VIP Client Service Manager

Key Responsibilities Sales and Management • Manage the VIP Client Services team and Stylist Program • Set targets and lead team to achieve sales growth and improvements in level of service • Increase share of sales in key categories such as jewelery and special collections • Develop a specific action plan for each client to drive spend, retention and loyalty • Coordinate all policies and procedures for external sales and closely monitor process • Manage client experience ensuring highest standards are met • Track sales performance through weekly and ad-hoc reporting People and Leadership • 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 • Learn about our VIP clients through CRM and individual feedback • Support the rest of the store with coaching and sharing of best practices Customer Service • 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 Support Client Development Objectives • Develop strong relationship with the merchandising team and regularly provide client feedback • Work with CRM team 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 • Prepare client lists and help implement clienteling actions