CLIENT EXPERIENCE MANAGER

Job Overview:

The Customer Experience Manager plays a central role in supporting the human-centered relationships cultivated daily by client advisors in the stores, by corporate team members, and by the Cucinelli family.  From the North America headquarters in NY, this role helps designing refined frameworks, bespoke gifting approaches, and meaningful experience concepts to enrich the personal connection with each friend of the brand. It ensures every touchpoint reflects the gentle spirit of Brunello Cucinelli and honors the personal story of the client.

Key Responsibilities:

• Support and Enrich 1:1 Client Relationships
  • Serve as a thoughtful partner to Corporate and Retail teams, offering tools, ideas, and inspirations to help deepen their personal relationships with clients
  • Define what elevated, soulful client care looks like within our brand philosophy
  • Translate CRM insights into simple and human-centered practices that enrich daily boutique interactions
• Map and Guide the Client Journey
  • Create frameworks that help Retail and Corporate teams honoring both important life milestones and the client’s journey with the brand
  • Collaborate with CRM to ensure these moments are reflected meaningfully in the systems
• Curate Refined and Personal Gifting Concepts
  • Develop bespoke gifting ideas that reflect the brand’s craftsmanship and the client’s unique personality and preferences, ensuring every gesture is intentional, and in tune with the world of Solomeo
• Develop Meaningful, Intimate Experiences
  • Ideate and execute exclusive, intimate, experience concepts that feel personal, sincere, and reflective of the Brand ethos and client’s own tastes and way of life
  • Craft guidelines that help sales associates bring these moments to life in a natural and heartfelt way — always with discretion and authenticity
• Build Tools That Empower Boutique Teams
  • Create clienteling guidelines, messaging templates, and CRM tools that feel intuitive and respectful of the sales associates’ craft while in line with he Brand tone of voice
  • Support the development of personalization capabilities within CRM, ensuring they remain simple, elegant, and useful for store teams
• Cross-Functional Collaboration
  • Collaborate with Marketing, Buying, and Retail teams to ensure consistency between brand storytelling and client touchpoints
• Insights & Continuous Refinement
  • Observe and analyze client behavior and store feedback to understand what deepens emotional connection
  • Share learnings and best practices with clarity, and a spirit of continuous improvement
  • Help refine personalization strategies in a way that honors both the client and the associate relationship

Qualifications:

• Experience: 5–7 years in CRM, client experience, or clienteling, ideally within the luxury fashion or lifestyle world
• Human-Centric Approach: instinct for empathy, refinement, and cultivating meaningful relationships
• Aesthetic Sensibility: embrace and embody the company values across, to be able to act as refined Brand ambassador when hosting friends of the brand and company partners
• CRM & Analytical Skills: ability to understand CRM systems and translate insights into human-centered actions
• Communication: warm, elegant verbal and written communication skills
• Cross-Functional Talent: Ability to create harmony between corporate teams and boutiques.
• Discretion & Professionalism: Strong sense of responsibility when working with sensitive client information.
• Project management: capability of managing initiatives from their ideation, approval, to deployment and reporting (qualitative and quantitative)
• Proficient in computer usage, including Microsoft Suite and Salesforce. In-Design / Adobe Acrobat basic a plus
• Proficient in English both written and oral, Italian a strong plus. Spanish a plus

EEOC

Brunello Cucinelli is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, veteran status, or any other characteristic protected by law.

As required by New York City salary transparency law, effective November 2022, the expected base salary for this position starts at $50,000. Various factors are considered when extending offers, such as relevant skillset, training, years of experience related to the current job description, education, and our organizational structure. In addition to the base salary, Brunello Cucinelli offers a competitive benefits package that includes health and dental insurance, life insurance, disability insurance, 401K, paid holidays, a generous paid time-off policy, and career opportunities within a dynamic team.