Senior Client Engagement Executive

Job description

Job Mission :  

The Client Engagement (CE) Senior Executive plays a key role as part of the Client Engagement Pillar within the Client Experience team, serving as a bridge among other pillars such as Top Client Experience and the in-boutique Client Engagement Management Expert (CEME) community, Retail Learning and Development Partner (RLDP), Client Insight and Style Expertise.

Job Purpose :

The CE Senior Executive is based in OIE to execute the client engagement strategy and serve as the responsible partner for change management in CEM actions working closely with the boutique CEME, he/she will foster a client-centric mindset and promote a culture of clienteling in daily operations. The CEM Senior Executive will leverage insights to understand client trends, identify potential client development opportunities, and cultivate long-term client relationships, particularly for Coco middle four clients.

Key Roles & Responsibilities

Animate CES / CEME population with CE Manager:

·  Work closely with the Client Engagement (CE) Manager to develop and implement strategies that enhance the overall Client Engagement initiatives.
·  Collaborate with cross-functional teams to ensure alignment and integration of client engagement initiatives across different departments.
·  Continuously monitor and evaluate the effectiveness of CEM activities, making recommendations for improvement as needed.

Execute Client Strategy:

·  Implement the client strategy, which focuses on engaging and nurturing them to facilitate the client pipeline building.
·  Collaborate with cross divisions to deliver the growth and success of the client strategy.
·  Monitor and track key performance indicators (KPIs) to assess the success and impact of the client strategy.

Maximize the utilization of clienteling tool e.g. dashboard, and drive improvement opportunity:

·  Collaborate with IT or project owners to address any technical issues or customization needs related to these tools.
·  Analyze data and metrics from the clienteling tools to identify areas for improvement and develop action plans accordingly.
·  Train and educate the team on the proper utilization and benefits of these tools.
·  Collaborate with CRM campaign manager and manage 1-1 digital card communications.

Client data:

·  Analyze & interpret client data.
·  Analyze and track performance by client segmentation and identify opportunities.

Change management:

·  Act as a liaison between CEME and boutique teams to ensure alignment and understanding of engagement strategies.
·  Provide training and support to boutique teams on the implementation of new engagement initiatives.
·  Collect feedback and insights from boutiques to identify challenges or opportunities for process improvement.

Guardian of CE budget

·  Collaborate with finance and operations team to develop and manage the client experience budget.
·  Monitor expenditures and ensure that spending aligns with the strategic priorities and goals with the CE manager.
·  PO management.

Work Experience

·  Minimum of 3-5 years of experience in client engagement management, sales, marketing, or a related field.
·  Previous experience in developing and implementing client engagement strategies is desirable.
·  Experience in segment-specific marketing strategies and tactics is beneficial.
·  Previous experience in utilizing clienteling tools is advantageous.
·  Project management skills and the ability to collaborate effectively with cross-functional teams are important.

Required Competencies

·  Analytical skills and the ability to derive insights from data are important for identifying improvement opportunities.
·  Collaborative, confident, curious, and resourceful.
·  Detailed and action oriented, and results driven.
·  Skillful in analyzing & reading reports to draw insights & prioritization.
·  Strong communication and interpersonal skills are important for effective liaison with boutique teams.

Academic / Professional Qualifications 

·  Bachelor degree or tertiary diploma is a plus but not essential.

Key Interactions:

Internal

·  Local Boutique teams (HOB / DHOB, RLDP, FA, SE, VIC Expert)
·  HK MO Fashion Client Experience, Marketing, CRM, Client Insight, Project owners
·  WFJ & FBP Division

External

·  Vendors