Head of Digital Stylist - CDD

Head of Digital Stylist

The Head of Digital Stylist will be part of the E-commerce Team, leading the strategy and execution of clienteling initiatives for our top online clients. The role focuses on developing high-value client relationships, growing the VIC portfolio, designing customer journeys across the E-commerce platform, and driving long-term loyalty and sales. Working closely with the Client team, this position combines strategic CRM planning, hands-on clienteling and team management.

CRM strategy

Objective: Develop and execute the CRM strategy for top clients to strengthen loyalty, increase client lifetime value, and grow the VIC segment.

Responsibilities:

• Define and implement the annual CRM and clienteling strategy aligned with business objectives.
• Build the yearly clienteling calendar, including campaigns, gifting, events, and key client touchpoints.
• Develop client segmentation strategies and identify growth opportunities within the VIC portfolio.
• Partner with the Central Client Team to ensure alignment across markets.
• Manage the annual clienteling budget and gifting strategy.
• Analyze client behavior and CRM performance to optimize engagement and retention.
• Introduce innovative clienteling initiatives and monitor luxury market best practices.

Online stylist & personal clienteling

Objective: Drive sales and client loyalty through personalized digital clienteling and premium one-to-one client experiences.

Responsibilities:

• Manage and develop a portfolio of top online clients through personalized communication.
• Recruit and nurture new VIC clients.
• Deliver tailored product recommendations based on client preferences and purchase history.
• Share styling advice, exclusive content, and alternative product solutions.
• Execute clienteling campaigns for launches, birthdays, anniversaries, thank-you messages, and exclusive invitations.
• Invite and assist top clients at key brand events, including fashion shows, collection presentations, private dinners, and arrange personalized in-person engagements such as lunches and special invitations.
• Develop new engagement ideas, gifting initiatives, and personalized experiences.
• Maintain accurate CRM records and client profiles.

Online Stylist team management

Objective: Lead and develop the Online Stylist to deliver exceptional client experiences and achieve commercial objectives.

Responsibilities:

• Lead onboarding and ongoing training.
• Set objectives, monitor performance, and provide regular coaching.
• Share best practices and innovative clienteling approaches.
• Coordinate client portfolio allocation and daily priorities.
• Ensure consistent luxury service standards and support professional development.

Qualifications:

Minimum of 3 years of relevant experience in retail or online VIC clienteling within a luxury retail environment.

Fluency in English and French (both written and spoken) is required.

Proficiency in using CRM and e-commerce platforms, specifically Salesforce Commerce Cloud and Salesforce Marketing Cloud.

Success Profile:

The ideal candidate is client-focused, commercially driven, and passionate about delivering exceptional luxury experiences. They combine strong analytical and relationship-building skills with a proactive mindset, balancing strategic CRM planning, hands-on clienteling, team leadership, and operational execution to drive client loyalty and business growth.