Client Relations Manager, 5th Avenue

Overview

The Client Relations Manager is a key commercial leader responsible for elevating client development, retention, recruitment and loyalty.


This role will begin at the Madison Avenue boutique, partnering closely with the Store Director and Client Advisors to strengthen CRM behaviors, proactive outreach, and appointment culture in preparation for the transition to the new 5th Avenue Flagship opening. Upon grand opening, this position will play a critical role in establishing a world-class clienteling culture within the flagship environment.

The Client Relations Manager blends strategic CRM analysis with hands-on floor leadership. This individual transforms data insights into targeted outreach strategies, coaches Client Advisors on book development, and ensures every client touchpoint reflects Moncler's elevated luxury standards.

This role is both commercially driven and culturally influential - setting the tone for client experience excellence.


Your Impact

Client Development Strategy & Execution

• Drive the store's client development strategy, with a focus on retention, reactivation, acquisition, and lifetime value growth.
• Partner with the Store Director to establish and monitor weekly and monthly client KPIs, including proactive outreach, appointment productivity, CRM data capture and enrichment, and new client acquisition.
• Analyze CRM data to identify top-tier clients, lapsed or at-risk segments, and high-potential prospects to inform strategic action plans.
• Develop and execute targeted outreach strategies aligned with client lifecycle, product affinity, and seasonal launches.
• Review and elevate individual Client Advisor books, providing structured feedback and coaching to drive consistency, accountability, and performance improvement.
• Establish and coach elevated standards for the quality of client engagement - ensuring outreach is personalized, intentional, product-informed, and relationship-driven (not transactional or templated).
• Own the strategic growth of the client pyramid; driving A++ and A+ retention while systematically developing B and prospect tiers into higher-value segments.
• Implement structured recruitment strategies to drive new client acquisition beyond store traffic, including prospecting, community networking, and proactive relationship-building.
• Create clear, measurable growth plans for each Client Advisor's book, with defined expectations for tier movement and prospect conversion.

Coaching & Floor Leadership

• Serve as the flagship's CRM authority and clienteling leader, setting uncompromising standards for client engagement and luxury service execution.
• Conduct daily strategic floor walks, delivering real-time coaching focused on elevated selling behaviors, high-value appointment conversion, and hyper-personalized client experiences.
• Lead structured CRM intensives and advanced role-play sessions to drive proactive outreach discipline and flagship-level performance.
• Direct Morning Briefs with clear, measurable outreach priorities, reinforcing accountability while celebrating top client development achievements.
• Partner with the Store Director on performance management conversations, holding Client Advisors accountable to client KPIs, book growth, and retention outcomes.
• Coach Client Advisors on building meaningful client relationships rooted in long-term value creation, not short-term sales.
• Elevate networking and hosting capabilities across the team - developing confidence and skill in cultivating new relationships, expanding local influence, and engaging VIC clientele with sophistication and discretion.
• Ensure consistent execution of flagship-level hospitality standards when hosting high-value clients and corporate guests.

Client Events & Boutique Activations

• Plan and execute elevated boutique-level client events and private appointments designed to drive retention, acquisition, and lifetime value.
• Curate invitation lists strategically based on client tier, spending behavior, purchase history, and future potential.
• Lead highly personalized outreach initiatives, ensuring thoughtful pre- and post-event follow-up to maximize engagement.
• Track and analyze event performance, including sales generation, client retention impact, and new client conversion metrics.
• Ensure all activations reflect Moncler's luxury positioning, storytelling, and uncompromising brand standards.
• Drive strategic hosting culture, ensuring Client Advisors are confident and prepared to network, host, and convert during flagship-level events.
• Partner with Store Director to identify and cultivate high-potential external networks to expand VIC pipeline.

Reporting & Performance Tracking

• Monitor and analyze key client development metrics, including retention, proactive sales penetration, appointment productivity, and CRM compliance.
• Deliver weekly performance insights and strategic recommendations to the Store Director and dotted-line Senior Client Relations Manager.
• Identify performance trends and whitespace opportunities, refining outreach strategies to drive continuous flagship-level growth and accountability.

Cross-Functional Collaboration

• Partner closely with the Senior Client Relations Manager to align flagship client strategies with regional and corporate priorities.
• Collaborate with Retail Leadership, Visual Merchandising, Training, and Marketing to ensure client outreach and activations are commercially impactful and brand-aligned.
• Drive seamless, elevated client experiences across all touchpoints, ensuring consistency from outreach to in-boutique engagement.
• Serve as a flagship brand ambassador, exemplifying Moncler's standards of excellence in all internal and external interactions.
• Communicate directly and confidently with HQ and corporate partners, representing the flagship with clarity, commercial insight, and professionalism.
• Translate corporate strategy into actionable boutique-level execution while providing clear, data-backed feedback upward.
• Serve as a trusted liaison between boutique leadership and corporate functions, ensuring alignment without friction.

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 make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant or an employee unless undue hardship would result.

Education

• Bachelor's Degree or equivalent experience.

Work Experience

• Minimum 4-6 years of luxury retail experience.
• At least 2-3 years in client development, CRM leadership, or management within a high-volume boutique or flagship.

Core Skills and Attributes

• Comfort operating in high-visibility flagship environment with global attention
• Genuine enthusiasm for luxury service and relationship-building
• Advanced CRM fluency and client lifecycle strategy
• Data-driven outreach planning and performance analysis
• Floor-based leadership with a results-driven, revenue-focused mindset
• Ability to influence and elevate high-performing sales teams
• Strong written and verbal communication skills with executive-level presentation and reporting capability
• Ability to coach elevated client engagement and luxury communication behaviors
• Proven success in client recruitment and tier migration strategy
• Strong networking and relationship cultivation capability
• Technical proficiency in CRM systems, Excel, and PowerPoint
• Comfort with dashboards, reporting tools, and performance tracking
• Event and activation planning from ideation to execution
• Strong organization, calendarization, and follow-through

Additional Information

At Moncler, we are committed to wage transparency and equitable compensation. The salary for this position is competitive and aligned with market standards, taking into account the wide range of factors that are considered in making compensation decisions, including but not limited to business and organizational needs, skill sets, experience and training, licensure, and certifications. A reasonable base compensation for this position is $110,000 to $130,000.


In addition to competitive pay, the hired candidate will also be eligible for a quarterly bonus, and a comprehensive benefits package including medical, dental, vision, short and long-term disability, paid parental leave, 7 paid holidays, 10 vacation days, 4 personal days, employee discounts, and a retirement plan with employer contribution.


Moncler Group is an equal employment opportunity employer.