VIC Development & Experience Manager

COMPANY DESCRIPTION Ralph Lauren Corporation (NYSE:RL) is a global leader in the design, marketing and distribution of premium lifestyle products in five categories: apparel, accessories, home, fragrances, and hospitality. For more than 50 years, Ralph Lauren's reputation and distinctive image have been consistently developed across an expanding number of products, brands and international markets. The Company's brand names, which include Ralph Lauren, Ralph Lauren Collection, Ralph Lauren Purple Label, Polo Ralph Lauren, Double RL, Lauren Ralph Lauren, Polo Ralph Lauren Children, Chaps, among others, constitute one of the world's most widely recognized families of consumer brands. At Ralph Lauren, we unite and inspire the communities within our company as well as those in which we serve by amplifying voices and perspectives to create a culture of belonging, ensuring inclusion, and fairness for all. We foster a culture of inclusion through: Talent, Education & Communication, Employee Groups and Celebration. POSITION OVERVIEW The role is responsible for building, deepening, and retaining relationships with Very Important Clients (VICs) across all HKMO stores . This role leads clienteling strategy and execution, oversees VIC segmentation and lifecycle programs, and partners closely with Store Managers to deliver exceptional, personalized experiences that drive sales, retention, and brand loyalty . The VIC Manager is a business driver and a cultural ambassador—setting standards for service excellence, discretion, and engagement among the region’s highest‑value clients. ESSENTIAL DUTIES & RESPONSIBILITIES 1) Client Strategy & Portfolio Management • Own the VIC portfolio (top client tiers) across HKMO: define tiering, criteria, and upgrade/downgrade rules. • Develop 12–18 month client development plans : acquisition, onboarding, growth, retention, and reactivation. • Establish and monitor client KPIs : repeat purchase, AOV, UPT, retention %, reactivation %, NPS/CSAT. • Create surprise & delight moments: gifting, private previews, personalized styling, special services. 2) Store Partnership & Clienteling Excellence • Coach and upskill Sales Associates and Store Managers on luxury clienteling standards and etiquette. • Drive disciplined use of CRM/clienteling tools (notes, follow-ups, appointments, client preferences). • Lead weekly client reviews with stores: pipeline health, prioritized outreach, action plans. • Ensure service recovery and escalation handling for VIC cases; own resolution with speed and empathy. 3) Events & Experiences • Design and execute VIC-exclusive experiences : trunk shows, private fittings, atelier visits, local partnerships. • Partner with Marketing/PR/Brand Image/eCommerce to deliver cohesive omnichannel activations. • Manage event budgets, ROI analysis , and post‑event follow‑up plans to convert engagement into revenue. 4) CRM, Data & Insights • Collaborate with CRM on segmentation , lifecycle journeys , and campaign personalization . • Produce monthly dashboards : client growth, sales contribution, retention, reactivation, NPS, event ROI. • Identify client trends (category affinity, frequency, cross‑sell potential) and translate into store actions. 5) Standards, Compliance & Risk • Uphold data privacy and confidentiality in line with PDPO (Hong Kong), Macau regulations , and internal policies. • Ensure VIC communications align with brand tone , legal requirements, and opt‑in preferences. • Maintain rigorous standards in appointment management, home delivery, alterations, after‑sales . 6) New Store/Openings & Special Projects • Support HKMO new openings and refurbishments with pre‑opening VIC pipeline and launch events. • Lead special client projects (capsule launches, collaborations, high‑ticket client journeys). EXPERIENCE, SKILLS & KNOWLEDGE • 5–8+ years in luxury fashion retail, client development, CRM, or hospitality (premium segment). • Proven track record managing top-tier clients and delivering measurable business impact. • Strong omnichannel understanding (in‑store, digital, remote selling, appointment-based services). • Experience designing client events and measuring ROI, with excellent project management skills.