and identify opportunities for service excellence.
• Handle complex guest requests and resolve issues with confidence, discretion and care.
• Plan and deliver exclusive Guest Lounge events and activations in collaboration with internal teams.
• Analyse guest feedback and insight to continuously refine service standards and SOPs.

Qualifications

• At least 5 years experience in a similar role within luxury hospitality or premium retail.
• Proven leadership skills with a passion for developing high-performing teams.
• A natural ability to connect with both local and international guests, building trust and rapport.
• A deep understanding of luxury service expectations and a genuine love for creating memorable moments.
• Fluency in Italian and English; additional languages are highly valued.
• A polished, professional presence with a confident, approachable manner.
• The agility to thrive in a fast-paced environment while managing multiple stakeholders.
• Strong IT skills, including Microsoft Office and Outlook.

Benefits & Opportunities

• Competitive salary with a performance bonus of up to 25%.
• Wellbeing allowance for activities that promote wellbeing.
• Two paid volunteering days per year.
• Access to exclusive discounts at Designer Outlets.
• Hybrid working options where possible.
• International exposure across eight countries.
• Learning & Development opportunities with LinkedIn Learning, internal moves, cross-country projects, and core development programs.
• Values-based culture that values excellence, innovation, and making a difference.
• Positive work environment; 89% of colleagues recommend the company.

What to Expect During the Recruitment Process

• We commit to replying to all applications. Feel free to get in touch if you'd like an update.
• You will have a main point of contact within our Talent team.
• We are a collaborative business; meeting as many people as possible during the recruitment process is important.
• We aim to keep the process to two stages wherever possible.

Inclusivity & Diversity

At McArthurGlen, we value diversity and believe that everyone is extraordinary in their own way. We are an inclusive employer and support flexible working wherever possible. 95% of colleagues believe we treat each other with dignity and respect regardless of their personal identities.

Even if you are not sure you fit all the requirements for this role, we'd still love to hear from you. There may be another opportunity within McArthurGlen that is more suitable for you now or in the future.

Our Success Framework

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