Regional VIC & Clientelling Manager Italy

Regional VIC & Clientelling Manager Italy

Ref # : W164871

Department : Retail

Company Description

Ralph Lauren Corporation (NYSE : RL) is a global leader in the design, marketing, and distribution of premium lifestyle products across five categories : apparel, accessories, home, fragrances, and hospitality. With over 50 years of history, Ralph Lauren's brand portfolio includes Ralph Lauren, Ralph Lauren Collection, Ralph Lauren Purple Label, Polo Ralph Lauren, Double RL, Lauren Ralph Lauren, Polo Ralph Lauren Children, and Chaps. These brands are among the most recognized in the world.

At Ralph Lauren, we foster an inclusive culture that unites and inspires our community and the communities we serve. We promote diversity and fairness through Talent, Education & Communication, Employee Groups, and Celebration.

Position Overview

The Regional Clienteling Manager is responsible for clienteling in the region, working closely with the Regional Manager and Store Managers to build and maintain a client portfolio, and to meet regional clienteling KPIs and objectives.

The role involves achieving clienteling targets, supporting store teams, developing strategies, planning in-store moments, and executing client engagement activities such as data capture, prospecting, outreach, appointments, and client retention, especially focusing on HNW clients.

Key Responsibilities include :

• Partnering with the EMEA Clienteling team to launch and lead VIC development initiatives and foster a client-centric culture.
• Ensuring all clienteling tools and activations are utilized effectively at store level to maximize KPIs and ROI.
• Collaborating with the Experience and Development team to implement in-store programs that enhance clienteling results.
• Working with Regional Managers and Store Management to develop strategies and select appropriate client profiles for activations.
• Managing all regional clienteling metrics and ensuring team adoption of the clienteling app.
• Recruiting new VICs and developing acquisition strategies to grow the HNW client base in Italy.
• Providing training, motivation, and coaching to store staff to strengthen client relationships.
• Retaining and developing the existing VIC portfolio, focusing on HNW clients, and exploring cross and up-selling opportunities.
• Monitoring data collection efforts and coaching staff accordingly.
• Supporting re-engagement of lapsing clients and managing the regional store empowerment budget to enhance client experiences.
• Leading the client experience in-store, including private appointments and event support.
• Developing operational procedures for clienteling and supporting out-of-store client events.
• Deepening client profile analysis to personalize experiences and adhering to privacy policies during events.

Experience, Skills & Knowledge

• Minimum 5 years of luxury retail experience.
• Deep understanding of the luxury business, customer base, competitors, and products.
• Proven ability to develop and implement excellent customer service and client relations strategies.
• Proactive, self-motivated, and flexible with working hours.
• Excellent verbal and written communication skills.
• Strong time management and organizational skills.
• Proficiency with MS Office Suite (Word, Excel, PowerPoint, Outlook).

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Regional Vic Clientelling Manager Italy • pavia, Italia