SAINT LAURENT Sr. Client Experience Manager

Job description

ABOUT SAINT LAURENT Founded in 1961, Yves Saint Laurent was the first couture house to introduce the concept of luxury prêt-à-porter in a 1966 collection called ‘Rive Gauche’, synonymous with youth and freedom. This shift represented a first critical step in the modernization of fashion and revolutionized the socio-cultural landscape. In 1999, the luxury goods division of the Kering Group acquired Yves Saint Laurent and, under the creative direction of Anthony Vaccarello since April 2016, continues to position the house at the summit of the luxury universe. Today, Saint Laurent collections include women’s and men’s ready-to-wear, shoes, handbags, small leather goods, jewelry, scarves, ties and eyewear.

ROLE

This position aims to improve the overall client experience of the store by developing relationships with VICs, recruiting new clients as well as coaching the entire store team on the excellence of luxury services and clienteling actions to improve Elite Client recruitment and business results in the retail stores across China market.

MISSION

CLIENT RELATIONSHIP MANAGEMENT

·  Development and execution of sales plans, targets and budgets within the elite client sales strategy for China
·  Identifying business opportunities and engage with prospects to establish and further develop strong relationships.
·  Cooperate with the CRM team to drive in-store client strategy and ensure data quality and share CRM KPIs with the retail team.
·  Execute all clientele actions at the store level, while guaranteeing the quality of execution and upholding the standards of excellence and refinement of the brand
·  Launch initiatives to recruit local clients, through partnerships, personal networks, clients’ networks, etc.
·  Build existing VICs client relationships to stimulate and retain to achieve Elite Client revenue targets. 
·  Define action plans to develop and cultivate relationships with VICs clients by delivering a personalized and elevated experience.
·  Ensure consistent client in-store experience to improve retention rate and actively develop new clients
·  Work mostly “by appointment” to provide personalized service and build relationships with our top clients to promote loyalty and incremental purchases.
·  Work on individual strategies to reward certain groups of clients through gifting or outreach
·  Provide and arrange personal shopping services: private appointments, home delivery, special orders, etc.
·  Build a network of people who have an impact on local and international luxury business.
·  Engage in social & business networking in the world of luxury & HNWI’s with the objective of augmenting connections, personal client portfolio & developing Elite Client sales.
·  Ensure effective and timely communication to Store Team and Clients for successful implementation. 
·  Define and implement the annual sales action plan identifying strategies, actions, products needs to achieve the Elite Client sales targets.
·  Engage in the highest level of proactive Clienteling / CRM /1-1 activities to deliver customized communication & services to clients that result in strong relationships to drive client loyalty & sales.

MENTORING AND COACHING

·  Play a crucial role in driving the client-oriented mindset of the whole store team and promoting client engagement, converting potential VICs to Elite Clients.
·  Provide a consistent training for new joiner in clienteling, product, service cycle, selling techniques, etc.
·  Train the selling staff through coaching on the shop floor and during one-to-one meeting.
·  Partner with Elite Client Specialist to plan and execute different product strategies as well as cross-selling.
·  Support and review the client portfolio to identify opportunities and define the client action plans utilizing client engagement tools.
·  Share client feedback and sales opportunities with Store-in-Charge and Sales team
·  Leverage all clienteling tools to achieve results: clienteling app, client development plans, local experiences.

OPERATIONAL SUPPORT

·  Work with local retail & CRM teams to share action plan, needs & obtain resources for clienteling, networking to achieve sales targets.
·  Maintain the CRM database with VICs client data ensuring quality in data collection & enriching this with comprehensive relevant information to deliver personalized, exceptional client treatment.
·  Monitor the segmentation of the database and the activity of the top VICs
·  Assist the Store Directors across China review with each clients’ latest activity and client development KPIs, and elaborate new action plans
·  Drive and animate the Elite Client Specialist program with actions to motivate, develop and improve performance of this group.
·  Interpret client trends, share insights and indicators about sales generated by appointments, as well as qualitative feedback about the client development activities
·  Support the Store Directors across China in setting up individual clienteling targets and in-store animate: CRM Morning briefing, one-to-one meetings, LUCE trainings, etc.
·  Be fully aware of the marketing and events calendar and strategies developed to ensure that the sales team is properly informed of all relevant activity
·  Support the retail teams during Store events as needed.

PROFILE

·  Education background: Bachelor’s degree
·  Proven CRM experience in international luxury fashion houses
·  Good personal and professional network across the luxury
·  Strong connections with local communities
·  Constantly alert on relevant public and private events in the city
·  Exceptional Communication Skills
·  Excellent interpersonal skills that allow to establish strong relationships with the current clients and to engage with newly recruited clients
·  Proactive, good team player with strong sense of responsibility
·  Ability to mentor the selling team to ensure consistent service standard is provided to our customer.
·  Strong business acumen with the ability to influence and negotiate.
·  Creative, customer oriented and highly organised with the ability to deal with multiple stakeholders.
·  Ability to multitask and work under pressure
·  Commitment to take part in an innovative client project
·  Fluent in spoken and written English
·  Passion for Clienteling, Curious & Cultured. 
·  Teambuilding and Coaching

Saint Laurent is committed to building a diverse workforce. We believe diversity in all its forms – gender, age, nationality, culture, religious beliefs and sexual orientation – enriches the workplace. It opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to adapt to a changing world. As an Equal Opportunity Employer we welcome and consider applications from all qualified candidates, regardless of their background.

·  Full time
·  Asie
·  Mainland China