VIP Manager

POSITION: VIP Manager
PERPORTS TO: Lauren Preston, Chief Strategy

DUTIES & RESPONSIBILITIES:

The VIP Manager looks after some of our most valuable client relationships and offers a truly bespoke experience. You will be responsible for leading the team to achieve ambitious sales targets and excel in customer service while supporting RHLA Client Development objectives to increase loyalty, retention and generate new business.

Sales and Management

  • Manage the RHLA Stylist Affiliate Program.

  • Proactively work to recruit and acquire new affiliate relationships and maintain and elevate existing ones

  • Identify partnership opportunities with clients and affiliates, including content creation, wardrobing

    tutorials in-store events and pop up events

  • Increase share of sales in key categories such as fine jewelry and special collections to drive average

    transaction value (ATV)

  • Develop a specific action plan for business development, local and domestic

  • Manage client experience ensuring highest standards are met

  • Ensure the events calendar with product launch dates/specific merchandise drops is always up-to-date

    and communicated throughout the store People and Leadership

  • Lead, motivate and inspire RHLA sales associates to deliver objectives and elevate selling ceremonies,

  • Partner on trainings and development program to support team growth and progression

  • Develop relationships with our VIP clients to better understand their needs and meet their expectations

  • Develop relationships with our Business Development Partners to seek out new business opportunities for

    revenue growth, including Marketing, Ecomm and Buying teams

  • Learn about our VIP clients through CRM and curate personalize outreach, wardrobe curation, events and

    gifting opportunities.

    Customer Service

  • Act as a role model and set the benchmark for sales and service standards at RHLA

  • Ensure the right tools, technology and processes are in place for a seamless VIP client experience

  • Determine ways to improve VIP Client Service levels with a special focus on approvals and after sales

    Support Client Development Objectives

  • Develop strong relationship with the merchandising team and regularly provide client feedback

  • Work with Merchandiser Planner to understand client data and build communication campaigns in

    partnership with chief Strategist

  • Support initiatives and action plans for launches, and new collections

  • Help develop events and campaigns that will attract new clients and engage existing ones

  • Help implement clienteling actions

JOB REQUIREMENTS:

  • Extensive experience in luxury apparel retail

  • Positive approach to change and can-do attitude

  • Able to cultivate, motivate and lead a team by setting an excellent example

  • Strong interpersonal and communication skills

  • Highly organized with strong attention to detail

    PHYSICAL REQUIREMENTS:

  • Be able to stand for long periods of time (up to four hours)

  • Be able to bend over, reach below the waist and above the head

  • Be able to go up and down stairs

  • Push and pull clothing racks weighing up to 30lbs

  • Lift items weighing up to 15lbs

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