PRADA Client Experience Manager

Job description:

Founded in 1913 in Italy, the Prada Group was built on a tradition of excellence and with a vision of innovation. The Group, a world leader in the luxury sector, operates in more than 45 countries with the PRADA, Miu Miu, Versace, Church’s, Car Shoe and Luna Rossa brands, and has employees of over 100 nationalities.

JOB PURPOSE

The role represents the company and acts as a Brand Ambassador, with in-depth knowledge of Prada’s products, brand universe, and the fashion industry. 

The primary objective of the role is to grow the business by developing clienteling strategies and ensuring strong customer loyalty. The role supports and contributes to achieving sales targets for VIC (Very Important Client) segments and for the stores under direct responsibility.

The role provides training and coaching to In-Store VIC roles (where applicable), focusing on delivering luxury service and maintaining Pradas high-quality standards.

RESPONSIBILITIES 

• Build a strong network through business breakfasts/lunches and other regular meetings with clients, aiming to increase sales and expand the client portfolio.
• Develop and manage relationships with clients by collaborating with hotels, luxury service providers, tour operators, personal shoppers, etc., and implement customized services for selected hotels.
• Organize private appointments in coordination with the Regional Client & VIC Development Senior Manager, in line with HQ guidelines and other relevant corporate functions.
• Collect and analyze data for the Luxury Loyalty Program Benchmark.
• Partner with the Regional Client & VIC Development Senior Manager to ensure in-store experiences align with client expectations and corporate standards.
• Gather store feedback on private appointments and VIC engagement activities, and share insights with the Regional Client & VIC Development Senior Manager.
• Stay informed on competitors and maintain a strong understanding of VIC experiences.
• Propose a ranking of Prada experiences by client cluster (e.g., VIC Fashion Shows, Styling Sessions, Prada Day including Fondazione and Factory visits) to drive VIC engagement and business growth.
• Define material and tool needs for each experience, in collaboration with relevant departments.
• Share and implement Prada experiences across the region, supporting execution locally and attending events when needed.
• Conduct post-event analysis and coordinate relevant follow-up activities.
• Monitor and report on VIC business performance in the assigned stores, supporting all related initiatives.
• Coordinate closely with the Retail Events team within the department to ensure seamless, cross-touchpoint activations tailored to different client clusters and maximize impact.
• Manage special Custom Orders for High-Net-Worth Individuals (HNWIs) or high-potential clients, including scouting opportunities, presenting the projects, and overseeing operational follow-up with HQ.
• Work in close partnership with the CRM team to define and co-create strategies that will support the growth of the VIC segment.
• Support the PR department in activities involving celebrities, when required.
• Monitor the quality of client service through regular store interactions and provide actionable feedback.
• Coach Store Managers and in-store Client Development roles in developing local networks and building strong client relationships.
• Support resolution of sensitive or critical issues involving top clients.
• Contribute to store team training on luxury service standards, Prada values, and brand DNA.

KNOWLEDGE AND SKILLS

Bachelor’s/Master’s Degree

English proficiency

At least 3-5 years of experience into Client Experiences and Development in the luxury industry

Project management skills

Joining our Company means working in a creative and international environment, with teams of people motivated by curiosity and the quest for excellence. The engine of our success is the importance and value that we place on the talent and passion of our people leading to their own professional growth.
Prada Group promotes an inclusive work environment, ensuring equal opportunities for all candidates, regardless of gender, ethnicity, sexual orientation, disability, or other personal characteristics. We believe that diversity is a value and we are committed to build a fair and respectful workplace for all.