30/03/2024
Permanent
Competitive
Over 5 Years
Manager
28/04/2024
RESPONSIBILITIES:
Client Engagement:
• Devise and implement tailored strategies for VIP clients and various membership levels to enhance their engagement and loyalty.
• Maintain and nurture existing client relationships while actively reactivating dormant clients.
• Create and execute co-branding events and collaborations to engage clients and promote exclusive experiences.
Customer Service:
• Oversee the after-sale experience, ensuring seamless and memorable interactions for clients.
• Effectively handle and resolve customer complaints and concerns, turning challenges into opportunities for growth.
• Administer client surveys to collect feedback and insights, driving continuous improvement in service quality.
Partnership Development:
• Collaborate with luxury industry partners to identify opportunities for recruiting new clients through joint promotions, events, and collaborations.
• Establish and foster strong relationships with luxury brands to enable co-branded initiatives and exclusive offerings.
Data Management:
• Utilize data-driven insights to segment the customer base for targeted marketing campaigns, enhancing client engagement and sales.
• Conduct thorough data analysis to identify trends, opportunities, and areas for improvement.
• Champion a data-driven approach in decision-making and provide regular reports to the Board of Directors.
Client Experience Management:
• Collaborate closely with brand, retail, and marketing teams to optimize every touchpoint with clients, both online and in-store.
• Lead and implement initiatives that ensure consistency and excellence in the client experience across all channels.
• Develop and execute innovative client-focused programs and events.
Managing Personal Shopper Team:
• Supervise and mentor personal shoppers dedicated to top VIP clients, ensuring they consistently provide exceptional service and exceed client expectations.
• Collaborate with personal shoppers to curate unique shopping experiences, including exclusive previews and private appointments.
Trade Promotions & Events:
• Plan and execute generic trade promotions, such as end-of-season sales, Black Friday, Tet, and more, to drive sales and engage clients.
• Organize and manage trade events, including private sales and exclusive events, creating unique shopping experiences for our clients.
1. Knowledge:
· In-depth knowledge of the luxury retail sector, including understanding of brands, retail, marketing, market trends, and customer preferences.
· Understanding of the nuances of personalized service and ability to anticipate and exceed VIP customer expectations.
· Familiarity with the luxury fashion and lifestyle market to guide personal shoppers effectively.
· Strong understanding of sales strategies and techniques within the luxury retail space.
· Experience in driving revenue through effective sales initiatives and partnerships.
2. Education and Experience:
· Bachelor's degree in business, marketing, or a related field (Master's degree preferred).
· Minimum of 5 years of experience in luxury fashion retail, with a proven track record in client experience management.
3. Skill/ competence:
· Strong understanding of luxury fashion brands, trends, and products.
· Exceptional interpersonal and communication skills.
· Proficient in CRM software and data analytics tools.
· Strategic thinker with the ability to translate data into actionable insights.
· Leadership and team management abilities.
· Detail-oriented and highly organized.
· Passion for delivering an exceptional client experience
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