The Regional Client Relations Manager will be a key leader in shaping the client experience across multiple retail locations within the region. As the in-store field expert, this role is entrusted with transforming CRM insights into strategic, high-touch client engagement initiatives. The Manager will collaborate closely with store leadership and teams to unlock the full potential of each client relationship, driving growth opportunities and cultivating lasting loyalty through bespoke outreach and unforgettable experiences.
This dynamic role combines two critical functions: guiding the overarching client relationship strategies aimed at retention, repurchase, recruitment, and loyalty, while also serving as an educator and trainer at the store level. The Regional Client Relations Manager will empower teams with the expertise, tools, and skills needed to deliver an exemplary client journey, ensuring consistency across all touchpoints.
The ideal candidate will possess the ability to balance strategic thinking with hands-on leadership, expertly coaching teams on soft skills while also activating data-driven insights. With a focus on personalized outreach, this individual will design and execute elevated client experiences that reflect the brand’s luxury ethos, making each client interaction memorable and meaningful.
Your Impact
Client Growth Strategy & Execution
- Lead the store’s client development vision, focusing on retention, upgrades, reactivation, and acquisition.
- Analyze CRM reports to identify high-potential clients, lapsed behaviors, and opportunity clusters.
- Collaborate with Store Managers and Directors to design and implement targeted outreach plans and personalized follow-up strategies based on client enrichment preferences, purchase patterns, and lifecycle stage.
- Establish and monitor weekly and monthly client goals for each associate, with a strong emphasis on conversion, retention, and the acquisition of new clients.
- Develop and execute strategies to elevate the client experience both at the store level and regionally, ensuring consistency and excellence in service delivery.
Training & Enablement
- Educate the team on how to interpret CRM profiles and client data to plan strategic, high-quality outreach with precise timing.
- Coach Client Advisors on building their “client book,” crafting personalized outreach messages, and conducting elevated, client-focused appointments.
- Lead regular workshops and on-the-floor coaching sessions to instill a client-first mindset and promote proactive selling behaviors.
- Support Morning Briefs with clear outreach actions, celebrating successes, and reinforcing best practices.
- Ensure that all stores are equipped with the necessary tools and resources to provide a seamless and exceptional client journey.
Client Events & Activations
- Plan and execute boutique-level activations and elevated client moments based on real-time client data.
- Collaborate with Training and Merchandising teams to ensure the right collections are featured and that teams have the product insights needed to elevate client interactions and create compelling reasons for driving foot traffic.
- Guide the team in selecting clients for event invitations based on spending history, product interest, and potential.
- Lead client outreach initiatives, including exclusive invitations and personalized follow-ups, ensuring the highest level of engagement and client retention.
- Work closely with marketing and retail teams to craft unique client experiences that align with regional and seasonal campaigns.
- Track and analyze the ROI of client events, measuring their impact and using insights to refine and optimize future initiatives.
- Partner with Visual Merchandising and Store Operations to ensure all activations meet the Moncler brand standard.
Reporting and Analysis
- Track client retention rates, proactive business, prospects, event success, and feedback metrics to drive continuous growth in client satisfaction and loyalty.
- Analyze client insights and sales data to uncover opportunities for service enhancements and tailored offerings.
- Prepare and present regular reports to senior leadership, highlighting client relations activities, challenges, and successes within the region.
- Leverage data-driven insights to inform decision-making and continuously refine client engagement strategies.
Leadership and Stakeholder Collaboration
- Lead and motivate the Client Relations teams across the region, cultivating a culture of exceptional service and client-first values.
- Provide ongoing coaching and training on client relationship best practices, luxury sales techniques, and service excellence.
- Partner with store management to ensure all client-facing employees consistently embody the Moncler Way.
- Collaborate with the Sales, Visual Merchandising, and Operations teams to ensure that client needs and expectations are met seamlessly across all touchpoints.
Professional Conduct & Teamwork
- Demonstrate a collaborative, team-oriented approach, actively supporting activities that contribute to overall business goals.
- Foster a positive and respectful work environment, encouraging open communication and cooperation across teams and with management.
- Uphold company policies and procedures, setting a professional example in conduct and performance.
- Maintain high standards of customer service, integrity, and professionalism in all interactions.
- Perform additional responsibilities as assigned by management in support of team and company objectives.
Qualifications
The Company will provide reasonable accommodations for the known physical or mental limitations of qualified applicants or employees with disabilities, unless doing so would impose an undue hardship on the business.
Travel
Average of 50% of the time.
Education
- Bachelor’s Degree or equivalent experience.
Work Experience
- Minimum 5 years of experience in client relations management, with a proven track record of client retention and service excellence (preferred industries are luxury retail and hospitality).
Core Skills & Attributes
Client Insight & Experience
- In-depth understanding of luxury client behavior and expectations.
- Expertise in crafting meaningful experiences that drive client loyalty and lifetime value.
- Experience in analyzing CRM data and translating insights into actionable plans.
- Skilled in identifying whitespace opportunities and unlocking new revenue streams.
Leadership & Team Empowerment
Natural coach and influencer, capable of inspiring and elevating store performance.
- Proficient in leading training sessions, workshops, and field immersions.
- Empowers teams through education, fostering growth and independence rather than directive leadership.
- Polished communicator, adept at influencing cross-functional partners and aligning teams.
- Comfortable presenting to senior leadership and engaging with store teams.
Business Acumen & Operational Excellence
Strong business acumen, with the ability to align client KPIs with commercial goals.
- Highly organized, with the ability to manage multiple initiatives across various markets.
- Exceptional planning, calendarization, and follow-through capabilities.
- Proven track record of managing events and localized activations from ideation to execution.
- Demonstrates agility and diplomacy in a fast-paced, matrixed organization.
Brand Alignment & Representation
Strong alignment with Moncler's brand ethos, vision, and elevated aesthetic.
- Exhibits impeccable taste, tone, and cultural fluency in all activations.
- Consistently serves as a brand ambassador in all internal and external interactions.
Additional Information
For individuals assigned and/or hired to work in New York, Moncler includes a reasonable estimate of the salary rate range for this role. This considers the wide range of factors that are considered in making compensation decisions; including but not limited to business or organizational needs, skill sets, experience and training, licensure, and certifications. A
reasonable estimate of the current base salary range is $120,000 to $140,000 per hour/per year.
In addition to competitive pay, the hired candidate will also be eligible for an annual bonus, and a comprehensive benefits package including medical, dental, vision, short and long-term disability, paid parental leave, 11 paid holidays, accrue up to 120 hours of paid vacation time, 2 personal days, employee discounts, and a retirement plan with employer contribution.
The position requires approximately 4 days per week in the field with eligibility of one remote workday per week. The Moncler Corporate Office is in the heart of Soho, Manhattan.
Moncler Group is an equal employment opportunity employer.
