Jacqui Capocciama

I’m a people-focused retail professional with over 20 years’ experience in the fashion industry, currently working as Clientelling Manager for the UK and Ireland at GANT. At the heart of what I do is building genuine, long-term relationships ...both with customers and with teams across the business to drive loyalty, trust, and results.

My role is all about connecting the dots between people, product, and experience. I have a real passion for understanding behaviours and what drives customers, how teams engage, and what influences decision-making and I use these insights to shape Clientelling strategies that improve engagement, retention, and overall performance.

I work closely with the senior stakeholders to understand what’s really happening on the ground, turning those insights into practical actions that make a difference.

I’m also passionate about developing people. As part of the Global Retail Experience and Training team, I support a wide range of learning initiatives from new store openings to tailored training that helps teams feel confident, knowledgeable, and inspired when working with customers.

Collaboration is a big part of my role. I regularly partner with the Retail Director, Head of Retail, and global teams to make sure everything we do supports the wider business goals. I also work closely with the designers at GANT HQ in Stockholm, bringing their stories to life in a way that feels relevant and engaging for store teams.

I’m someone who genuinely enjoys building connections, influencing across teams, and creating experiences that people remember for both customers and colleagues.Core Skills

1. Client Relationship Management

• Builds and nurtures long-term relationships with high-value and VIP clients
• Anticipates client needs through deep understanding of preferences and purchase history
• Delivers highly personalised, luxury-level service experiences

2. Commercial Awareness

• Drives sales through strategic client outreach and repeat business
• Uses data and CRM tools to identify opportunities and maximise client lifetime value
• Understands KPIs, conversion, UPT, and client retention metrics

3. Clientelling Strategy & Execution

• Develops and implements targeted clientelling plans aligned with brand goals
• Manages client portfolios and segmentation (VIP, top spenders, new clients)
• Plans and executes private appointments, in-store events, and exclusive previews

4. Digital & CRM Expertise

• Proficient in CRM systems and clienteling apps
• Uses digital tools (email, WhatsApp, virtual styling) to engage clients
• Maintains accurate, GDPR-compliant client data

5. Leadership & Team Development

• Coaches and motivates team members to adopt clientelling behaviours
• Leads by example in delivering exceptional service
• Provides training on client engagement, styling, and relationship building

6. Styling & Product Knowledge

• Strong fashion awareness and styling capability
• Deep understanding of collections, fabrics, and brand storytelling
• Able to curate tailored recommendations for clients

1. Client-Centric Mindset

• Always prioritises the client experience
• Goes above and beyond to exceed expectations
• Treats each client interaction as an opportunity to build loyalty

2. Proactive & Entrepreneurial

• Actively seeks opportunities to engage clients and drive business
• Takes ownership of client portfolios and business results
• Thinks creatively about outreach and relationship building

3. Discretion & Professionalism

• Handles VIP clients with confidentiality and sensitivity
• Maintains a polished, luxury-level presence at all times

4. Attention to Detail

• Remembers client preferences, sizes, and important dates
• Ensures every touchpoint is seamless and personalised

5. Strong Communication Skills

• Confident and engaging communicator (in-person and digital)
• Adapts tone and style to different client profiles

6. Results-Driven

• Focused on achieving and exceeding sales targets
• Monitors performance and continuously improves approach

7. Collaborative

• Works closely with store leadership, marketing, and buying teams
• Shares client insights to influence product and service decisions

• Co-created and executed all Retail Training Programmes
• Led, managed and developed a team of Global Sales Trainers
• Designed and delivered comprehensive sales training programmes which contributed to a 19% increase in sales productivity within first six months of implementation
• Created and executed performance coaching programme for Store Managers and Store Teams, directly resulting a 15% improvement in overall sales performance within first year
• Tracked performance through regular Leadership observations
• Consistent tracking of Leadership and Sales performance
• Project-managed seasonal Store Manager events, both in UK and Nordics
• Conducted seasonal Learning Needs Analyses for Retail team
• Designed, trained, embedded and evaluated e-Learning Sales and Service programme
• Collaborated on training initiatives with Global team, local HR and Retail team and evaluated quality, effectiveness and success
• Identified talent for development in Head Office and Store Teams
• Facilitated classroom and virtual workshops including 'Growth Groups,' Values, and Leadership Behaviours Workshops
• Created and taking the lead in Product Training Films
• Created training content for Learning Management Systems (known internally as 'GANT Academy')
• Consistently exceeded training KPI's by 20%
• Co-created, designed and implemented Head office Onboarding and Retail Stores Induction
• Co-created Competency Behavioural Framework

• Working with Benelux Retail team, UK Retail Director

• Working with Head of Learning and Development - UK

• Created training materials such as presentations, manuals, videos, and interactive modules
• Led product training sessions for internal employees, sales teams, or customers
• Customised training programmes based on the needs of different departments or clients tailored training materials to suit different learning styles
• Collaborated with Wholesale teams, Customer Service and Brand Managers

• Achieved and exceeded sales targets for wholesale accounts, leading to increased revenue and market share
• Expanded the customer base, increased the order volume from existing customers, and drove overall sales growth.
• Maintained high level of customer satisfaction and retention among wholesale accounts, leading to long-term, profitable relationships with key customers.
• Secured new wholesale accounts and in the UK and Ireland.
• Drove additional revenue by identifying opportunities to cross-sell or up-sell complementary products or services to existing wholesale accounts
• Provided valuable market insights, customer feedback, and competitive intelligence that forms product development, marketing strategies, and overall business decision-making
• Played a key role in fostering collaboration and teamwork across internal departments, contributing to a positive and productive work environment
• Effectively addressed and resolved customer concerns, issues, or challenges to strengthen customer relationships and demonstrates company commitment to customer service
• Demonstrated personal and professional growth through ongoing training, such as TACK International sales negotiation training