VIP ManagerCOMME des GARÇONS • New York, NY, US
VIP Manager
COMME des GARÇONS • New York, NY, US
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job_description.job_card.job_descriptionLead, 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. Partner with Director of Buying to ensure Pre-Orders, Pre-Sells and Special Orders are consistently offered to all VIP Clients. Emphasize Pre-Orders by working closely with buyers and associates to place pre-orders for clients. Inform staff of all buying deadlines per brand, track orders, and share updates and results with company heads. Ensure all clients have paid the deposit and help associates track the arrival of clients' products. 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 for all VIP clients, even if the VIP Team does not own the client. (Clientele Meetings). Come up with topics weekly, set deliverables, track success, and share insights and results with the Head of Retail and VP. Create Client Guests Lists for all in-store and company events and initiatives. Oversee audits of inventory going through consignment to ensure real-time inventory accuracy and maintain as accurate inventory records as possible. Organize and own Client gifting for the holiday season. In charge of recapping events by noting notable guests, sales, and standout moments, with a focus on building and nurturing relationships with key guests. 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. Must be energetic, self-motivated, and organized. Willing to do whatever is required to get the job done. 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. 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 Excel and Retail Pro beneficial Flexible with working hours Mid-Senior level Full-time Other Retail Apparel and Fashion
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Job Overview
The VIP Manager is responsible for leading and managing the VIP Client Services team in New York and Los Angeles to achieve growth objectives and sales targets. The team is dedicated to maintaining and nurturing relationships with some of the company's most valuable clients, offering a bespoke and personalized experience. Key responsibilities include overseeing the team to ensure the delivery of exceptional customer service, driving performance to meet ambitious sales goals, and supporting the DSM Client Development objectives. The VIP Manager will focus on enhancing client loyalty, retention, and generating new business opportunities. This role requires strong leadership, strategic planning, and a deep understanding of luxury client management to support long-term business growth.
Key Responsibilities
- Manage the VIP Client Services team, DSM Stylist Affiliate Programme & Studio Services Program for the company.
- 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 jewelry 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 overseeing all consignments, ensuring policy is upheld.
- Create and maintain Standard Operating Procedures for all processes that fall under VIP, ensuring consistency and efficiency.
- Partner with store management to execute VVIP Sale and VIP Sale period for both stores, ensuring every associate has the necessary tools, including client lists, outreach templates, and imagery, to effectively reach out to their clients and secure appointments. Track and share VVIP and VIP sales daily during this period.
- Partner with Store Management to execute new season opening sales goals for both stores (twice a year), ensuring every associate has the necessary VIP client lists, outreach templates, and imagery. Track the progress and goals throughout the period.
People and Leadership
Customer Service
Support Client Development Objectives
Key Skills
Key Requirements
Seniority level
Employment type
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Industries
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