VIP Client Service Manager

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 serviceIncrease share of sales in key categories such as jewellery and special collectionsDevelop a specific action plan for business development, local and domestic Manage client experience ensuring highest standards are metTrack sales performance through weekly and ad-hoc reportingEnsure the events calendar with product launch dates/specific merchandise drops is always up-to-date and communicated throughout the storeOversee execution of VIP allocations, including invoicing and processing distance salesResponsible for sending out of “Approvals/Consignments” to key customers People and Leadership Lead, motivate and coach VIP Client Services team to deliver objectivesEstablish 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 expectationsDevelop relationships with our Business Development Partners to seek out new business opportunities for revenue growthLearn 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 DSMEnsure 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 feedbackWork with Merchandiser Planner to understand client data and build communication campaigns Support initiatives and action plans for launches, new collections and bespoke servicesHelp develop events and campaigns that will attract new clients and engage existing onesHelp 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 teamsSpecific 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 DSMClient book of potential new business for DSMNY as well as bringing existing clienteleAttendance and contribution to relevant trainings (i.e. clienteling, sales development, etc) beneficial Language skills beneficialKnowledge of Retail Pro beneficialFlexible 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.