Senior Manager, High End Experience and Expertise Development, Asia Pacific

Job description

Job Mission:

The High-end segment, encompassing High Jewelry and Haute Horlogerie, is a key category that CHANEL has high ambitions to develop in the mid-term. Our goal is to become one of the 5 key leading high jewelry brands in the market as well as the referent brand for feminine high-end watches. This will translate into doubling the High-End sales in Asia between 2021 and 2025.

In this context, it is essential that we provide our clients and prospects with the most distinctive and ultimate luxury experience, that only CHANEL can offer. This translates into designing and developing the unique Ultimate client journey at CHANEL in Asia Pacific, leveraging all the touch points that the house can offer: in boutique appointments, tailor made and private experiences locally or internationally, participation to high end events and Salon Haute Joaillerie visits.

This distinctive experience will be at the heart of the relationship between our High-End clients and CHANEL, developing emotional connection at every moment of their journey and strengthening their attachment and loyalty to the brand on the long term.

Senior Manager, High End Experience & Expertise Development will play an instrumental role in  supporting Head of High end Business, Asia Pacific to define what should be the journey of an Ultimate client at CHANEL in Asia, leveraging the key touch points with the brand at every step of the journey in a relevant and targeted manner, in the continuity and full coherence with the Watch and Precious Jewelry and Fashion client journeys. He/ She should lead and advise the development of the respective expertise required from high-end sellers to deliver the Chanel high-end ultimate client experience in Asia Pacific.

Key Responsibilities:

Design, develop and support the implementation of the Asia Pacific Ultimate High end client journey at CHANEL:

· 
Define what should be the journey of an Ultimate client at CHANEL in Asia, leveraging the key touch points with the brand at every step of the journey in a relevant and targeted manner, in the continuity and full coherence with the Watch and Precious Jewelry and Fashion client journeys:

·  Identify and define the Ultimate customer journey from prospection, conversion/recruitment, to retention, reactivation, loyalization and upgrade
·  Be the key contact with Fashion VIC team. Integrate the High-End category and experience as part of the Fashion VIC and Elite client journey in Asia Pacific, in full synergy and partnership with Fashion division
·  Ensure a seamless and coherent upgrade from WFJ client to the Ultimate client segment
·  Define a clear client targeting for every experience: previews, local/regional/international events, customer trips and client pampering, gifting, access to internal VIPs
· 
Partner with Senior Private Client Relations Manager to propose and design the   Regional event client activities to enhance the overall experience in client trip and to pave the way for the story-telling of the new launch collection.

· 
Ensure highest level of focus is being put on the overall experience of the Diamond clients so they always receive the maximum level of attention, surpassing and exceeding their expectations:

·  Develop tailor made and personalized gifts and experiences for diamond clients in a way that is always relevant and specific to their own relationship and journey with the brand
·  Ensure their after-sales service journey is seamless, working in close collaboration with the After-sales service team, the markets and HBD to go above and beyond for them in terms of quality, Leadtime, transparency, expert speech and pampering
·  Represent Asia Pacific in the Diamond client task force and voice out the needs of Asia for the treatment of our top Ultimate customers
·  When and as relevant for a very exclusive selection of Diamond clients, connect and nourish relationship with internal VIPs such as Patrice Leguereau Head of Creation studio
·  Leverage the Salon Haute Joaillerie and all high-end locations in APAC as a key touch point between Diamond and Emerald clients and the Brand.
· 
Ensure highest level of service and support locally is offered by the markets welcoming international high-end clients that are local residents but not High-End customers here

· 
Continuously respect and monitor the application of the international high end client’s activation and prospection rules taking into consideration their privileged relationship with their sales advisors on HJ as well as their status / relationship with Fashion

Work closely with Asia Pacific and WFJ Marketing teams on developing gifts, tools and experiences that will enrich the client journey and contribute to long term client retention and engagement with CHANEL:

· 
Create and enrich the client gifting strategy and guidelines for High-End in Asia Pacific, in full coherence and continuity with WFJ and Fashion offer

· 
Develop and support the implementation of personalized and tailor-made experiences for clients according to their CRM segment, expectations, and preferences (private viewings, events, customer trips, gifts…)

· 
Contribute to define the overall Bespoke experience for Asia Pacific’s clients, leveraging the Salon Haute Joaillerie or locally in client’s market of residence / purchase when not able to travel

· 
Develop and work with division on Clients tools to support retail to sell

Partner with Retail Learning & Development (RL&D)/ external consultant for engaging Retail on HE selling

· 
Drive high-end capabilities development initiatives in collaboration with the RL&D team

· 
Oversee the retail preparation of High-End launches (Lead and PREP animation, business modules, selling ceremony guidelines and development of coaching dedicated to Top Performers, etc…)

· 
Support markets in the development of local high-end clients recruitment strategies (clients hunting, event/ trips invitation, selling ceremony, etc...)

· 
Manage the Campus of Excellence/ HH Referent and roll out in APAC leveraging unique knowledge and best practice sharing to inspire and to enhance the skills of our Top Performers. Enrich their daily lives through the creation of various contents (interviews, talks, newsletters, cultural presentations, etc…)

Work experience: 

· 
Solid work experience and strong knowledge of high-end clientele relations and services especially Asia clientele gaining from luxury brand.

· 
Track record of serving or manage a team to serve clients with high value (>2mUS$) spending is a strong plus.

· 
Gems stones, High-end Jewelry & Watches expertise is a strong plus

· 
Coaching and training experience is a strong plus

Required competencies: 

· 
VIC Mindset and capabilities to connect with high-net-worth clients

· 
Strong inspirations with diversified knowledge on arts, travels, movies, sports and cultures.

· 
Able to connect and understand people

· 
Passionate and with charisma

· 
Strong team management skills

· 
Strong story-telling ability about jewelry, art, and lifestyle

· 
Commercial and business driven mindset and capabilities

· 
Positive thinking, transparency & sincere attitude

· 
Team spirit and collaborative

· 
Desire to share knowledge

· 
Basic computer skills

· 
Fluent in Mandarin and English is required, French is a plus

· 
International or multicultural background is a strong plus, in particular French

At Chanel, we are focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress. We believe the uniqueness of each individual increases the diversity, complementarity and effectiveness of our teams. We strongly encourage your application, as we value the perspective, experience and potential you could bring to CHANEL