About MadaLuxe Group:
MadaLuxe is a partner for the world’s most coveted brands and retailers. Across our fashion, lifestyle, and venture tech divisions, we distribute premium brands to major retailers around the world - investing in and developing brands, products, and technology where we see growing demand. Our platform is constantly evolving and expanding to meet the changing needs of the luxury consumer.
Our exclusive relationships, luxury expertise, operational excellence, and tech prowess are unmatched. As an end-to-end growth partner, we support our family of brands with everything from back-office and logistics support to marketing, distribution, and growth strategies. With 15 years of sustained growth and experience, we continue to innovate and build the future of luxury that we envision.
MadaLuxe takes major stake in Ippolita jewelry brand!
About IPPOLITA:
Founded in 1999 by artist and designer Ippolita Rostagno, IPPOLITA is a fine jewelry brand created by a woman for women. Known for its sculptural forms, organic silhouettes, and modern femininity, the brand has redefined luxury jewelry through an artful balance of beauty, wearability, and craftsmanship. Each piece reflects Ippolita’s belief that jewelry should be both expressive and empowering - an everyday celebration of individuality.
Position Overview
The Director, Client Development & Clienteling will lead IPPOLITA’s strategy for building stronger, more productive client relationships across retail, e-commerce, and off-site selling environments.
This role will develop and execute an omnichannel clienteling strategy that connects our boutique and web businesses, including a dedicated approach for web-only clients. The Director will set the clienteling agenda for the boutique and web customer service teams, defining monthly priorities, target client segments, outreach strategies, goals, and measures of success.
The Director will also create new ways for IPPOLITA to go where our clients are, developing commercially productive opportunities through trunk shows, brand collaborations, hotel and resort events, pop-ups, art fairs, cultural moments, private appointments, and other off-site experiences.
The ideal candidate combines strong luxury relationship instincts with commercial acumen, CRM discipline, creativity, and the ability to turn strategy into consistent execution.
Key Responsibilities
Omnichannel Clienteling & Team Leadership
- Lead IPPOLITA’s CRM and clienteling strategy across retail and e-commerce, including dedicated programs for web-only, high-value, high-potential, first-time, and lapsed clients.
- Direct the boutique and web customer service teams on monthly clienteling priorities, target clients, outreach strategies, and commercial goals.
- Establish clear standards for outreach, follow-up, appointment generation, reactivation, referrals, and post-purchase engagement.
- Review performance regularly, identify opportunities and gaps, and hold teams accountable for results.
Client Development & Reactivation
- Build strategies to grow high-value and high-potential clients, increase repeat purchasing, and improve client lifetime value.
- Lead programs to reactivate dormant and lapsed clients and convert first-time purchasers into repeat clients.
- Use purchase history, preferences, milestones, and client behavior to make outreach more relevant and personal.
- Maintain direct relationships with select top clients and significant opportunities where appropriate.
CRM & Customer Intelligence
- Oversee customer segmentation and the use of client data to guide personalization, outreach, and commercial opportunities.
- Establish strong CRM discipline around client documentation, follow-up, and opportunity tracking.
- Evaluate current CRM and clienteling tools and recommend improvements as needed.
- Use customer data to identify emerging VICs, high-potential clients, reactivation opportunities, and broader behavioral trends.
Off-Site Selling & Client Experiences
- Develop a calendar of off-site client development and selling opportunities that extends IPPOLITA beyond our boutiques and website.
- Partner with Marketing to identify trunk shows, complementary brand collaborations, hotel and resort activations, pop-ups, private selling events, art fairs, and cultural moments where IPPOLITA should show up.
- Build the commercial plan for each activation, including target clients, outreach, appointments, assortment, follow-up, and revenue goals.
- Measure performance and determine which event formats, partnerships, and markets should be repeated or scaled.
Client Experience & Cross-Functional Partnership
- Partner with customer service to ensure VIC and priority clients receive exceptional, personalized service across every channel.
- Work closely with Retail, E-commerce, Marketing, Merchandising, Wholesale, Operations, and senior leadership to align client development with broader business priorities.
- Develop strategies together with the Marketing and Sales directors to ensure brand consistency and financial success, aligned with both short-term and long-term goals.
- Translate product launches, brand stories, and commercial moments into actionable client outreach.
- Bring client insights back into the organization to inform product, marketing, merchandising, and customer experience decisions.
Measures of Success
Success will be measured through:
- Revenue generated through clienteling
- Repeat purchase, retention, and reactivation
- Growth of VIC and high-potential client segments
- Conversion of first-time clients into repeat clients
- Appointment and outreach effectiveness
- Off-site event revenue and ROI
- New-client acquisition and referrals
- CRM adoption and follow-up discipline
- Growth in client lifetime value
Experience & Qualifications
- 7+ years of experience in luxury retail, client development, CRM, fine jewelry, fashion, hospitality, art, or another high-touch consumer environment.
- Demonstrated success growing high-value client relationships and generating business proactively.
- Experience developing CRM, clienteling, loyalty, retention, or customer-development strategies.
- Functional familiarity with new technology frontiers and CRM software
- Strong understanding of customer segmentation, personalized outreach, and CRM technology.
- Experience directing clienteling activity across teams and holding teams accountable for results.
- Experience with client events, activations, partnerships, or experiential selling strongly preferred.
- Fine jewelry or luxury experience preferred.
Personal Profile
We are looking for someone who is warm, sophisticated, commercial, entrepreneurial, highly organized, and relationship-oriented. This person should be comfortable moving between strategy and hands-on execution, setting direction for teams, reviewing performance, and developing new ways for IPPOLITA to meet clients and grow the business.