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.

• 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.

• 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.

• 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…