MAIN PURPOSE

The Client & Service Manager is responsible for elevating the luxury client experience across boutiques, ensuring consistent service excellence, clienteling standards, and personalized engagement.

The role oversees coaching of retail teams on client interaction, manages CRM execution, and strengthens relationships with key luxury clientele including VICs and high-potential new clients. This position requires refined service etiquette, leadership presence, and the ability to act as a brand ambassador while directly supporting client moments in boutique.

KEY RESPONSIBILITIES

1. Client Interaction Excellence & Coaching

Conduct regular observation of boutique client interactions and service delivery quality.

Coach Client Advisors and Boutique Managers on:

·      Luxury service etiquette

·      Clienteling best practices

·      Client engagement and follow-up cadence

·      Emotional intelligence, gifting, appointment hosting

Lead boutique roleplays, service calibration sessions, and onboarding training focused on client journey refinement.

Ensure alignment with maison service standards and retail training frameworks.

2. CRM & Clienteling Program Leadership

Guide boutiques in CRM utilization to strengthen engagement and retention:

·      Client outreach cadence & personalization quality

·      Post-purchase engagement

·      Event invitations & VIC activation

·      Appointment booking success and follow-up conversion

Monitor client KPIs:

·      Retention / reactivation

·      New client onboarding quality

·      VIC participation & growth

·      Appointment attendance vs sales outcome

Ensure CRM data accuracy, profiling depth, segmentation tagging, and continuous improvement in boutique-level CRM hygiene.

3. Direct Client Engagement

Meet and host clients in boutique during VIP visits, events, and private appointments.

Support boutique teams in:

·      Top client cultivation

·      Client recovery & dissatisfaction case handling

·      Bespoke gifting, concierge support, experience curation

Act as luxury client ambassador representing maison values with impeccable discretion and service quality.

4. Client Experience Strategy & Implementation

Partner with Retail VP and Retail Excellence to refine client experience programs across boutiques.

Oversee implementation of:

·      VIP Events

·      Private preview appointments

·      Personalized gifting and celebration journeys

·      Post-service satisfaction follow-up

Support experience innovation: personalized client journeys, product tailoring sessions, VIC events with luxury standards.

5. Boutique Team Development & Service Governance

Conduct boutique service audits and feedback reviews.

Develop boutique-level action plans based on:

·      CRM performance metrics

·      Conversion & customer experience gaps

Lead luxury service learning circuits, shadow coaching, and mentoring of boutique leadership.

COMPETENCIES

• 4-8 years experience in luxury retail, hospitality excellence, CRM management, or client development roles.
• Deep understanding of luxury service etiquette, clienteling communication, and high-net-worth client behavior.
• Strong interpersonal influence, coaching skills, and executive-level presence.
• Strong communication, discretion and emotional intelligence in handling VIP clientele.
• Client relationship mastery with ability to nurture long-term client loyalty.
• Coaching orientation with ability to uplift boutique service culture.
• Strong confidentiality in dealing with VIC profiles and purchase history.
• Natural host who embodies maison heritage, storytelling, and refined hospitality.