Career Opportunity
Manager, Virtual Client Advisor
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Company Description
At Ralph Lauren, we unite and inspire the communities within our company as well as those in which we serve by amplifying voices and perspectives to create a culture of belonging, ensuring inclusion, and fairness for all. We foster a culture of inclusion through: Talent, Education & Communication, Employee Groups and Celebration.
Position Overview
The Manager, Virtual Client Advisor will be responsible for driving the success of the Virtual Client Advisor program through the leadership & development of the VCA team, identify & action opportunities to grow the business leveraging key customer insights, & and positively impact the culture of Clienteling & Connected Retail by acting as a resource to support cross-functional partners & initiatives.
Essential Duties & Responsibilities
· Identify & action key deliverables to drive the success and growth of the Virtual Client Advisor program as measured by topline sales, client retention, client reactivation, frequency, cross-sell, and SPH
· Develop a selling team to deliver proactive, topline sales growth through virtual client engagement with under-engaged, existing Ralph Lauren clients
· Foster a customer-centric VCA team culture that emphasizes inclusivity, learning, and professional growth.
· Develop all team members to have strong Luxury Selling & Service competencies in addition to strong Virtual Selling competencies
· Develop strong partnerships with Madison Avenue leadership and store teams & identify and action synergies to drive topline sales growth
· Track lapsed & beyond lapsed client activation strategy execution through reporting and regular touchpoints with key partners
· Foster a team culture that drives Notify Me program growth by liaising between customers & Sales Professionals; with success measured by request forwarding times, customer acquisition, topline sales, conversion, and close rates
· Develop & maintain expertise in key Ralph Lauren Retail initiatives & technologies to drive adoption & understanding both with your direct reports and others
· Act as a resource to support & drive Connected Retail initiatives
· Run, analyze and publish weekly selling reports
· Attend and participate in CD & VCA related meetings
· Consult & Contribute to Content Creation to support learning within key topics for fleet-wide impact
· Meet or Exceed personal sales goal
· This is an in-person position based out of our Madison Avenue stores reporting into Client Development Lead.
Experience, Skills & Knowledge
- Demonstrated track record of developing people & teams within a luxury retail context
- Track record of exceeding personal & team sales targets
- Willingness to be flexible and pivot across multiple tasks and priorities as necessary in fast-paced environment
- Demonstrates a “can-do” approach in being proactive with business growth opportunities
- Build and maintain relationships with cross-functional teams, Ability to build and foster effective working relationships with a wide range of personalities
- Excellent written and verbal communication skills
- Demonstrated aptitude for technology
