Clienteling Manager - Italy, Serravalle
Our Mission
'To create the finest retail experiences.'
Our Purpose
'Making the extraordinary possible'
McArthurGlen Group, Europe's leading owner, developer and manager of designer outlets, was founded in Europe in 1993 and currently manages 23 designer outlets in 8 countries.
What you'll be doing...
As Clienteling Manager, you will be the first point of contact for high-net-worth individuals (HNWI) and key luxury partners. Acting as a trusted host and connector, you will deliver a highly personalised hospitality experience while driving loyalty, engagement and commercial growth.
* Championing an exceptional, personalised guest experience across all touchpoints.
* Promoting premium in-centre services such as Personal Shopping, Concierge, Premium Parking, Guest Lounge and Shopping Services.
* Driving guest spend, retention and loyalty through in-person engagement and thoughtful follow-up.
* Leading and supporting the Personal Shoppers team, setting the standard for luxury service delivery.
* Building rich, detailed HNWI guest profiles to unlock tailored experiences and commercial opportunities.
* Managing the end-to-end client gifting journey, from concept to delivery.
* Maintaining a visible floor presence to coach, inspire and identify opportunities for service excellence.
* Handling complex guest requests and resolving issues with confidence, discretion and care.
* Planning and delivering exclusive Guest Lounge events and activations in collaboration with internal teams.
* Analysing guest feedback and insight to continuously refine service standards and SOPs.
Why McArthurGlen?
Competitive Salary & Bonus: Enjoy a competitive salary with a performance bonus of up to 25%
Wellbeing Allowance: Claim towards yoga, gym equipment, or any activity that promotes your wellbeing.
Volunteering Days: Benefit from 2 paid volunteering days per year.
Exclusive Discounts: Access special discounts at our Designer Outlets.
Flexible Working: Hybrid working options where possible to accommodate your needs.
International Exposure: Work with colleagues across eight countries within a global organization.
Learning & Development: Access LinkedIn Learning from day one with over 16,000 courses available. Grow through internal moves, cross-country projects, international secondments, and a calendar of core development opportunities.
Values-Based Culture: Thrive in an inclusive and collaborative environment where we value excellence, innovation, and making a difference.
Positive Work Environment: Over 89% of our colleagues would recommend us as a great place to work, according to our latest internal engagement survey.
To be successful you'll bring...
* At least 5 years' experience in a similar role within luxury hospitality or premium retail.
* Proven leadership skills with a passion for developing high-performing teams.
* A natural ability to connect with both local and international guests, building trust and rapport.
* A deep understanding of luxury service expectations and a genuine love for creating memorable moments.
* Fluency in Italian and English; additional languages are highly valued.
* A polished, professional presence with a confident, approachable manner.
* The agility to thrive in a fast-paced environment while managing multiple stakeholders.
* Strong IT skills, including Microsoft Office and Outlook.
What to expect...
• We commit to replying to all applications, feel free to get in touch if you'd like an update
• You will have a main point of contact within our Talent team
• We're a collaborative business: it's important for you to meet as many people as you can during the recruitment process.
We're also aware that your time is precious, so aim to keep to a two-stage process wherever we can
Be part of something extraordinary...
At McArthurGlen, we value diversity and believe that everyone is extraordinary in their own way. We are an inclusive employer and support flexible working wherever possible.
95% of colleagues believe we treat each other with dignity and respect regardless of their personal identities.
Even if you are not sure you fit all the requirements for a particular role, we'd still love to hear from you. There may be another opportunity within McArthurGlen that is more suitable for you now or in the future.
Our Success Framework