Client Experience Manager
The Client Experience Manager will be the point person for our most valued client relationships. This individual will be passionate about LoveShackFancy and be responsible for creating a truly bespoke client experience. This individual will possess excellent communication skills and be a leader in sales, consistently remaining the Top Seller in their designated store, maximizing sales and client experience. The Client Experience Manager will be responsible for contributing 30% of total store sales monthly, 40% of which must be driven via client appointments. The Client Experience Manager must grow their client book by 5% annually. Candidates must have experience cultivating strong client relationships with a proven track record.
Responsibilities include but are not limited to:
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Identify and actively recruit high potential clients and develop exclusive LSF relationships, developing event ideas focused on client experience
- Establish and manage top client book – utilize LoveShackFancy data to review client lists
- Define strategy and plans for acquisition and retention of new and existing clients
- Develop and implement clienteling strategies for the store in conjunction with the Store Manager
- Support Store Manager in building an acquisition strategy and actively clientele high potentials
- Host client engagement events develop client relationships
- Support Store Manager in driving a client centric mind-set throughout the store – use deep knowledge of the LoveShackFancy level of service and communicate, coach, and inspire the team to develop their own client relationships
- Develop and implement strategies to enhance the overall in-store experience
- Handle escalated customer concerns with professionalism and effective resolution
- Monitor customer feedback and identify opportunities for improvement
- Build and maintain relationships with key clients to encourage repeat business
- Oversee clienteling initiatives, including outreach, appointments, and follow-ups
- Leverage CRM tools to track customer preferences and behaviors
- Drive sales through exceptional service and relationship-building
- Analyze KPIs (conversion rates, average transaction value, client retention) and implement action plans
- Partner with leadership to achieve store revenue targets and operational goals
- Deliver exceptional client service
- Ensure store presentation, merchandising, and cleanliness meet brand standards
- Achieve and exceed individual sales targets (30% of total store sales monthly, 40% of which must be driven via client appointments)
- Opening and closing the store in the absence of the Store Manager and Assistant Manager
- Open availability is required, including weekends
- Retail store role
Ideal Candidate:
- Experienced in retail sales within a luxury setting min. 3 years
- Established client book ($1M minimum in volume)
- Established experience with Studio Services, Personal Stylist, and Celebrity Stylists
- Highly motivated and competent; able to communicate at all levels internally and externally
- Energetic, self-stater, self-motivated, and organized – approachable with a flexible outlook
- Ability to mentor junior team members regarding service, clienteling, and conversion
