VIP Client Service Manager

Job Details: Level: Management, Job Location: DSM NY - New York, NY, Salary Range: $120000.00 - $130000.00Base+Commission/year, We are looking for a highly motivated professional to manage our VIP Client Services team. The VIP Client Services team looks after some of our most valuable client relationships and offers a truly bespoke experience.  You will be responsible for leading the team to achieve ambitious sales targets and excel in customer service while supporting DSM Client Development objectives to increase loyalty, retention and generate new business.

Key Responsibilities

Sales and Management

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

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
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

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 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

The Ideal Candidate

Skills:

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

Attitude:

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.

Qualifications: