Key Responsibilities

1. VIC Program Development & Infrastructure

• Build the end-to-end VIC management framework, including client segmentation, CRM optimization, and personalized service protocols.
• Design exclusive client experiences (e.g., private viewings, bespoke design consultations, VIP events).
• Develop tools and processes to track VIC preferences, purchase history, and engagement metrics.
• Partner with marketing to curate tailored communications and collateral for VICs.

2. Client Relationship Management

• Act as the primary liaison for top-tier clients, delivering unparalleled service and anticipating their needs.
• Proactively engage VICs through personalized outreach, gifting, and invitations to exclusive brand experiences.
• Resolve escalated client concerns with discretion and urgency.
• Analyze client data to identify trends and opportunities for deeper engagement.

3. Sales Team Collaboration & Education

• Train and mentor sales teams on VIC engagement strategies, service standards, and CRM best practices.
• Lead workshops on luxury clienteling, cultural nuances, and relationship-building techniques.
• Work with sales to identify potential VICs and create individualized outreach plans.

4. Performance & Reporting

• Monitor VIC retention, lifetime value, and sales contribution; report insights to senior leadership.
• Align VIC initiatives with regional sales targets and brand objectives.
• Stay informed on luxury market trends, competitor strategies, and client expectations.