Job Description

Client Development Manager, North America

Dynamic Field-Based Role – 80% In-Market Presence Required

Reporting to: Market Vice President, Northeast Region

This is a pivotal, field-based leadership role requiring approximately 80% travel and in-store presence within the Northeast region to directly support regional commercial goals by enhancing client development strategies with our retail teams.

Reporting to the Market Vice President of the Northeast region, the Client Development Manager is responsible for implementing the North America Client Development strategy within the local Market and executing through the store leadership within the region. This role is crucial in identifying and addressing specific clienteling behaviors, elevating best practices, and ensuring a consistent, high-touch client experience across all regional stores to enhance brand loyalty and drive regional sales growth.

The Client Development Manager partners extensively with the Market Vice President, the store leaders and the North American Retail Excellence team to ensure exceptional retail experiences, personalized client journeys, and effective regional client strategies.

Key Responsibilities

Champion and roll out the Client Development Roadmap

• Establish and uphold a culture within regional store teams that prioritizes intentional thinking and actions to elevate, surprise and celebrate clients' special moments and cultivate meaningful, long-term client relationships through personalized follow-up.
• Leverage regional data to implement a localized client strategy to boost client acquisition, retention, and engagement, aligning with North America brand strategy, regional business objectives, and local client insights to achieve regional commercial goals.
• Collaborate closely with store leadership to develop comprehensive client development action plans for individual stores and client advisors, empowering store leaders to champion these strategies and ensure consistent execution by their teams.
• Provide ongoing support to store leadership through regular store visits, weekly emails, and post-visit notes, focusing on business performance and the execution of client development action plans.
• Conduct dedicated follow-up meetings after store visits to assess results with Market Vice President and store leaders, ensuring adherence to non-negotiable clienteling behaviors and providing coaching as needed.
• Identify and action opportunities in clienteling and performance to drive immediate impact and demonstrate quick wins.
• Collaborate closely with headquarters on the roll-out of new Client Development initiatives and tools.
• Support teams with the effective use of existing clienteling tools and the successful adoption of new ones.
• Share regional insights, best practices, and business needs with the North American Retail Excellence team through bi-weekly meetings to continuously refine and improve the North America strategy.

Data Analytics:

• Analyze various reporting tools (quantitative, qualitative) to identify business opportunities for store leadership to implement action plans around clienteling behaviors, client appointments and follow-up.
• Share these results on an ongoing basis to maintain focus on clienteling metrics
• Monitor clienteling activities, tools usage from Sales teams, and celebrate best-in class clienteling practices
• Guide store leaders to ensure Client Advisors develop client development strategies, review their client lists, assess their results, and provide appropriate guidance.
• Work closely with local partners such as the Market Vice President, store leadership, Regional Retail Learning teams to enhance retail actions, tools, rituals, and behaviors.

Required Qualifications

• 5+ years in luxury retail, client development, hospitality, or client experience leadership, with strong retail/store operations understanding specific to the region.
• Experienced sales and clienteling professional in an omnichannel luxury environment with proven track record in cultivating strong client relationships, coaching excellence in clienteling and driving client loyalty.
• Strong analytical skills, experience in leveraging data to drive actionable insights tailored to regional performance.
• Deep understanding of regional client behaviors, cultural nuances, and market dynamics.
• Excellent communication and interpersonal skills, with the ability to influence and engage stakeholders at all levels within the region.
• An inspiring and trusted leader, able to guide, empower and support teams
• Attentive listener with strong interpersonal skills and communicative optimism
• Flexibility to work varied shifts, including days, nights, weekends, and holidays
• Preferred: A college/university degree

The hiring range for this position ranges from $111,300 - $150,000. The rate of pay offered will be dependent upon candidates’ relevant skills and experience.