Senior Manager - CRM and Client Experience

About Covet by Christos Covet by Christos is a luxury e-commerce and entertainment company that transforms the shopping experience through a dynamic media network of live shows. We serve a highly engaged, fashion-forward clientele seeking unique, authenticated luxury items in an interactive, community-driven environment. Our programming airs on Instagram and a proprietary next-generation live video platform We are seeking a Senior Manager, VIP Client Experience & CRM to own the full client lifecycle for our most valuable customers—from white-glove relationship management to data-driven retention marketing. This is an individual contributor and team leadership role. The ideal candidate is equally at home managing high-net-worth client relationships and architecting CRM-driven marketing programs that drive measurable engagement and revenue Key Responsibilities White-Glove VIP Client Management Own the end-to-end experience for CBC’s top-tier client segment, ensuring every touchpoint reflects the brand’s luxury positioning and deepens long-term loyalty. • Oversee and personally manage relationships with CBC’s highest-value clients, serving as a dedicated relationship manager for a select book of accounts not managed by Christos • Design and operate a tiered VIP program covering concierge services, private shopping access, early show previews, and exclusive event invitations • Develop individualized client profiles—purchase history, preferences, communication style—and use this intelligence to proactively anticipate needs and drive incremental sales • Partner with show hosts and Christos to coordinate white-glove follow-up on high-value show moments, including post-show invoicing, custom sourcing requests, and priority hold arrangements • Work with the customer care team, maintaining best-in-class service standards, response time benchmarks, and escalation protocols that uphold the CBC brand at every client interaction • Track and report on VIP client metrics including retention rates, spend per client, engagement frequency, and net promoter sentiment CRM Customer Retention and Engagement Own the CRM platform and use it as the primary engine for customer engagement, retention growth, and lifecycle marketing across the full CBC client base. • Serve as the internal owner and administrator of HubSpot (or equivalent CRM), managing customer data architecture, data integrity, customer segmentation logic, and reporting • Design and execute marketing communications by segment—new buyer onboarding, lapsed client re-engagement, VIP nurture, pre-show and post-show outreach—each with defined objectives and success metrics • Build and maintain a KPI dashboard tracking CRM program performance: open rates, click-through, conversion to purchase, repeat purchase rate, revenue attribution, and client lifetime value • Analyze campaign results and translate findings into actionable optimizations; present performance summaries and recommendations to the COO on a regular cadence • Envision and direct the development of marketing content in partnership with the design and social team, ensuring all CRM communications are on-brand, compelling, and specific to the intended audience segment • Develop audience segmentation strategy that reflects purchasing behavior, show engagement, product category affinity, and client lifecycle stage • Identify opportunities to automate recurring communications (show reminders, birthday outreach, post-purchase follow-up) while preserving the personal, high-touch tone expected by CBC clients