Client Experience Manager - Emporio Armani Milano

Giorgio Armani S.p.A.

The Armani Group is a leading company in the fashion and luxury sector, with more than 8,000 employees. Its three core brands – Giorgio Armani, Emporio Armani and A|X Armani Exchange – are active in all the world’s major countries, across many continents. With origins firmly rooted in Italy, but also with a cosmopolitan vision and culture, the company has grown since it was founded in 1975, expanding its offer from clothes and accessories to cosmetics, fragrances, eyewear, watches, jewellery, and furniture and furnishing accessories. Today, therefore, as well as being well known in the area of fashion, the Armani Group is also renowned in the sectors of interior design, food and beverage, and hotels and resorts.

Giorgio Armani has created a style that has, with remarkable consistency, continued to explore countless variations and possibilities over the years. The Armani style, in expressing a precise vision – down to the most minute detail, is a style in the truest sense of the word: a way of being and presenting oneself, certainly incorporating clothing and accessories, but also including gestures, ways, behaviours and attitudes; a style that goes beyond the sum of its parts, and well beyond what one wears.

Convinced that ethics and aesthetics must coincide, Giorgio Armani expresses fundamental and enduring values through style. He does so by creating timeless pieces that, enhanced by precious materials and artisanal craftwork, resist the whim of fleeting trends with their pure and essential design.

Context and purpose of the job Within our Emporio Armani flagship store in Milan, the Client Experience Manager plays a pivotal role in ensuring that daily store operations translate into a seamless, elevated client journey that is fully aligned with the brand’s core values, heritage, and identity.

Acting as the strategic and operational link between business objectives and floor execution, the Client Experience Manager oversees the flow of sales activities, ensures the efficacy of the sales force through continuous coaching, optimizes floor zoning, and drives commercial decisions through in-depth KPI analysis and targeted action plans.

Responsibilities

Preside over the sales floor to ensure all activities run smoothly, resolving operational obstacles in real time and maintaining luxury brand standards

Provide daily on-the-floor coaching and structured feedback to Client Advisors and Department Managers to develop sales techniques and client relationship skills

Optimize sales force positioning and floor zoning based on traffic flows, commercial priorities, and store operational needs

Analyze store KPIs and convert data into short- and medium-term commercial action plans, translating business goals into concrete daily priorities for the teams

Coordinate communication between departments to ensure total alignment on standards and support Department Managers in developing their teams

Act as the ultimate custodian of the brand’s service culture, ensuring every customer touchpoint reflects the luxury identity of the house

Handle complex customer escalations, complaints, and VIP client requests with high diplomacy, absolute poise, and discretion

Requirements

At least 5 years of retail experience in a structured managerial role within the Luxury Retail sector

Proven track record of managing and driving performance in a high-volume flagship store environment

Fluency in both Italian and English

Strong background in coaching and mentoring large, diverse teams while fostering accountability

Solid capability to interpret complex retail metrics and convert data into successful floor strategies

Proven experience in handling demanding VIP client relationships and complex conflict resolution with absolute poise

Highly organized, methodical, and solution-oriented mindset with the agility to adapt quickly to changing retail dynamics

We promote diversity and inclusion in all forms, within a collaborative environment where your talent can flourish in the pursuit of a common goal: yours and our growth.

The base salary range for this position is 40.000 - 50.000 euros.

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