Sr. Manager: Client Experience and CRM

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 reporting directly to the COO. 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 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 & Retention Marketing 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[Be specific when describing each of the responsibilities. Use gender-neutral, inclusive language.] Example: Determine and develop user requirements for systems in production, to ensure maximum usability Qualifications • 5+ years of experience in luxury client relations, VIP services, or high-net-worth client management—ideally in fashion, jewelry, fine goods, or luxury hospitality • Demonstrated experience designing and executing CRM-driven marketing programs with measurable business outcomes, using platforms such as HubSpot, Klaviyo, or Salesforce • Proven ability to build and maintain 1-to-1 relationships with discerning, high-value clients at a personal, consultative level • Strong analytical mindset: comfortable owning a KPI dashboard, interpreting campaign data, and making data-informed decisions independently • Experience managing or directing content development for CRM and marketing communications; able to brief and guide creative teams with clarity and brand instinct • Exceptional communication skills—warm, precise, and client-centric in all written and verbal contexts • Entrepreneurial orientation; thrives in a fast-moving, founder-led environment where expectations are high and structures are still being built