Career Opportunity
Senior Clienteling Specialist
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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 Flagship Clienteling Specialist drives clienteling excellence within our UK flagship location by fostering a client-centric culture among team members. This role serves as the cornerstone for implementing the EMEA Clienteling strategy, ensuring exceptional client experiences that reflect our luxury brand standards. This position offers the opportunity to shape the client experience at our most prestigious UK location while playing a pivotal role in our EMEA clienteling strategy.
Essential Duties & Responsibilities
Strategic Leadership & Management Partnership
- Act as a key liaison for the General Manager, supporting the cultivation of a client-centric mindset throughout the store
- Serve as the primary ambassador for clienteling initiatives within the flagship store
- Execute clienteling strategies with precision in the flagship environment
- Align with store management to integrate clienteling activities with broader store objectives
- Deliver impactful morning briefings that inspire and focus teams on clienteling excellence
- Design and implement effective incentive programs that reinforce clienteling behaviours
Campaign Animation & Team Development
- Animate campaigns at the store level through compelling communication strategies
- Lead engaging briefings that clearly articulate campaign objectives and clienteling opportunities
- Execute training programs that equip SAs with campaign-specific clienteling tools
- Provide in-the-moment coaching to Sales Associates and managers on clienteling best practices
- Design and implement incentives that motivate team performance during campaigns
- Elevate the quality of client communications, appointments, and follow-up
VIC Client Experience Management
- Supporting in cultivating and nurturing high-value client relationships within the flagship environment
- Collaborate with Regional Clienteling Manager and Elite Lifestyle Manager on strategic VIC client initiatives
- Drive flagship efforts in VIC client acquisition, retention, and development
- Support to orchestrate exceptional experiences for top-tier clients visiting the flagship and private suite
Performance Analytics & Reporting
- Support in managing and evaluating flagship client event effectiveness and experiences
- Optimize ROI on gifting programs and VIC client recognition initiatives
- Monitor and report key clienteling performance indicators to RCM
- Analyze client engagement metrics and provide insights on team performance
- Ensure exceptional data quality in client database and maintain analytical dashboards (trackers etc)
- Support seamless execution of regional events hosted at the flagship location
- Foster a data-driven culture of clienteling excellence
Experience, Skills & Knowledge
Experience & Expertise
- Minimum 3 full strategic cycles in luxury retail with demonstrated clienteling success
- Comprehensive understanding of flagship store operations and elevated standards
- Proven ability to coach and develop client advisors to exceptional performance
- Expert knowledge of luxury client service principles and relationship cultivation techniques
Skills & Competencies
- Outstanding interpersonal communication and relationship-building abilities
- Strong analytical skills with capacity to translate data into actionable insights
- Exceptional attention to detail and follow-through
- Ability to work collaboratively across functions while demonstrating leadership
- Passion for luxury retail and creating memorable client experiences
