Client Relations Manager

About This Role

This role will oversee client communications, relationship management, and data-driven insights to build meaningful, long-term relationships with our community. The Client Relations Manager will play a critical role in shaping how our customers interact with and feel about the brand, thinking creatively and holistically about loyalty, retention, and VIP engagement.

Responsibilities

• Own VIP customer relations to engage top consumers and community members
• Create unique, memorable experiences for VIP clients that reinforce brand values and craftsmanship
• Develop innovative concepts to excite loyal customers, from early shopping access to brand storytelling moments
• Think freely and creatively about how to market to clients throughout their lifecycle with the brand
• Direct client loyalty and retention strategy
• Achieve YOY local clients share growth and retention
• Create unique concepts to excite VIP clients while respecting brand value
• Rethink traditional loyalty models—designing programs that feel elevated, emotional, and brand-right rather than transactional
• Evaluate different segments of customers and how to best engage with them through win-back and retention strategies, and cross-sell opportunities
• Work closely with Data Scientist to measure and analyze the impact of CRM initiatives on customer behavior, retention, and lifetime value

Requirements

• 5+ years of experience in client relations, loyalty, or lifecycle marketing
• Strong understanding of customer data, segmentation, and CRM platforms
• Proven ability to translate insights into creative, customer-centric strategies
• Highly creative thinker with a passion for brand storytelling and experiential marketing
• Strong organizational skills and ability to manage multiple initiatives simultaneously
• Collaborative mindset with excellent communication skills
• Ability to use left and right side of the brain
• Know how to base decisions on metrics and data
• Exceptional communication skills, both written and verbal
• Positive, curious attitude

Qualifications

• 5+ years of experience in client relations, loyalty, or lifecycle marketing, preferably within a fashion or lifestyle brand

Nice to Have

• Experience within a fashion or lifestyle brand

Skills

* Required skills