Retail Client Engagement Manager

Job description

Key Responsibilities:

·  Boutique CEM strategy & action plan
·  Contribute to boutique CEM action plan definition with Boutique Management and CEM team to support overall CEM strategy & boutique challenges
·  Ensure excellent execution of Local CEM with the Strategy in mind and with perfection in details at boutique level
·  Provide recommendations, qualitative feedbacks, and key learnings on CEM actions with a good understanding of customer and team engagement
·  Be the key contact person for CEM in boutique and primary communication channel between Marketing & Boutique

·  Boutique Client Data - Intelligence & Analysis
·  Transmit and build FA skills and understanding of CEM. Notably have an in-depth knowledge of the boutique client segmentation (insights on trends…)
·  Drive qualitative understanding of client and ensure updated and relevant information capture by FA (in client profile book and/or other tools)
·  Based on boutique observation and FA feedback, share specific insights and trends by boutique (ex. Identify potential clients, client trends and behavior by boutique)
·  Analyze performance measurement reports at boutique level and provide qualitative feedbacks and key learnings on CEM actions
·  Ensure client data capture rate and quality

·  Clienteling - Support FAs from CEM mindset to portfolio management
·  Help to foster the CEM mindset among all staff (such as client follow-up calls / notes, appointment mindset etc.)
·  Develop a client centric approach as part of boutique & FA daily life execution, for instance highlights on CEM topics during morning briefings or team meetings.
·  Coach FAs to identify clients with potential and identify appropriate follow-up actions
·  Close follow-up the clienteling performance of each FA and help to adapt follow-up action plan to FA client portfolio

·  Boutique Marketing Activities & Tools
·  Establish clear understanding of existing client communication activities and calendar
·  Coordinate and validate targeted client lists for client communication tools, gifts, events, VIP trips etc
·  Support boutique and marketing teams during events in client targeting and to feedback on client experience
·  Give regular feedback on marketing communication tools and activities (brochure, eDM, client gifts, ad campaign, VIP trips etc.)
·  Proactively seek out information on competitors' CEM-related activities / events, and regularly update Boutique Management and Marketing

·  Client Service – Boutique action plan & follow-up
·  Follow-up, measure and ensure delivery of ultimate client experience in boutique
·  Initiate the optimization and launch of new services in boutique
·  Be the key contact for communication & information to share with boutique team about client services
·  Partner with After Sales Service representative in boutique to ensure qualitative execution of after sales services to clients

Person Specifications:

Academic / Professional Qualifications  

·  Secondary School Graduate.  University graduate a plus

Work Experience

·  At least 3 years boutique experience in luxury sector
·  Experience working with client communication tools / events
·  Project and team management experience, with office partnership being a plus

Required Competencies

·  Perfect understanding of Chanel culture and values
·  Deep interest in relationships with clients, customer-service oriented
·  Training and communication skills
·  Analytical and organizational capabilities
·  Comprehensive knowledge of CEM segmentation, database and client reporting
·  Detail-oriented, with a dynamic / creativity mindset
·  Self-motivated and independent, yet also delivers strong teamwork
·  Proficient in spoken / written English, Cantonese & Mandarin
·  Proficient in computer & presentation skills