Luxury Client Experience & Engagement Manager

Bulgari; Dubai; On-site; AED 670,000 - 1,004,000; Full time

Job description

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