Client Engagement & Experience Manager

Position

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

1. Interact and build relationships with clients ensuring their needs are being met while visiting the store.
2. 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.
3. Support the Store Director in strengthening a client-centric culture at store level.
4. Support the retail teams to ensure growth and development of different HE client segments.
5. Ensure the comprehension of the clienteling KPIs, monitor performances on a monthly basis and coordinate action plans implementation to improve them.
6. Coordinate invitation lists for in-store activations.
7. Coordinate planning, logistics, and execution of client treatment in store.
8. Assist in the creation and development of programs for client engagement at store level.
9. Actively partner with stakeholders in HO to plan and execute key projects for the store.
10. Create a tailored outreach mindset, support and follow up individually with each Client Advisor on a daily basis.
11. 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

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

1. Customer orientation
2. Strong business acumen
3. People skills
4. Able to translate technical information into understandable opportunities.
5. Flexibility