A VIC (Very Important Client) Clienteling and Service Training Manager is responsible for developing the strategies, skills, and behaviors necessary to cultivate relationships with high-net-worth individuals, ultimately driving brand loyalty and sales, by maximing their CLTV. This role combines high-level clienteling strategy with hands-on coaching to ensure a premium, personalized client experience, tailor made according to customers behavioral tagging. Core Responsibilities • Training & Coaching Strategy: Design and deliver training modules focused on luxury clienteling standards, bespoke service etiquette, brand and product storytelling. • VIC & Clienteling Development: Define, monitor, and refine 1:1 clienteling strategies according to behavioral cluster segmentation, ensuring client advisors maintain high-quality outreach, sophisticate client segmentation, and personalized engagement. • Performance Management & KPIs: Establish and monitor KPIs for clienteling, such as client coverage, retention rates, outreach effectiveness, and VIC contribution. • In-Store Coaching: Conduct regular on-the-floor coaching sessions to reinforce selling behaviors, CRM tool usage (e.g., notes, appointments), and high-level service interaction. • Event & Experience Execution: Plan and execute client-focused activations, private shopping events, and personalized experiences to drive engagement. • Operational Alignment: Collaborate with Merchandising, CRM, and Retail teams to align clienteling with business needs and ensure consistent service standards across all boutiques

Key Requirements & Skills • Luxury Experience: Extensive experience in luxury retail, clienteling, or CRM, specifically with HNW/VIC clientele. • Training & Facilitation: Proven ability to deliver training and coach staff, including senior retail managers, with strong facilitation skills. • Data Literacy: Strong analytical skills to interpret client data, CRM usage, and sales metrics, translating them into actionable strategies. • Technological Proficiency: Experience with modern clienteling tools, AI-assisted tools, and CRM platforms. • Influencing Skills: Ability to work cross-functionally and influence stakeholders without direct authority Key Performance Indicators (KPIs) Managed • VIC acquisition, retention, and reactivation rates. • Client portfolio growth and engagement frequency. • Usage rates of CRM/Clienteling platforms. • Mystery shopping results and service quality feedback. This role is essential for luxury brands seeking to enhance their personalized client experiences and increase loyalty among their most valuable customers.