Client Engagement & Experience Manager

Bulgari; Dubai; Sur place; AED 670 000 - 1 004 000; Plein temps

Résumé du poste

Bulgari in Dubai seeks a Client Engagement & Experience Manager to lead the development and management of clienteling initiatives. You will collaborate with the Store Director and sales teams to deliver a superior client experience and innovative engagement programs.

Key responsibilities include coordinating clienteling actions, tracking KPIs, and partnering with HO to implement strategic projects that elevate retention, cross-selling, and recruitment within the store.

Qualifications

• Experience in managing clienteling or client engagement programs.
• Ability to translate data into actionable client experience improvements.
• Strong understanding of CRM systems and data analysis.

Responsabilités

• Interact with clients to understand their needs during store visits.
• Define and coordinate clienteling action plans to drive retention and cross-sell.
• Support Store Director in cultivating a client-centric culture at store level.
• Assist in planning client engagement programs and in-store activations.
• Monitor clienteling KPIs and coordinate corrective actions monthly.
• Coordinate invitations and logistics for in-store events.
• Collaborate with HO to plan and execute key client projects.

Connaissances

Project management

Analytical skills

Excel

Outils

SAP CRM

Oracle

SQL Server

MS Access

Description du poste

Client Engagement & Experience Manager

Position

Position title: Client Engagement & Experience Manager

Reporting To: Store Director

Assist the Management of Grand Atrium and sales team in the development, implementation, and management of customized clienteling-related activities and objectives. This will include involving all stakeholders to a positive cycle for performance improvement and innovation, creating a strong clienteling mindset and the most desirable client experience.

Job responsibilities

Responsibilities

• Interact and build relationships with clients ensuring their needs are being met while visiting the store
• Contribute to the definition of the clienteling action plan and coordinate its implementation at store level with the objective to grow retention, elevation, cross-selling and recruitment
• Support the Store Director in strengthening a client-centric culture at store level
• Support the retail teams to ensure growth and development of different HE client segments
• Ensure the comprehension of the clienteling KPIs, monitor performances on a monthly basis and coordinate action plans implementation to improve them
• Coordinate invitation lists for in-store activations
• Coordinate planning, logistics, and execution of client treatment in store
• Assist in the creation and development of programs for client engagement at store level
• Actively partner with stakeholders in HO to plan and execute key projects for the store
• Create a tailored outreach mindset, support and follow up individually with each Client Advisor on daily basis
• Develop team mindset of nurturing relationships with clients, in-store and outside the store. Support in creating personalized experiences, along with corporate stakeholders, that help connect the client to the Bulgari brand and lifestyle

Profile

Technical Skills

• Project Management
• Strong analytical skills
• Command of Microsoft Office, in particular Excel.
• Knowledge of CRM systems, SAP CRM, Oracle, SQL Server, MS Access, Database management services.

Soft Skills

• Customer orientation
• Strong business acumen
• People skills
• Able to translate technical information into understandable opportunities
• Flexibility