Puig
Senior Clienteling Manager
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Job Description
We are looking for a strategic, commercially driven and highly client-centric Senior Clienteling Manager to lead the evolution of clienteling across the UK market, spanning the full product portfolio of Prestige, Niche and Skincare.
This role will be instrumental in shaping and delivering the UK clienteling strategy, driving client acquisition, retention and loyalty, and elevating the quality and consistency of personalised client experiences across the market.
As a key advocate for a client-first culture, the Senior Clienteling Manager will partner closely with Retail, Operations, Global CRM, Marketing, Education and Global teams to build best-in-class clienteling practices. The role will translate client data and insights into meaningful actions, strengthen the capability of store teams, and ultimately drive client lifetime value, loyalty and commercial performance.
The successful candidate will combine strong strategic thinking with a highly hands-on approach, acting as the key bridge between strategy, technology, data and retail execution.
Lead our clienteling strategy
- Define and deliver the UK clienteling strategy and roadmap, aligned with brand ambitions, commercial priorities and global direction.
- Create initiatives that strengthen client acquisition, retention, reactivation and loyalty, with a focus on high-value and high-potential clients.
- Elevate the end-to-end client journey through relevant, personalised and consistent engagement.
- Set clear priorities, KPIs and ways of working that embed client development into retail performance.
- Represent UK market needs and insights in the development of global clienteling tools, processes and strategy.
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Turn insight into commercial impact
- Use client data and behavioural insight to shape targeted outreach, events and engagement plans that drive conversion and lifetime value.
- Own UK clienteling reporting, giving Retail and senior leaders clear visibility of performance, opportunities and required actions.
- Build a compelling view of clienteling’s contribution to sales, retention, conversion and loyalty.
- Continuously improve initiatives, tools and ways of working through performance analysis and field feedback.
Build capability across our retail teams
- Partner with Retail leaders and store teams to make clienteling priorities clear, practical and commercially relevant.
- Visit stores regularly to observe practices, deliver training and provide hands-on coaching.
- Create a strong feedback loop and community of clienteling excellence across field and central teams.
- Work with Education and cross-functional partners to identify capability gaps and deliver targeted development.
Influence and collaborate
- Act as the key UK contact for clienteling, bringing together market needs, global strategy and local execution.
- Build strong partnerships across Retail, CRM, Marketing, Education, Operations, Insights and global teams.
- Represent the UK in global initiatives and ensure local expertise and commercial needs shape the wider agenda.
- Connect clienteling priorities with launches, events, CRM activity and key commercial moments.
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Profile description
- Significant experience in clienteling, CRM, client development, loyalty or customer experience, ideally within luxury beauty, fashion, retail or hospitality.
- A strong commercial mindset, with experience translating client insight and performance data into practical action.
- Proven ability to develop strategy while remaining close to operational delivery and store teams.
- Confident stakeholder management and influencing skills, with experience working across local and global teams.
- Strong analytical, reporting and presentation skills, with the ability to communicate a clear commercial story.
- A collaborative, proactive and highly organised approach, with a genuine passion for personalised service and long-term client relationships.
We welcome Creators Of All Kinds. If you are unsure of meeting all the requirements but trust you have the transferable skills to excel in this role, complete the application and our teams will get in touch if you are selected for an interview.
We offer
- An entrepreneurial, creative and welcoming work culture
- A range of learning and development opportunities
- An international company with plenty of opportunities to grow
- A competitive compensation & benefits package
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