Client Engagement Manager

Purpose
This role’s key purpose is to drive the Client Engagement performance in SEA, for both client retention, re-activation and acquisition objectives. This role will act as regional coordinator of resources and key stake holders with the aim to plan and implement a consistent and commercially impactful customer strategy, aligned with the global strategy. Budgeting and cost oversight for each brand’s loyalty budget including gifting, experiences and festivity moments including the measurement and tracking of ROI

Responsibilities
Clienteling Culture

Champion clienteling behaviors and ways of working to drive a client centric business: relationship building, pro-active outreach with existing clients and prospects, head to toe styling, working by appointment

Elevate all client experiences in stores and out of stores, ensuring brand guidelines are met

Leverage all clienteling tools to achieve results: clienteling app, client development plans, local experiences

Define action plans to improve the recruitment and onboarding of new clients Enhancing Client Experiences/ Client Events

Responsible for client engagement event planning, design, production, and overall execution including onsite operation

Participate in developing sophisticated and unmissable experiences inside the client activation journey

Propose ideas to improve provided services and understand technical files to improve the event quality

Timely-mannered communication and flexibility with local agencies to deliver the guidelines and mission.

CRM & Analytics

Define relevant initiatives to acquire new data and activate current clients, manage assigned budgets, execute their implementation, measure the ROI of each action

Manage the regional client database: ensure the accuracy and quality in data capture in the region. Set objectives on quantitative and qualitative data collection.

Client Engagement Performance

Define regional targets for individual stores

Able to monitor and also cultivate culture of clienteling at retail stores.

Report on market performance and customer retention strategy plans, providing insight to unlock specific opportunities by store and client segment

Work with retail network on strategy and execution of customer plans to reach top client growth objectives

Interpret on a monthly basis key top customers retention opportunities and define appropriate action plans

Customer Strategy & Cross-Functional Collaboration

In line with the global and regional strategy, develop yearly, quarterly and monthly regional plans to be executed through retail network

Communicate to regional retail management and store managers key CRM focuses and actions

In partnership with the store managers, define the regional value proposition that would maximise the overall contact strategy, including retail animations, client development plans

Plan and execute in store and out of store local experiences with the goal to retain top clients and increase loyalty with the brand

Research and negotiate local opportunities to partner with personal shoppers/stylists, local charities and other targeted and qualitative groups to acquire target luxury audience

In partnership with Training, define a holistic Client Engagement training plan, looking at on-boarding, ongoing support and ad hoc training

Qualification

Extensive experience in Client Engagement in the luxury industry (RTW, LG, Jewelry)

Experience in hosting clients in a Luxury environment

Strong CRM skills

Solid Retail Experience preferred

Deep knowledge of local market/s

CRM tools experience

Project Management Experience

Knowledge and Skills

Bachelor’s Degree in Marketing, Business or Engineering

At least 7+ years of experience in CRM, business development, strategy, client development

Excellent communication and client relations skills

Proven track record of identifying opportunities, designing and implementing strategies to develop business through customer relationships

Expertise in Excel and PowerPoint to create effective presentations and experience drawing conclusions and recommendations from reports

Experience in database management

Flexibility with regional and international travel

Familiarity with competitive marketplace and passion for consumer trends and development of personal customer relationships

Experience in luxury, fashion, hospitality or high-end retail prefer

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