Bridal Experience Manager in London

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.
• 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).
• 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.
• Own the end-to-end bridal operations, including order management, alterations coordination, fittings, and final delivery, ensuring 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.
• 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.
• 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.