Clienteling Manager - Serravalle

McArthurGlen Group is Europe’s leading owner, developer and manager of designer outlets. Founded in 1993, the company currently manages 20+ designer outlets in 8 countries.

Responsibilities

• Act as a trusted host and connector, delivering a highly personalised hospitality experience while driving loyalty, engagement and commercial growth.
• Champion an exceptional, personalised guest experience across all touchpoints.
• Promote premium in-centre services such as Personal Shopping, Concierge, Premium Parking, Guest Lounge and Shopping Services.
• Drive guest spend, retention and loyalty through in-person engagement and thoughtful follow-up.
• Lead and support the Personal Shoppers team, setting the standard for luxury service delivery.
• Build rich, detailed HNWI guest profiles to unlock tailored experiences and commercial opportunities.
• Manage the end-to-end client gifting journey, from concept to delivery.
• Maintain a visible floor presence to coach, inspire and identify opportunities for service excellence.
• Handle complex guest requests and resolve issues with confidence, discretion and care.
• Plan and deliver exclusive Guest Lounge events and activations in collaboration with internal teams.
• Analyse guest feedback and insight to continuously refine service standards and SOPs.

Qualifications

• At least 5 years experience in a similar role within luxury hospitality or premium retail.
• Proven leadership skills with a passion for developing high-performing teams.
• A natural ability to connect with both local and international guests, building trust and rapport.
• A deep understanding of luxury service expectations and a genuine love for creating memorable moments.
• Fluency in Italian and English; additional languages are highly valued.
• A polished, professional presence with a confident, approachable manner.
• The agility to thrive in a fast-paced environment while managing multiple stakeholders.
• Strong IT skills, including Microsoft Office and Outlook.

Benefits

• Competitive Salary & Bonus: Enjoy a competitive salary with a performance bonus of up to 25%.
• Wellbeing Allowance: Claim towards yoga, gym equipment, or any activity that promotes your wellbeing.
• Volunteering Days: Benefit from 2 paid volunteering days per year.
• Exclusive Discounts: Access special discounts at our Designer Outlets.
• Flexible Working: Hybrid working options where possible to accommodate your needs.
• International Exposure: Work with colleagues across eight countries within a global organization.
• Learning & Development: Access LinkedIn Learning from day one with over 16,000 courses available. Grow through internal moves, cross-country projects, international secondments, and a calendar of core development opportunities.
• Values-Based Culture: Thrive in an inclusive and collaborative environment where we value excellence, innovation, and making a difference.
• Positive Work Environment: Over 89% of our colleagues would recommend us as a great place to work, according to our latest internal engagement survey.

McArthurGlen is committed to the equity of all qualified individuals. In keeping with our dedication, we will take the steps to assure that anyone with disabilities is provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process and/or to receive all other benefits and privileges of employment, please contact