The Client Service Manager is responsible for maximizing sales and client business through leading the utilization of the VB client journey in-store, clienteling initiatives, and the consignment program. The Client Service Manager oversees the utilization of the Personal Shopper Program and Studio Services Program. The Client Service manager is also responsible for building community, identifying partnerships within their market, and planning in-store events and activations. This role is based in our Madison Ave location.
Responsibilities:
CLIENTELING:
- Leads the training of the client journey for the sales team in order to deliver exceptional customer service
- Responsible for client capture rate and client book audits
- Manages client lists and leads outreach initiatives and follow-up
- Partners with the CRM team and requests client lists in order to drive traffic and sales
- Ensures client appointments and consignments are documented and recorded per policies
- Conducts chat-ins with team members to address clienteling performance and client business goals
- Analyzes client shopping trends and presents new clienteling ideas and initiatives
- Manages top client appreciation initiatives
PERSONAL SHOPPER & STUDIO SERVICES PROGRAM:
- Manages the Personal Shopper Program and Studio Services Program and ensures Personal Shoppers and Studio Stylists uphold the VB contract
- Facilitates all Personal Shopper and Studio Stylists in-store and virtual client appointments
- Responsible for all Personal Shopper and Studio Stylist consignment pulls and consignment returns
- Ensures Personal Shoppers and Studio Stylists are sent the monthly newsletter and plans weekly outreach and follow-up
- Facilitates all gifting and exclusive offers for Personal Shoppers and their clients
- Recruits and meets with Personal Shoppers and Studio Stylists within their market
- Partners with Events team to plan Personal Shopper Events
- Initiates product requests for client appointments and events as needed
- Provides Event Recap and hindsight to GM and Field Leader
- Tracks sales, consignments and returns and provides audited sales report for all Personal Shopper and Studio Stylist business
- Submits monthly commission and Event invoice to finance team
PARTNERSHIPS/EVENTS:
Creates community calendar in order to maximize effective planning
- Identifies local charities, organizations, and groups to partner with and plans in-store events
- Responsible for partnering with corporate and identifying event host in support of the VBGB quarterly partner
- Connects with local schools and sororities to form partnerships
- Partners with the Events Team to solidify hosts and execute all events
- Plans in-store activations strategically during peak business times
- Identifies event needs prior to event and communicates needs to Events Team in a timely manner
- Attends community charity events and luncheons on behalf of Veronica Beard
- Responsible for silent auction donations and fashion show participation
- Provides event recap and hindsight to GM, Events Team, and Field Leader
- Manages post-event host and attendee outreach/thank you letters
FASHION/STYLING:
- Represents the fashion and style of Veronica Beard
- Knowledge of current fashion trends and styles
- Appreciation and demonstration of an overall finished fashion look
- Comfortable with being on camera for social media purposes (both stills and video)
- Able to fluidly discuss product and fashion on camera
Requirements:
- Minimum of 2 years retail store management position/experience in women’s apparel (or related field)
- Ideal candidate must have previous experience in planning events and building client retention and loyalty
- Ability to work flexible schedule including nights and weekends
- Strong verbal and communication skills
- Strong observation skills – identifying and assessing customer and employee behavior, reactions, and floor awareness
- Ability to retain and utilize data, i.e. names, merchandise, information, policies and procedures
- Foster a work climate that inspires mutual trust, respect, professionalism, and teamwork to achieve goals
The base salary range for this role is between $70,000 and $75,000. The relevant base salary will vary depending on wide range of factors that are considered in making compensation decisions, including but not limited to, skill sets, experience, training, degrees, and certifications. The base salary is just one component of our total compensation offerings, which consist of a comprehensive benefits package as well as a short-term incentive program, clothing allowance, and merchandise discounts.
At Veronica Beard, we are committed to creating and maintaining a workplace where every single employee can thrive and feel valued. As a company, we firmly believe that there is strength in diversity. We seek to recruit talent from a variety of perspectives and backgrounds and are actively seeking candidates with a dedication to advancing equity, inclusion, and racial and social justice in their work.
Veronica Beard is committed to an environment of mutual respect and is an EEO/Affirmative Action Employer. No employee or applicant is discriminated against because of race, color, sex (including pregnancy), age, national origin, religion, sexual orientation, gender identity, gender expression, parental status, status as a veteran, and basis of disability or any other federal, state, or local protected class.
