Manager, Customer Relationships

WHO WE ARE

SAKS Fifth Avenue is a leading destination for luxury fashion, driven by a mission to help customers express themselves through relevant and inspiring style. Since its inception in 1924, the company has delivered one-of-a-kind shopping experiences, featuring an expertly curated assortment of fashion and highly personalized customer service. Its unique approach combines an emphasis on the digital customer experience with a strong connection to a network of 33 extraordinary locations across North America for seamless, all-channel shopping.

SAKS Fifth Avenue is part of Saks Global's portfolio of top luxury retail brands and real estate assets.

The Customer Relationship Manager designs, owns, and executes localized growth and development strategies for targeted client segments at the store and market level. This role empowers and leads Sales Associates to cultivate, develop, and strengthen long-term relationships with clients, maximizing customer lifetime value and driving brand loyalty. Operating with a data-driven and commercial mindset, the Manager acts as the strategic anchor for client acquisition, retention, and tier migration across all shopping channels.

• A Client-Centric Strategist:
  You have a deep understanding of the luxury consumer mindset and know how to map data insights to personalized client experiences.
• An Inspiring Coach:
  You excel at influencing behavior, motivating retail sales teams, and driving the adoption of modern clienteling tools and technologies.
• An Analytical Problem Solver:
  You are comfortable digging into performance metrics, identifying trends, and translating KPIs into actionable store strategies.
• A Collaborative Partner:
  You build strong cross-functional relationships with Store Leadership, Brand Experience, and Corporate teams to deliver unified brand initiatives.

• Manage Top-Tier Portfolios:
  Serve as the store and market expert on Most Valuable Clients (MVC), designing and executing high-touch strategies focused on retention, spend migration, and organic portfolio growth.
• Drive Client Development Strategy:
  Own and deploy the tactical roadmap required to achieve key Client Development KPIs, collaborating cross-functionally with the Brand Experience team to ensure marketing events align with client opportunities.
• Analyze and Optimize KPIs:
  Rigorously monitor and report on store clienteling metrics (e.g., trip frequency, tier migration, cross-channel engagement), using data to address performance gaps and unlock new revenue streams.
• Lead Store-Wide Initiatives:
  Spearhead the roll-out of all corporate Client Development programs in partnership with the General Manager, Store Leadership and Client Experience and Selling Strategy teams.
• Champion Clienteling Technology:
  Act as the primary champion and subject matter expert for the Connect app and proprietary CRM software, coaching Associates on how to leverage digital insights to deepen client relationships.
• Elevate VIP Experiences:
  Identify high-potential clients for elite Private Client Relations (PCR) programs, ensuring access to ultra-exclusive, hyper-personalized brand experiences.
• Enhance In-Store Activations:
  Partner with Brand Experience to strategically integrate clienteling objectives into localized events, high-end Fitting Room Experiences, and VIP trunk shows.
• Engage High-Value Clients:
  Interact directly with top-tier clients during key activations, acting as a brand ambassador and supporting sales teams in closing high-value transactions.

• 4–7 years of experience in luxury retail, hospitality, or premium client relations, with a proven track record of managing customer relationship (CRM) strategies or clienteling programs.
• A Bachelor's degree in Business, Marketing, Luxury Brand Management, or an equivalent combination of education and professional experience.
• Demonstrated experience in coaching, training, and motivating a diverse team of independent sales professionals to meet performance goals.
• Advanced analytical and business acumen, with strong proficiency in Excel and an ability to translate complex data dashboards into clear, operational directives.
• Exceptional communication and interpersonal skills, with the ability to confidently present insights to store executives and build rapport with high-net-worth individuals.
• A "win together" mentality that champions team collaboration, trust, and shared success.
• Flexibility to work a retail schedule aligned with luxury client…