Client Engagement Manager

JOB PURPOSE

This role’s key purpose is to drive the Client Engagement performance in Japan, 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.

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

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
• Manage Client Engagement budget and monitor ROI

CUSTOMER STRATEGY AND EXECUTION

• 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

QUALIFICATIONS

• 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