About this role
Job title: Client Experience Manager
About the Role Based at our Emporio Armani flagship store in Milan, the Client Experience Manager oversees the daily store operations to ensure a seamless, elevated client journey aligned with the brand’s values and identity. This role acts as the strategic and operational link between business objectives and floor execution, guiding sales activities, coaching the team, and driving KPI-driven commercial decisions.
What You'll Do
- Preside over the sales floor to ensure all activities run smoothly, resolving operational obstacles in real time and maintaining luxury brand standards
- Provide daily on-the-floor coaching and structured feedback to Client Advisors and Department Managers to develop sales techniques and client relationship skills
- Optimize sales force positioning and floor zoning based on traffic flows, commercial priorities, and store operational needs
- Analyze store KPIs and convert data into short- and medium-term commercial action plans, translating business goals into concrete daily priorities for the teams
- Coordinate communication between departments to ensure total alignment on standards and support Department Managers in developing their teams
- Act as the ultimate custodian of the brand’s service culture, ensuring every customer touchpoint reflects the luxury identity of the house
- Handle complex customer escalations, complaints, and VIP client requests with high diplomacy, absolute poise, and discretion
What We're Looking For
- At least 5 years of retail experience in a structured managerial role within the Luxury Retail sector
- Proven track record of managing and driving performance in a high-volume flagship store environment
- Fluency in both Italian and English
- Strong background in coaching and mentoring large, diverse teams while fostering accountability
- Solid capability to interpret complex retail metrics and convert data into successful floor strategies
- Proven experience in handling demanding VIP client relationships and complex conflict resolution with absolute poise
- Highly organized, methodical, and solution-oriented mindset with the agility to adapt quickly to changing retail dynamics
- We promote diversity and inclusion in all forms, within a collaborative environment where your talent can flourish in the pursuit of a common goal: yours and our growth.
Compensation & Benefits
- The base salary range for this position is 40.000 - 50.000 euros