Regional VIC & Clientelling Manager Italy

The Regional Clienteling Manager is responsible for clienteling across the region, working closely with the Regional Manager and Store Managers to build and maintain the client portfolio. The role involves contributing to the achievement of regional clienteling KPIs and objectives by supporting store teams in developing meaningful client relationships, leveraging all available activations and tools, and ensuring the effective implementation of clienteling strategies.

Key responsibilities include:

1. Launching and leading VIC development initiatives in collaboration with the EMEA Clienteling team to foster a client-centric culture.
2. Ensuring all clienteling tools and activations are utilized effectively at the store level to maximize KPIs and ROI.
3. Developing and implementing in-store programs to enhance clienteling results.
4. Working with Regional and Store Management to develop strategies and select appropriate client profiles for activations.
5. Managing all regional clienteling metrics, including data capture, sales, outreach, appointments, and retention.
6. Leading by example in all client interactions and ensuring adoption of the clienteling app among staff.
7. Recruiting new VICs and developing acquisition strategies to grow the HNW client base, particularly in Italy.
8. Training, motivating, and coaching store staff to strengthen client relationships.
9. Retaining and developing the existing VIC portfolio with a focus on HNW clients, identifying cross and up-selling opportunities.
10. Monitoring data collection efforts and coaching staff accordingly.
11. Supporting client re-engagement initiatives for lapsing clients.
12. Managing the regional store empowerment budget to enhance the VIC experience.
13. Championing the client experience and luxury lifestyle standards.
14. Overseeing the client experience in-store, including private appointments and events.
15. Developing operational standard procedures for clienteling.
16. Facilitating client events and personalizations based on client profiles and preferences.
17. Adhering to global media and social policies to protect customer data privacy.

**Experience, Skills & Knowledge:**

• Minimum of 5 years in luxury retail.
• Deep understanding of the luxury business, clients, competitors, and products.
• Proven expertise in customer service and client relations.
• Proactive and self-motivated attitude.
• Flexible working hours to meet business needs.
• Excellent communication skills, both verbal and written.
• Strong time management and organizational skills.
• Proficiency in MS Office applications.

Location: Regional VIC Clienteling Manager Italy, Milan, Italy.