VIP Client Service Manager

Job Details

Level: Management

Job Location:

DSM NY - New York, NY 10016

Salary Range: $ - $ Base+Commission/year

• Manage the VIP Client Services team, DSM Stylist Affiliate Programme & Studio Services Program.
• Set targets and lead VIP team to achieve sales growth and improvements in level of service
• Increase share of sales in key categories such as jewellery and special collections
• Develop a specific action plan for business development, local and domestic
• Manage client experience ensuring highest standards are met
• Track sales performance through weekly and ad-hoc reporting
• Ensure the events calendar with product launch dates/specific merchandise drops is always up-to-date and communicated throughout the store
• Oversee execution of VIP allocations, including invoicing and processing distance sales
• Responsible for sending out of “Approvals/Consignments” to key customers

• Lead, motivate and coach VIP Client Services team to deliver objectives
• Establish a training and development program to support team growth and progression
• Develop relationships with our VIP clients to better understand their needs and meet their expectations
• Develop relationships with our Business Development Partners to seek out new business opportunities for revenue growth
• Learn about our VIP clients through CRM and individual feedback

• Act as a role model for business and set the benchmark for sales and service standards at DSM
• Ensure the right tools, technology and processes are in place for a seamless VIP client experience
• Determine ways to improve VIP Client Service levels with a special focus on approvals and after sales

• Develop strong relationship with the merchandising team and regularly provide client feedback
• Work with Merchandiser Planner to understand client data and build communication campaigns
• Support initiatives and action plans for launches, new collections and bespoke services
  
  Help develop events and campaigns that will attract new clients and engage existing ones
• Help implement clienteling actions

• Retail sales and expertise within a luxury business for at least 5 years dealing with VIP clientele and managing senior retail teams
• Specific understanding of the Comme des Garcons - aesthetic, consumer and sub-brands. Previous experience in selling CDG brands beneficial
• Specific understanding of all collections and stock availability at DSM
• Client book of potential new business for DSMNY as well as bringing existing clientele
• Attendance and contribution to relevant trainings (i.e. clienteling, sales development, etc) beneficial
• Language skills beneficial
• Knowledge of Retail Pro beneficial
• Flexible with working hours

• A highly motivated and competent individual able to converse at all levels both internally and externally with staff and clientele.
• A total self-starter able to set the standard by their own professionalism and attitude.
• Holding and showing the capacity to shadow more junior members of staff when it comes to sales conversion. Having the ability to be an encouraging and professional mentor.
• Must be energetic, self-motivated and self-organised. Willing to do whatever is required to get the job done.
• Structured and organised, but nonetheless be approachable and have a flexible outlook.
• Willingness to work hard and always have the intention to drive the business forward.
• Being able to work on several tasks at a time.
• Being capable to work to deadlines / ability to prioritise / optimal time management.