ROLE
This position is based in the Saint Laurent Hong Kong office, directly reporting to Chief Commercial Officer and Asia Pacific President. The role is responsible for driving and implementing Client Engagement activities across the Asia Pacific, supporting a customer-centric culture with a focus on the retail network. Leading the local teams in designing and executing Client Engagement initiatives. In addition, establishing a strong collaboration and partnership between HQs and local departments.
MISSION
CLIENTELING
- Drive the implementation and execution of corporate clienteling programs and practices across the region, to recruit new customers and increase loyalty among existing ones
- Manage and coordinate the deployment of all process, tools, and training to align with the corporate standard
- Provide support and guidance to the retail teams in all Clienteling activities, and ensure appropriate focus on strategic clients (e.g., Locals, VICs) to reach business goals
- Share, encourage, and follow-up on Best Practices within stores across the Asia Pacific, with a specific focus on flagship and clienteling driven stores
VIC ENGAGEMENT
- Contribute to the design/planning and lead the regional execution of VIC Initiatives (e.g. Fashion Shows, dinners) conducted centrally and locally, and evaluate the effectiveness of all strategic and tactical activities
- Work collaboratively with local General Managers and Store Management teams, to ensure objectives are set, measured, and achieved to drive the growth of our top clients’ business in the region
CRM
- Strategically build and analyze CRM datasets to draw insights to develop fitting solutions in driving overall business results
- Implement strategies and targeted actions that increase customer base, drive sales and CRM KPIs
- Ensure accurate data collection and data quality
- Oversee CRM team and systems (upgrading, data cleansing, integration, etc.)
- Monitor and improve Customer Engagement KPIS (new customers, retention, frequency, etc.) to support HQ, and regional teams in driving action plans
- Supervise, train and coach the local teams to provide consistent and elevated service to internal customers with reporting and KPI analysis
- Support and enhance a Company Customer-centric culture at the regional level
PROFILE
- 8 - 10 years’ experience in retail, solid experience in Client Relationship Management
- Degree holder in Marketing, Business or related discipline preferable
- Proven ability to drive positive customer experiences that build loyalty and deliver measurable results
- Dynamic, passion for the fashion industry, and knowledge of the luxury market/competitors
- Commercial awareness and strong business acumen
- Strong analytical and numerical skills
- Strong verbal and written communication skills and excellent organizational skills
- Proficiency with Microsoft Office, particularly Excel and CRM systems
- Fluency in English (Mandarin and/or Cantonese would be an advantage)
