Client Relations Manager

Job Title: Client Relations Manager

Overview: We are seeking a Client Relations Manager with deep expertise to drive exceptional client experiences while maximizing lifetime value (LTV), engagement, and loyalty. This role will oversee client communications, relationship management, and data-driven insights to build meaningful, long-term relationships with our community. This role will report to the Director of Communications, Social \& VIP and will partner with other key stakeholders in the organization.

The Role: 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. This role partners closely with cross-functional stakeholders to fuel brand growth through innovative lifecycle marketing strategies.

• Own VIP customer relations to engage top consumers and community members.
• Create unique, memorable experiences for VIP clients that reinforce brand values and craftsmanship (e.g., early access to collections, exclusive content, or thoughtful and creative gifting).
• Develop innovative concepts to excite loyal customers, from early shopping access to brand storytelling moments (e.g., cookbooks, behind-the-scenes content, or cultural storytelling tied to the brand’s heritage).
• 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

Desired Skills \& Experience

• 5\+ years of experience in client relations, loyalty, or lifecycle marketing, preferably within a fashion or lifestyle brand.
• 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. Think creatively and be open to try new things.
• Know how to base decisions on metrics and data.
• Exceptional communication skills, both written and verbal.
• Positive, curious attitude.

Salary $90,000–$120,000 base \+ bonus