Clienteling Manager (Skincare Luxury brand)
About this position
Responsibilities
• Cultivate and Nurture relationships with high value clients to drive service, experiences, sales to enhance brand loyalty.
• Lead a team of Sales Advisors, providing guidance, training, and coaching to ensure the delivery of personalized and tailored individual client preferences.
• Identify same location partners with proximity.
• Offer services to similar partners [landlords, concierge, in mall Department Store Boutique Managers and Head of Clienteling].
• Network within local luxury field.
• Work on partnership strategy and yearly calendar to animate & generate traffic driver with relevant customer audience.
• Implement and monitor the behaviour in store tracker (BA Portal).
• Know your top 30 clients.
• Work and liaise closely with CRM teams to leverage on key analytics to build action plan.
• Follow up on relevant moments to be addressed to VIP customers.
• Initiate events Active customer conversion by leveraging on in-store eventing for Hallmarks/New launches.
• Monitor and coach store team and each BA’s on their clienteling KPI’s.
• Weekly chat coaching per BA.
• Provide strategy and all assets to the store team to always increase the level of service in the store.
• Evaluate performance of each BA and In Store event initiatives taken and keep improving the model to better scale.
Requirements
• At least 5 years of experiences in luxury retails, customer service, or hospitality industries.
• Proven experience in a client-facing role within the luxury field.
• Proven ability to influence stakeholders across all levels.
• Strong leadership skills with the ability to coach and motivate a team.
• Exceptional communication skill delivering exceptional customer service and work with multiple stakeholders.
• Proficiency in CRM systems and ability to analyze data and draw actionable insights.
• Good English communication both written and speaking.