Client Development Manager, North America
Reporting to: Market Vice President, Southwest Region
The Manager, Client Development will have a thorough understanding of luxury clientele purchasing behaviors, an elevated approach to events and a proven track record of impacting business, driving client relations strategies and objectives for Southwest market with special emphasis on the Mandarin-Speaking Client base. The Client Development Manager is responsible for managing and enhancing the market client strategy and tools that support our retail teams in driving loyalty, sales & client growth.
The Manager, Client Development – Southwest must be able to think strategically while also being hands-on in overseeing the day-to-day execution of the agreed upon strategy with a focus on clients, people, and brand desirability. They will be open and approachable and will work with the in-market teams in a transparent, united and mutually supportive manner. They must model and champion our core belief; People Make the Difference and our values; Be Creative & Innovative, Deliver Excellence and Cultivate an Entrepreneurial Spirit.
Key Responsibilities
Thoughtful
- Grow client loyalty and sales in partnership with Director and region/market contacts.
- Define & execute plans to maintain and grow VIC and High Value client base and other priority client segments (e.g. new, locals, lapsed...) specific to Mandarin Speaking Client base.
- Develop & evolve our client contact strategy with a focus on personalized outreach, appointments & client planning.
- Champion high-quality data capture & data privacy.
- Inform clienteling capabilities and data advancements as well as training & communications that deliver results, fosters a culture of client connection, makes our CAs jobs easier & empowers local teams.
- Lead the enhancement of our client outreach processes & capabilities.
- Manage market clienteling budget & advise as needed on specific budget planning around top client development events.
- In partnership with the Director, create a strong center of excellence that fosters a globally consistent, elevated client experience, while also empowering strong localization.
- Develop guidelines to drive clarity & consistency in execution of core clienteling activities and / or policies & procedures.
Create visibility to annual clienteling tools to allow for local planning.
Curious
- Foster strong cross functionally relationships as you manage the ongoing enhancement of our clienteling tool kit.
- Foster best practices sharing.
- Be the go-to point of contact to maximize the use of global tools & ensure fit for use of all global tools.
- Support regions as they define & implement local strategies, with a focus on key markets.
- Deepen the relationship with our HNW clients to achieve sales plan and drive lifetime loyalty and spend.
- Drive client development activities among retail locations to cultivate new and existing clients.
- Demonstrate sales leadership by playing an active role in managing long-lasting client relationships personally through private selling.
- Optimize hospitality and store amenities to create unique experiences.
Optimistic
- Continuously innovate to simplify activities and deliver stronger results.
- Perform monthly client performance review with region / market teams with a focus on driving actions & decision making.
- Partner with Team Managers to consistently achieve or exceed monthly, quarterly and annual store sales plan.
Drive business through key product pillars with special focus on High Jewelry.
Required Qualifications
- Minimum of 5 years of retail or luxury retail store management experience or relevant client related experience (e.g., hospitality).
- Proven track record in sales generation, managing the achievement of sales results.
- Flexibility to work non-traditional hours, including days, nights, weekends and holidays.
- Proven ability to develop new opportunities and maintain client relationships while ensuring brand recognition and penetration in market.
- Proficiency with Microsoft Office, Word, Excel, Outlook, Visio, Power Point, Client tracking systems and Point of Sales (POS) system.
- Flexibility to work in various roles based on business needs (i.e., on the sales floor, operations, etc.).
- Must have authorization to work in the United States or in the country where the position is based
- A college/university degree.
- Graduate gemologist degree or previous Gemological Institute of America (GIA) course work is preferred
The hiring range for this position ranges from $111,350 - $157,200. The rate of pay offered will be dependent upon candidates’ relevant skills and experience.