Job Description
Job Scope:
The Bridal Experience Manager is responsible for overseeing and elevating the end-to-end bridal client journey, ensuring a seamless, luxurious, and emotionally engaging experience aligned with ELIE SAAB’s standards. This role combines ownership of the client experience, and operational coordination, while driving bridal business performance.
Main Duties and Responsibilities:
* Achieve and exceed individual quarterly and annual Bridal sales targets while maintaining the highest level of client satisfaction.
* Drive boutique-level Bridal business performance, linking bridal sales to Ready-to-Wear (RTW) and accessories collections for brides and bridal parties.
* Analyze sales performance metrics and client trends to identify growth opportunities, optimize appointment conversion rates, and increase Average Transaction Value (ATV).
* Lead initiatives to expand the boutique’s bridal client base and develop long-term loyalty strategies. Elevated Client Experience & Appointment Management
* Host and lead the complete bridal client journey, designing and executing a luxury, emotionally resonant experience from first consultation to final delivery.
* Curate customized gown selections aligned with each bride’s style, personality, and wedding vision.
* Build genuine relationships with brides, bridal parties, and families, fostering trust and loyalty.
* Manage appointment schedules, fittings, and follow-ups with precision and discretion, anticipating client needs at every stage.
* Follow up consistently with brides throughout the full lifecycle (initial consultation to final delivery).
* Ensure timely and professional responses to all client inquiries across channels (in-store, phone, email, digital platforms). Clienteling & Relationship Management
* Build and sustain a high-value bridal client portfolio, establishing the ELIE SAAB brand as a trusted advisor for brides and bridal parties.
* Fully adopt and utilize the official clienteling/CRM tools to track interactions, preferences, milestones, and follow-ups. - Develop long-term relationships to generate repeat purchases and referrals.
* Provide guidance to the boutique team on client engagement, appointment strategy, and upselling opportunities. Operational & Managerial Excellence
* Own the end-to-end bridal operations, including order management, alterations coordination, fittings, and final delivery, ensuring a flawless execution aligned with brand standards.
* Ensure compliance with ELIE SAAB operational policies and boutique procedures, providing manager-level oversight for operational accuracy and efficiency in coordination with the management.
* Track all bridal orders accurately and proactively follow up on production and delivery timelines.
* Coordinate with alterations teams and designers to ensure a flawless fit and exceptional final presentation.
* Coordinate payment processing with the Boutique Manager and ensure documentation accuracy.
* Monitor and maintain proper stock levels of bridal materials (hangers, packaging, stationery, fittings tools.
* Ensure bridal merchandising guidelines are implemented according to Head Office standards.
* Submit daily sales and activity recap reports with accurate data and insights. Market Intelligence & Business Development - Stay updated with bridal trends, designers, and fashion forecasts to provide informed and elevated styling guidance.
* Provide structured feedback to management regarding local market trends, competitor activity, and production-related insights.
* Propose seasonal networking and partnership strategies targeting luxury hotels, concierge services, jewelry brands, wedding planners, and other relevant partners.
* Support the planning and execution of Bridal trunk shows in collaboration with the Retail Department and key stakeholders. Brand Representation.
* Act as a brand ambassador, embodying ELIE SAAB’s heritage, craftsmanship, and bridal savoir-faire at all times.
* Mentor and guide boutique staff while coordinating with the Boutique Manager in luxury clients experience best practices when relevant, elevating the overall service standard.
* Maintain impeccable professional conduct and personal presentation in line with ELIE SAAB brand expectations.
* Collaborate regularly with Bridal Specialists and Boutique Managers across the company to exchange best practices, share insights, and ensure full alignment on the bridal experience across all boutiques.
Position Requirements:
* Education - High School Diploma or equivalent.
* Experience - 8+ years of experience in an equivalent position in the high-end retail fashion industry.
* Competencies - Strong Communication Skills - Strong Innovation, Initiative & Entrepreneurship Skills - Strong Problem Solving & Decision-Making Skills - Strong Managing & Developing Talent Skills - Strong Networking Skills - Strong Adaptability & Flexibility Skills