Senior Manager of Client Experience

Why Join Alo?

Mindful movement. It’s at the core of why we do what we do at ALO—it’s our calling. Because mindful movement in the studio leads to better living. It changes who yogis are off the mat, making their lives and their communities better. That’s the real meaning of studio-to-street: taking the consciousness from practice on the mat and putting it into practice in life.

Overview

We are seeking a passionate professional to own, elevate, and drive the entire Alo retail journey with a focus on clienteling and styling training. This senior leadership role will be responsible for developing and executing a comprehensive global strategy to deliver an exceptional, end-to-end client experience across all in-store touchpoints, from journey model support to elevated client appointment hosting.

This role will be accountable for driving sales growth and ongoing loyalty from both new and existing clients by implementing effective clienteling programs and styling training initiatives. The Sr. Manager will measure and report on key performance indicators (KPIs) to track service quality, client satisfaction, and overall experience. By leading analytics and data management reporting of clienteling programs and tech tools support, the Sr. Manager of Client Experience relays the Alo vision to retail teams and brings forward local needs and feedback.

This person must understand customer purchasing behaviors and have proven experience in working successfully with cross-functional teams to achieve deliverables in a service-centric retail environment.

KEY RESPONSIBILITIES 

• Define and execute a global strategy for elevated client experience across the retail network from initial interactions to appointment facilitation and client retention.
• Drive and sustain consistent styling-based customer interactions across the global fleet, pinpointing key touchpoints and optimizing interactions at every stage.
• Align CX initiatives with broader business objectives and company strategy. Monitor the effectiveness of direct-to-client communication efforts through feedback mechanisms and analytics, adjusting as needed to maximize engagement and impact.
• Develop and implement a recognition program to acknowledge and reward field employees for achieving experience milestones.
• Drive the creation and adoption of training curriculum on customer-centric and personal styling approaches and best practices to foster a customer-focused culture throughout the organization.
• Establish and monitor key performance indicators (KPIs) to track service quality globally, including conversion and category sell-through.
• Champion the voice of the customer, ensuring that customer needs and insights are central to decision-making and product development.
• Leverage, analyze and report on customer and employee feedback to inform strategic decisions and optimize service delivery.
• Own relationship with third-party clientele tool provider, maximizing the potential of the technology, ensuring seamless implementation, and driving development of clienteling initiatives and results consistently over time
• Foster a culture of continuous improvement and a client-centric atmosphere by driving accountability in partnership with Retail Leadership, working together to champion high standards and provide guidelines that ensure consistent and exceptional service delivery globally.
• Work closely with senior leadership and cross-functional teams (Operations, Education, Commercial Leaders) to ensure a cohesive and seamless employee and customer experience across all clienteling touch points.
•  Partner with Retail Training to develop store training guides for all clienteling tools and systems to drive adoption and usage in the field, acting as a point of contact for the corporate and field teams to drive strategy
• Hold regular retail calls and deliver comprehensive reports on all efforts related to clienteling, gathering feedback and gaining buy in from the field teams around new activations & enhancements.
• Drive sales KPIs and incremental sales growth by regularly evaluating clienteling performance metrics, reporting insights to the leadership team, and identifying opportunities for optimization

Qualifications

• Bachelor’s degree in Retail, Business Management, Hospitality or similar field
• 5+ years experience in a client experience or retail HQ role
• Excellent interpersonal and communication skills
• Outstanding organizational skills
• Ability to train workers in various selling and luxury service techniques
• Willing to travel to retail stores when required
• Ability to manage full training cycle such as conducting in-person activities and using e-learning platforms
• Good time management skills
• Ability to multi-task perfectly

The base salary range for this position is $125,000-$140,000 per year, which represents the current range for the base salary for this exempt position. Please note that actual salaries will vary based on factors including but not limited to location, experience, and performance. As such, on occasion and when applicable, there is the possibility that the final, agreed-upon base salary may be outside of the upper end of the range. Please also note the range listed is just one component of the company’s total rewards package for exempt employees. Other rewards may include long term incentives, a PTO policy, and many other progressive benefits.

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