Client Expert (New York Atelier)

ABOUT US

Thom Browne is widely recognized for challenging and modernizing today’s uniform: the suit. By questioning traditional proportions, Browne’s designs consistently convey a true American sensibility rooted in quality craftsmanship and precise tailoring. We pride ourselves on our core values of respect and collaboration, challenging ourselves to express creativity and continuously innovate. We attract ambitious individuals who operate in unique ways while upholding exceptional craftsmanship and excellence.

THE ROLE

As a Client Expert in the New York Madison Avenue Atelier, you will serve as a trusted ambassador of the Thom Browne brand, delivering exceptional service, cultivating meaningful client relationships, and driving commercial success through a highly personalized luxury experience. You will be responsible for developing and growing a portfolio of VIC and High-Net-Worth clients while championing the Atelier's Ready-to-Wear, Made-to-Measure (MTM), Made-to-Order (MTO), and Special Order offerings. Working closely with the Made-to-Measure Tailor, Client Engagement (CVM) Team, and Store Leadership, you will create memorable client experiences that reflect Thom Browne's commitment to craftsmanship, individuality, and excellence.

• Consistently exceed individual sales goals through a lifestyle-driven, cross-category selling approach while contributing to the overall success of the Atelier and store.
• Develop, maintain, and grow a portfolio of VIC and High-Net-Worth clients through proactive outreach, networking, referrals, and relationship-building activities.
• Serve as the primary client-facing ambassador of the New York Atelier, delivering elevated and highly personalized experiences across Ready-to-Wear, Made-to-Measure (MTM), Made-to-Order (MTO), and Special Order services.
• Own and manage a robust appointment business, including private shopping appointments, wardrobe consultations, fitting appointments, and post-purchase follow-up.
• Partner closely with the Made-to-Measure Tailor and Atelier team to ensure a seamless client journey from initial consultation through final delivery.
• Champion Thom Browne's MTM, MTO, and Special Order programs by educating clients on craftsmanship, customization opportunities, fit, fabrication, and styling options.
• Facilitate client consultations and fitting appointments, ensuring client preferences, lifestyle needs, and feedback are accurately captured and communicated throughout the process.
• Act as the primary point of contact for clients throughout the order lifecycle, proactively providing updates on order status, delivery timelines, and special requests.
• Collaborate with the Client Engagement (CVM) Team to develop and execute personalized strategies designed to increase client retention, loyalty, and lifetime value.
• Maintain detailed client profiles, appointment histories, and development plans within CRM systems to support long-term relationship management and business growth.
• Organize and host private appointments, trunk shows, Atelier events, and exclusive client experiences to acquire new clients and strengthen existing relationships.
• Partner with Store Leadership and Merchandising teams to identify sales opportunities, support assortment decisions, and maximize business performance across all categories.
• Provide insightful feedback regarding client preferences, purchasing behavior, fit concerns, product performance, and market trends.
• Develop expert knowledge of Thom Browne collections, tailoring principles, fabrication, craftsmanship, styling, and Atelier services.
• Foster relationships within local luxury, fashion, cultural, and business communities to expand the Atelier's client network and brand visibility.
• Consistently uphold Thom Browne's standards of luxury hospitality, professionalism, discretion, and service excellence.

THE IDEAL CANDIDATE

• Minimum 5 years of experience in luxury retail, private client services, personal shopping, or luxury fashion sales.
• Proven track record of developing and retaining VIC and High-Net-Worth client relationships while consistently exceeding sales goals.
• Strong understanding of luxury tailoring, Made-to-Measure, Made-to-Order, and bespoke client experiences.
• Exceptional clientelling, networking, and relationship-building skills.
• Passionate ambassador of the Thom Browne brand and values.
• Highly organized, self-motivated, and entrepreneurial, with excellent attention to detail.
• Professional, polished, and discreet, with outstanding communication and interpersonal skills.
• Comfortable working collaboratively across Retail, Atelier, Client Engagement, Merchandising, and Operations teams.
• Deep appreciation for luxury fashion, craftsmanship, and personalized service.
• Proficient in CRM platforms and Microsoft Office Suite.
• Available to work a retail schedule, including weekends, client events, trunk shows, and special appointments as needed.

WHAT WE OFFER YOU

• The expected pay range for this position, including base salary and commission, is $150,000 - $180,000 per year. Placement within the range will be determined by experience, skills, performance, and other job-related factors.
• Comprehensive benefits package
• Company Uniform
• Diverse and inclusive working environment