Fractional leadership
Turn client experience into revenue.
Every brand says client experience matters. Few can show what it does for the P&L.
As your fractional Head of Client Experience and Learning, I build the selling culture that brings clients back, grows every basket, and earns lasting loyalty; then I tie it to the numbers your leadership watches.
How it works
Three steps, measured every month.
What happens
Weeks 1 to 2. I review your sales data, shop your stores, and interview your leaders. Together we agree on the numbers we’ll move.
You get
The numbers we’ll move
What happens
Weeks 3 to 4. Every initiative links to a P&L measure, an owner, and a target.
You get
A 90-day plan
What happens
Ongoing. I roll out lifestyle selling and clienteling, coach your managers, and review results with leadership every month.
You get
A monthly scorecard
The problem I solve
Steady traffic. Flat results.
- Traffic is steady, but conversion and average ticket are flat.
- Clients buy once and don’t return.
- Teams sell products; they don’t sell a lifestyle.
- Training happens, but no one can connect it to sales results.
From the floor to the P&L
How client experience moves your numbers.
Lifestyle selling means selling across all categories to drive health and overall market share, by exposing clients to every journey available to them.
| Client experience lever | What changes on the floor | P&L measure it moves |
|---|---|---|
| Lifestyle selling | Advisors sell across categories and introduce clients to every journey | Average transaction value; units per transaction; category health |
| Clienteling | Advisors build a client book and follow up with purpose | Repeat purchase rate; client retention |
| Service standards | A consistent welcome, discovery, and close in every store | Conversion rate |
| Manager coaching | Daily floor coaching tied to sales targets | Sales per hour; consistency across stores |
| Onboarding | New advisors reach full selling ability sooner | Time to productivity; turnover cost |
At the executive level
What the engagement includes.
- Owning the client experience and enablement strategy, reporting to your CEO or COO
- Governing one client experience standard across regions, with field leaders accountable for it
- Budget, team design, and vendor decisions for learning and client experience
- Alignment across retail operations, merchandising, and HR
- A monthly results review with your executive team
Proof
Built, governed, and grown.
Built a function
I established customer experience from the ground up across B2B and direct-to-consumer channels. Response times fell from seven days to four hours; client loyalty rose 38%; service satisfaction reached 97%.
Led at scale
Learning, development, and workforce integration across Louis Vuitton’s $1B Western Region; 19 locations and more than 800 people.
Governed leadership readiness
As DEI Advisory Council Co-Chair for Louis Vuitton Americas, I built a pipeline strategy with advancement milestones from manager to Vice President.
The offer
Monthly retainer
4 days a month. Three-month minimum. The same scorecard every month: where you started, where you are now, and what drove the change.
From $6,500 a month
Let’s find the revenue in your client experience.
Start with a 30-minute conversation about your stores and your numbers.
Book a call