Ralph Lauren Regional VIC & Clientelling Manager Italy

Regional VIC & Clientelling Manager Italy

Join to apply for the Regional VIC & Clientelling Manager Italy role at BoF Careers .

Company Ralph Lauren Corporation (NYSE:RL) is a global leader in design, marketing and distribution of premium lifestyle products across five categories: apparel, accessories, home, fragrances, and hospitality. The company’s brands include Ralph Lauren, Ralph Lauren Collection, Ralph Lauren Purple Label, Polo Ralph Lauren, Double RL, Lauren Ralph Lauren, Polo Ralph Lauren Children, and Chaps. Ralph Lauren fosters a culture of inclusion and belonging, with emphasis on Talent, Education & Communication, Employee Groups and Celebration.

Position Overview

The Regional Clienteling Manager is responsible for clienteling for the region, working closely with the Regional Manager and Store Managers. The role focuses on building and maintaining the client portfolio to achieve regional clienteling KPIs and objectives. Responsibilities include setting strategies, planning in-store moments, activation, and guiding the clienteling process and metrics: data capture, contactability, prospecting, client outreach, appointments, and top-tier client engagement, retention and HNW acquisition.

Essential Duties & Responsibilities

• In partnership with the EMEA Clienteling team, launch and lead VIC development initiatives in-store to build an effective client-centric culture across the region, supporting stores in developing meaningful 1:1 relationships and leveraging activations provided by corporate.
• Ensure Clienteling tools and activations are implemented, understood and leveraged at store level, driving KPIs and maximizing ROI.
• In partnership with the EMEA Experience and Development team, develop and implement in-store programs to stimulate clienteling development and results.
• Collaborate with Regional Manager and Store Management to develop appropriate strategy and select client profiles for local and global activations in-store and off-site.
• Accountable for all regional Clienteling metrics (data capture, Clienteling sales, client outreach, appointments, retention, etc.).
• Be an ambassador for clienteling, leading by example in welcoming and entertaining clients during in-store and off-site events.
• Ensure successful adoption of the Clienteling app among store management and Sales Associates.
• Recruit new VICs within and outside of stores and develop a comprehensive acquisition strategy to accelerate HNW growth for Italy in alignment with marketing/Clienteling.
• Recruit and acquire new HNW clients, delivering personalized development plans.
• Drive effective prospect conversion rates across retail events.
• Provide training, motivation and coaching to Store Managers and sales staff to enhance client relations.
• Retain and develop the existing VIC portfolio; develop a client development strategy focused on HNW opportunities and cross-sell.
• Monitor and coach Sales Associates on data collection to enrich the database; emphasize customer retention and service-centric leadership.
• Identify lapsing clients and implement re-engagement actions; manage regional store empowerment budget to enhance VICs and in-store experience.
• Champion client experience and luxury lifestyle standards; lead the client experience in-store and for Private Appointments.
• Develop operational standard procedures for clienteling; support out-of-store events with VIC and deputy client advisor.
• Assist in deep-diving client profiles, behavior and preferences to personalize experiences.
• Adhere to Global Media and Social Policy regarding events and customer privacy.

Experience, Skills & Knowledge

• 5 years minimum of Luxury Retail experience.
• Deep knowledge of Luxury Business, customers, competitors and products.
• Previous people management experience.
• In-depth knowledge of developing and delivering excellence in customer service and client relations.
• Commercial awareness and proactive, self-motivated attitude.
• Flexible hours to suit business needs.
• Excellent verbal and written communication; ability to communicate up, down and across the organization.
• Strong time management and ability to prioritize.
• Proficiency with MS Word, Excel, PowerPoint and Outlook.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Other
• Industries
• Advertising Services