Client Strategy Manager

Job description

Job Mission:

You will be responsible to develop Client Engagement strategies, drive targeted activities to approach all existing and potential clients in order to strengthen their relation with the brand, elevate their engagement and enhance their experience in the Asia region.

•Client engagement strategy across all touchpoints (client communications, tools, gifting, programs & experience)

•Client intelligence: analysis planning, DB management

•Clienteling strategies, KPIs & tools for boutiques

•Omnichannel projects to enhance client experience

 

 

Key Responsibilities:

Strategy

·  Define the client engagement strategy for Thailand, in line with market objectives and Regional/global orientations, working closely with other divisions/functions

·  Drive the Fashion Loyalty Breakthrough Objective (BTO)

 

Database & CEM Systems

·  Ensure the successful implementation of Customer Program (iCoco, The House, Marketing Automation) in Thailand

·  Continue enhancing existing systems (CEM Dashboard) with regional IT to support markets as needs become more complex

·  Ensure optimized database management, including data capture and compliance with each Thailand's privacy regulations

 

Customer Insights

·  Lead in attaining deeper client intelligence, using tools developed provided

·  Bring customer insights into every level of the organization, from management down to Fashion Advisors

·  Provide client reports/trends as needed

·  Synthesize insights from CRM data analysis with findings from Consumer Insights and Market Intelligence team

·  Work with Fashion Managers and other divisions/functions to translate customer insights into actions

  

CEM Action Plan

·   Provide targeting recommendations for each client touch point and explore new tools to optimize client communication

·  Redefine client communications strategy

·  Regularly conduct client tools performance tests, to optimize client communications approach

 

Services & e-Services

·  Clienteling - Launch Coco Project in Thailand and optimize it

·  Implement CEM KPIs in Boutiques/FA Commission scheme

·  Coordinate all service dimensions and cross-channel alignment strategy with the different stakeholders i.e. retail, operations, quality, customer care

 

VIC

·  Work closely with VIC team to define the VIC strategy for Thailand

·  Arbitrate VIC activities within Thailand

·  Elevate the level of local VIC activities

 

Qualifications:

- Thai Nationality only

- 3 to 5  years of client engagement experience in similar role, preferably in fashion or retail industry

- Experience in interacting with/servicing top luxury clients

- Good understanding of data/systems/digital marketing tools 

= Excellent project management and communication skills

- Collaborative mindset

- Have sensitivity to luxury retail and customer service

- Analytical and strategic thinking, ability to multitask and handle pressure well