Client Development Manager

Client Development Manager ~ Senior Manager

Client Engagement Team | Gucci Korea

[Job Purpose]

The Client Development Manager / Senior Manager is responsible for leading consistent clienteling execution across the retail network through store coaching, clienteling tools, KPI analysis, target setting, and action planning.

The role partners closely with Retail and WW teams to strengthen Store Manager ownership of clienteling KPIs, improve outreach quality and appointment productivity, and support top and mid client development and retention.

[Key Responsibilities]

Store Coaching & Clienteling Execution

• Conduct weekly store visits to review and guide clienteling execution.
• Review and coach stores on client discovery through LUCE tools e.g.) Favorites, LUCE Notes, reassignment, Push Tasks, outreach, appointments, and development tool usage.
• Build Store Manager ownership of clienteling KPIs and drive consistent clienteling execution across the network.
• Strengthen outreach quality, appointment productivity, and prospect development through structured store coaching.

Client Development Tools & Training

• Build and follow up client development tools, including My 25 Clients progress reviews and LUCE functional usage guidelines.
• Deliver Clienteling Foundation Training, Retail Managerial Essentials Training, and Client Discovery & Development Workshops for stores.
• Develop store guidelines for collection and product launches, including outreach timelines, scripts, targeting, appointments, and monthly task campaign follow-up.

KPI Analysis & Action Planning

• Set monthly clienteling KPI targets by store, review targets with Retail, and align with WW.
• Conduct weekly KPI (outreach, appointment, prospect) reviews and performance analysis to identify store opportunities and develop clienteling action plans.
• Partner with Retail to align priorities, drive action plan execution, and follow up on results.

Top Client Development

• Partner with Client Relations on monthly Top Client Development Reviews by store.
• Follow up development action plans, monitor retention, and review upgrade opportunities.

Business Planning & Strategic Support

• Lead clienteling input for monthly business reviews, providing actionable insights and ensuring alignment with WW CE priorities.
• Lead clienteling planning for product launches and activations, and drive clienteling planning for new store projects.
• Lead and develop team members through clear direction, regular coaching, and ongoing feedback, ensuring strong ownership and high-quality execution.

Expected KPIs

• Appointment Sales Mix to 40%.
• Appointment AVT above Store AVT.
• 15 outreaches per CA per day, 1 appointment per CA per day, and 1 prospect per CA per day.

[Qualifications]

• Minimum 10 years of experience in luxury retail, client development, clienteling, CRM, or a related commercial function.
• Prior store experience in luxury retail is strongly preferred, with a solid understanding of store operations, client development, and the CA / Store Manager working environment.
• Proven experience in driving clienteling performance through KPI management, store coaching, action planning, and follow-up.
• Strong understanding of client development, including outreach, appointments, prospect development, retention, and top client development.
• Strong analytical and commercial skills, with the ability to translate data and performance trends into clear actions for stores.
• Hands-on experience in client experience, including in-store client journeys and client events, would be an advantage.
• Excellent communication, coaching, and stakeholder management skills, with the ability to partner effectively with Retail and cross-functional teams.
• Demonstrated people management experience, with the maturity and leadership skills to guide, develop, and support team members while maintaining clear accountability.
• Strong proficiency in Excel and PowerPoint.
• Fluent in Korean and English, with the ability to communicate effectively with both local and international stakeholders.

[Who We're Looking For]

We're looking for someone who:

• Has a strong retail and commercial mindset , with a clear understanding of what drives clienteling performance and sustainable business growth at store level.
• Can build credibility with Store Managers and CAs through practical coaching, clear direction, and consistent follow-up .
• Demonstrates maturity, sound judgement, and a strong sense of responsibility, with the ability to lead others calmly and constructively, including in demanding situations.
• Combines strong analytical thinking with hands-on execution, with exceptional attention to detail and a thorough approach to work .
• Takes strong ownership and accountability , sets clear priorities, and follows through on actions to ensure they are completed to a high standard.
• Is comfortable working across both strategic planning and day-to-day store execution , without losing sight of details.
• Builds strong partnerships with Retail and cross-functional teams and works collaboratively to drive results.