Head of Client

Job description

This role aims to deliver and embody the Fashion Client Relationship Promise to all clients at scale, provide unsurpassed level of Ultimate experience to Top Clients, while strengthening the foundations. Under current business environment, it is essential to elevate our client cluster to maintain momentum and sophistication while preparing for future business phases.

Key Responsibilities:

what you can bring to the team

Client Strategy, Data & Insight

·  Define the overall China Fashion client strategy (to All & to Few) that aligned with brand posture & singularity through in-depth understanding of client in China in consideration of retail behavior and product knowledge;
·  Integrate foresight, insight & hindsight of different client segmentations with qualitative input;
·  Closely monitor market client dynamics to be stay ahead of the curve;
·  Apply advanced analytics to enhance understanding of clients, including segmentation and personalization efforts;
·  Adopting forward-thinking mindset and lead to build future-fit client strategy along with fashion strategic cycle by incorporating local, regional and global focuses and initiatives.

Client Engagement & Journey

·  Define client experience initiatives tailored for different client profiles across various touchpoints throughout the entire client journey.
·  Lead client engagement programs and campaign management, bridging global and local efforts to recruit, engage, and foster loyalty among our clients for today and tomorrow
·  Oversee CRM activations by collaborating with global, regional, and local teams.

Top Client Experience

·  Lead and drive 360-approach to keep Chanel as the most desirable brand for our top clients;
·  Build robust top client ecosystem, across office and retail organization, and orchestrate all departments not only within Fashion Division, but also Haute Couture, and Watches & Fine Jewelry;
·  Engage our top clients through unsurpassed level of experiences and offer a unique progressive journey with the brand under holistic and future driven strategy through ‘One VIC One Journey;
·  Adapt Chinese client’s specific needs and behaviors into Global and Regional client initiatives. Be able to drive the key programs for our valued clients for today and tomorrow.

Client Digital Solutions

·  Closely partner with tech team to develop future-fit infrastructure and ensure the business requirement are reflected in all digital journey/solutions;
·  Identify long-term CRM needs and clienteling requirements, plan local CRM projects and roadmap strategically with a comprehensive vision, prioritization, and alignment with client strategies;
·  Oversee the development and management of clienteling projects and technical solutions in China to further elevate client experience and service throughout the client journey;
·  Lead the localization and implementation of global project for Fashion China.

Retail CEM Implementation & Capability Building

·  Lead & maintain a robust Retail CEM ecosystem that adapts to changing market conditions and new scale;
·  Lead the Regional CEM Management team to enhance and solidify the connection between the office and the front line;
·  Convey and cascade overall Fashion client insights and strategies, support boutiques to further identify and streamline one-boutique-one-story client objectives and actions;
·  Elevate Boutique CEM Expertise capabilities to drive one-boutique-one-story Client Engagement and Experience, foster all FAs’ CEM mindset & skills, support multi-tiers collaboration and insightful interactions.

Leadership and Team Development

·  Develop and nurture team managers with robust capabilities;
·  Build strong talent pipeline for CEM communities in different layers to sustain talent supply;
·  Establish a team culture that emphasizes learning, active listening, and sharing, fostering a strong sense of team spirit;
·  Maintain significant influence among other teams and stakeholders to ensure seamless project management and safeguard client experience;
·  Work in close collaboration with all stakeholders in China and bring strong influence to the Regional & Global counterparts, and adapt new way of working with region and global;

Key Requirements & Competencies

·  Passionate about Luxury & Fashion: A deep understanding and enthusiasm for the luxury fashion industry, staying ahead of trends and brand innovations;
·  Brand advocacy: Represent the brand positively and advocate for its singularity;
·  Strong Leadership: Proven ability to lead and inspire teams, fostering a collaborative and high-performance culture;
·  Strategic Thinking:  Ability to juggle various responsibilities while maintaining a vision for the future direction of the client relationship. Identify long-term goals and plan accordingly;
·  Orchestration & Connecting the dots:  Identify and leverage connections between different aspects of the business to create cohesive strategies. Find synergies across departments to enhance overall performance & make impact;
·  Client-centric Approach:  strong business acumen by a deep understanding of the client journey and experience. You have a history of delivering service excellence and cultivating strong client relationships;
·  Agility & Open-minded: Be innovative and demonstrate flexibility and responsiveness to swiftly adapt to clients' demands and market changes;
·  Influencing Stakeholders: Ability to effectively influence and engage with key stakeholders to align their support and drive strategic initiatives.