The Role
The VIP Clientele Associate will be the face of the brand and the go-to person for our top-tier customers, playing an integral role in acquiring and retaining high-value clients. This is a sales role responsible for driving revenue through a personal book of VIP clients by growing spend and frequency, converting new arrivals and exclusives into sales, and proactively identifying new revenue opportunities across virtual styling, events and trunk shows. The associate also handles their clients’ customer service needs, such as order status, returns and exchanges.Success is measured against individual sales goals tied to ecommerce revenue and customer retention.
Responsibilities
Clienteling:
- Delivers white-glove service to a growing portfolio of VIP clients, engaging 1:1 via each client’s preferred channel with prompt, proactive, resolution-oriented communication.
- Maintains the top-tier client list in partnership with the Head of Customer.
- Hosts virtual styling appointments, curating complete head-to-toe looks suited to each client’s style and body type, and reaching out ahead of new assortments.
- Serves as a trusted fashion advisor with in-depth knowledge of F&E’s full assortment (current, past and upcoming), including sizing, features, value and of the competitive landscape.
- Follows up consistently to close sales, manage all of their customer service requests and build lasting, loyal relationships.
- Creates styling and product video content for clients and marketing channels.
- Meets monthly individual and team sales goals.
VIP Event Execution & Operations:
- Completes daily operational tasks efficiently without compromising service or F&E standards, including purchases, invoicing, order status, returns, exchanges and preorders.
- Executes VIP exclusive events and gifting with the Head of Customer, Product and Marketing teams; on-site at events as needed.
- Supports the Head of Customer in testing and shaping VIP loyalty offers and programs.
Who You Are
- 5+ years of sales or styling experience, preferably in luxury retail; current knowledge of fashion trends and competitors.
- High school diploma or equivalent; college degree preferred.
- Knowledge of Microsoft Office, Google Workspace, Shopify, Full Circle or other ERP systems preferred.
- Strong verbal and written skills; confident on camera; collaborates effectively with cross-functional teams.
- Drive & Perseverance: Consistently exceeds goals and follows through with energy, even in the face of setbacks.
- Customer Focus: Earns the trust of internal and external customers, reads cues to tailor each approach, and uses customer insight to improve products and services.
- Creativity: Generates original ideas and connects previously unrelated concepts.
- Interpersonal Savvy: Builds effective relationships at every level, inside and outside the organization; diplomatic and able to defuse tense situations.
- Learning on the Fly: Learns quickly, experiments to find solutions, and draws lessons from both successes and failures.
- Dealing with Ambiguity: Shifts gears comfortably in a fast pace environment and acts decisively without the full picture.
Physical Requirements
- Ability to stand and walk for extended periods during VIP events and trunk shows.
- Ability to lift, carry, and move up to 25 lbs, including garment bags, product, and display fixtures during event setup and breakdown.
- Ability to bend, stoop, kneel, and reach to set up, merchandise, and break down event displays.
- Manual dexterity to handle merchandise and work on a computer and phone for extended periods.
- Comfort working on camera for virtual styling appointments and video content.
- Flexible schedule, including nights and weekends for VIP events.
Compensation
This role includes a base salary plus a sales incentive program. The total target compensation range for this role is $80,000 to $150,000, inclusive of both base and incentive.
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.
Frank & Eileen is an equal opportunity employer, celebrating diversity and creating an inclusive environment for our employees and customers. We are committed to comply with all Federal, State and local laws providing EEO and all other employment laws and regulations.