Senior Clienteling Specialist

Ralph Lauren Corporation (NYSE:RL) is a global leader in the design, marketing, and distribution of premium lifestyle products across five categories: apparel, accessories, home, fragrances, and hospitality. For over 50 years, Ralph Lauren has built a reputation with a distinctive image across an expanding range of products, brands, and international markets. The company's brands include Ralph Lauren, Ralph Lauren Collection, Ralph Lauren Purple Label, Polo Ralph Lauren, Double RL, Lauren Ralph Lauren, Polo Ralph Lauren Children, and Chaps, making it one of the world's most recognized families of consumer brands.

At Ralph Lauren, we aim to inspire and unite our communities by fostering a culture of belonging, inclusion, and fairness through talent, education, communication, employee groups, and celebrations.

Position Overview

The Flagship Clienteling Specialist enhances clienteling excellence at our UK flagship store by cultivating a client-centric culture among team members and implementing the EMEA clienteling strategy to ensure exceptional customer experiences aligned with our luxury standards. This role offers a unique opportunity to shape the client experience at our most prestigious UK location and contribute to our broader EMEA clienteling strategy.

Strategic Leadership & Management Partnership

• Support the General Manager in fostering a client-centric mindset across the store.
• Act as the primary ambassador for clienteling initiatives within the flagship store.
• Implement clienteling strategies effectively within the store environment.
• Coordinate with store management to align clienteling activities with overall store goals.
• Lead impactful morning briefings to motivate and focus the team on clienteling excellence.
• Design and execute incentive programs to promote clienteling behaviors.

Campaign Animation & Team Development

• Drive store-level campaign engagement through compelling communication strategies.
• Lead briefings to communicate campaign objectives and clienteling opportunities.
• Provide training to Sales Associates on campaign-specific clienteling tools.
• Offer real-time coaching on clienteling best practices.
• Develop incentives to motivate team performance during campaigns.
• Enhance the quality of client communications, appointments, and follow-ups.

VIC Client Experience Management

• Support the cultivation and nurturing of high-value client relationships.
• Collaborate with regional managers on strategic VIC client initiatives.
• Lead efforts in VIC client acquisition, retention, and development.
• Ensure exceptional experiences for top-tier clients visiting the flagship and private suites.

Performance Analytics & Reporting

• Assist in evaluating the effectiveness of flagship client events and experiences.
• Maximize ROI on gifting and VIC recognition programs.
• Monitor and report on key clienteling performance indicators.
• Analyze client engagement data and provide insights for improvement.
• Maintain high data quality and support analytical dashboards.
• Coordinate regional events at the flagship location.
• Promote a data-driven approach to clienteling excellence.

Experience, Skills & Knowledge

Experience & Expertise

• At least 3 full strategic cycles in luxury retail with proven clienteling success.
• Deep understanding of flagship store operations and high standards.
• Proven coaching and development skills for client advisors.
• Expertise in luxury client service principles and relationship management.
• Outstanding interpersonal and communication skills.
• Strong analytical abilities with a capacity to translate data into insights.
• Exceptional attention to detail and follow-through.
• Ability to collaborate across functions and demonstrate leadership.
• Passion for luxury retail and creating memorable client experiences.