Galeries Lafayette Sales Manager, Personalized Services & VIP Client

About Galeries Lafayette

Galeries Lafayette, a prestigious entity within the retail landscape, offers an exhilarating environment that embodies a lifestyle of fashion, beauty, home, jewelry, watchmaking, and gastronomy. As part of this vibrant and innovative group, employees are encouraged to embrace creativity and commitment, driving the evolution of commerce and enchanting customers with every interaction.

Role & Responsibilities

• Lead and mentor Personal Shopper teams and VIP service staff, establishing performance expectations and fostering individual development
• Design and deploy personalized client retention and engagement strategies for high-value and VIP portfolios
• Oversee all Personal Shopper experiences—pre-appointment, during service delivery, and post-engagement—ensuring consistency and excellence
• Implement clienteling strategy in collaboration with dedicated clienteling management, maintaining data quality and supervising tool adoption across teams
• Conduct daily briefings, analyze performance metrics, and develop action plans to address operational and commercial objectives
• Manage client recruitment, segmentation, and strategic prioritization, identifying opportunities to expand the VIP client base
• Handle sensitive client complaints and high-stakes situations requiring diplomatic resolution
• Coordinate seamlessly with brand partners, support services, and store departments to ensure smooth client journey across all touchpoints
• Guarantee excellence at the Prestige Concierge desk, overseeing appointment scheduling, special requests (custom orders, transfers, deliveries), and luxury hospitality standards
• Collaborate with event teams to identify suitable VIP clients for exclusive experiences and ensure post-event follow-up for sustained loyalty
• Monitor weekly, monthly, and annual activity analyses; optimize service profitability and Personal Shopper contribution to overall business performance
• Ensure adherence to operational procedures, commercial standards, and checkout, sales, customer service, tax refund, and logistics protocols

Qualifications

• Significant experience managing commercial or premium service teams, preferably in luxury retail, high-end hospitality, or personal shopping sectors
• Demonstrated leadership capability with proven ability to motivate and federate cross-functional teams
• Strong analytical skills with orientation toward measurable results and KPI management
• Proficiency in French and English; additional language skills are advantageous
• Mastery of digital tools and standard business software

Skills

Experience

Significant experience in managing commercial or premium service teams, ideally within luxury retail, high-end hospitality, or personal shopping environments. Experience with VIP or high-net-worth clientele management is highly valued.

Education

No specific educational credentials are mandated; however, candidates should demonstrate professional development and continuous learning in luxury retail or hospitality management.

Workplace

Benefits

Fixed remuneration over 13 months, variable performance bonus, profit-sharing plan, staff discount on group purchases, 80% subsidized transportation costs, personalized onboarding support, dynamic and diverse career progression opportunities

Culture

Galeries Lafayette fosters a culture of innovation and joy, where each day presents new opportunities and challenges. Employees are part of a creative and committed team, dedicated to redefining the retail experience.

About Cerulean

Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.