QEELIN-Elite Client Engagement Manager

Job description

Role Overview The role will design and implement an advanced VIC management program to deepen relationships with high-net-worth clients, drive loyalty, and maximize revenue. This role combines strategic infrastructure development, team leadership, and hands-on client engagement. This role will collaborate closely with the sales team to ensure seamless service for VICs while fostering a culture of client-centric excellence.

Key Responsibilities

1. VIC Program Development & Infrastructure

·  Build the end-to-end VIC management framework, including client segmentation, CRM optimization, and personalized service protocols.
·  Design exclusive client experiences (e.g., private viewings, bespoke design consultations, VIP events).
·  Develop tools and processes to track VIC preferences, purchase history, and engagement metrics.
·  Partner with marketing to curate tailored communications and collateral for VICs.

2. Client Relationship Management

·  Act as the primary liaison for top-tier clients, delivering unparalleled service and anticipating their needs.
·  Proactively engage VICs through personalized outreach, gifting, and invitations to exclusive brand experiences.
·  Resolve escalated client concerns with discretion and urgency.
·  Analyze client data to identify trends and opportunities for deeper engagement.

3. Sales Team Collaboration & Education

·  Train and mentor sales teams on VIC engagement strategies, service standards, and CRM best practices.
·  Lead workshops on luxury clienteling, cultural nuances, and relationship-building techniques.
·  Work with sales to identify potential VICs and create individualized outreach plans.

4. Performance & Reporting

·  Monitor VIC retention, lifetime value, and sales contribution; report insights to senior leadership.
·  Align VIC initiatives with regional sales targets and brand objectives.
·  Stay informed on luxury market trends, competitor strategies, and client expectations.

·  Full time
·  Asie
·  Mainland China