Director of Retail Client Development - H/F

LVMH Group; Paris; Sur place; EUR 150 000 - 210 000; Plein temps

Résumé du poste

Dior is seeking a highly strategic Director of Retail Client Development to elevate client relationships and oversee the clienteling strategy across all client tiers. You will lead a culture of strategic client development within the luxury retail network, driving sales through enhanced client engagement and an exceptional customer journey.

Ideal candidates will have 10+ years in luxury client development, strong CRM acumen, and a proven ability to manage VIP relationships and high-profile

Qualifications

• 10+ years of experience in client development, retail strategy, or a related field within luxury retail.
• Proven experience in managing and developing client relationships.
• Strong understanding of CRM tools and data utilization for clienteling.
• Demonstrated ability to plan and execute high-profile client events.
• Excellent interpersonal, communication, and negotiation skills, with the ability to influence stakeholders at all levels.

Responsabilités

• Define and implement a holistic clienteling strategy for the retail network, adapting it to the specificities of individual boutiques and market nuances.
• Develop and grow existing top-tier clients in partnership with Private Client Relations teams, acting as the primary ambassador for high-value clientele.
• Recruit new clients and cultivate relationships within local social circles.
• Develop high-potential mid-tier clients, strategizing their progression to top-tier status.
• Ensure a differentiated and exceptional client journey and selling ceremony, exceeding Dior's standards and local expectations.
• Increase client loyalty, with a focus on local clientele across all departments, in collaboration with Department Managers and Sales Associates.
• Manage and develop the client development strategy, nurturing relationships with VIP clients within the boutiques.
• Support the team in offering an "extra-mile" service to top clients to retain them.
• Manage and support strategic client events alongside the Events team; create client journeys encompassing events, gifting, and activations with CRM input.
• In partnership with the Director of CRM, ensure the health and accuracy of the Dior client database and maximize ROI from client actions.
• Provide weekly and monthly KPI reports for all managers and departments and monitor profitability of actions.
• Lead, mentor, and develop a high-performing team, fostering client-centricity and collaboration across cross-functional teams.

Connaissances

Client development

Retail strategy

CRM tools

Leadership

Event planning

Negotiation

Outils

CRM systems

Description du poste

Director of Retail Client Development - H/F

Dior is seeking a highly strategic and results-oriented Director of Retail Client Development to elevate client relationships. This pivotal role will be responsible for defining, implementing, and overseeing the comprehensive clienteling strategy across all client tiers, ensuring an exceptional and differentiated client journey that aligns with Dior's esteemed brand image and business objectives.

The Director be instrumental in fostering a culture of strategic client development among the retail teams. This position requires a leader with a deep understanding of luxury retail, client relationship management, and a proven ability to drive sales through enhanced client engagement.

Job responsibilities

Define and implement a holistic clienteling strategy for the retail network, adapting it to the specificities of individual boutiques and market nuances.

Develop and grow existing top-tier clients in partnership with Private Client

Relations teams, acting as the primary ambassador for high-value clientele.

Recruit new clients and cultivate relationships within local social circles.

Develop high-potential mid-tier clients, strategizing their progression to top-tier status.

Client Experience & Loyalty:

Ensure a differentiated and exceptional client journey and selling ceremony, exceeding Dior's standards and local expectations.

Increase client loyalty, with a particular focus on local clientele across all departments, in collaboration with Department Managers and Sales Associates.

Manage and develop the client development strategy, nurturing relationships with VIP clients within the boutiques.

Support the team in offering an "extra-mile" service to top clients to retain them.

Events & Activations:

Manage and support on all strategic, operational, and creative planning of strategic client events alongside the Events team.

Create and coordinate Retail campaigns to drive additional sales with strategic targeting.

Propose and facilitate local events with a clear Return on Investment (ROI) to increase customer loyalty.

Create client journeys that encompass events, gifting, and other client activations, partnering with CRM and Events teams to develop market-appropriate client experiences.

CRM & Data Management:

In partnership with the Director of CRM, ensure the health and accuracy of the Dior client database, maximizing opportunities for return on investment from client actions.

Provide feedback to the Head Office CRM team for continuous data improvement.

Utilize the database to optimize boutique business, preparing action plans for sales teams with objectives and tools.

Monitor results and profitability of all implemented client actions.

Work on improving client segmentation, profiling, and targeting for actions to enhance ROI.

Work on a 360° client revamping plan.

Reporting & Analysis:

Follow up on client indicators within product categories and leverage planned events or animations.

Provide weekly and monthly KPI reports for all managers and departments and monitor results and profitability of all implemented actions.

Team Management:

Lead, mentor, and develop a high-performing team of professional, fostering a culture of excellence, client-centricity, and continuous improvement.

Foster a collaborative environment to ensure seamless client experiences and achieve shared business goals.

Successfully operate within a complex organizational structure, collaborating effectively with cross-functional teams, regional management, and global headquarters to achieve client development objectives and integrate strategies seamlessly.

Profile

10+ years of experience in client development, retail strategy, or a related field within luxury retail.

Proven experience in managing and developing client relationships.

Strong understanding of CRM tools and data utilization for clienteling.

Demonstrated ability to plan and execute high-profile client events.

Excellent interpersonal, communication, and negotiation skills, with the ability to influence stakeholders at all levels.

Strong leadership and coaching abilities, with experience training sales teams.

Results-oriented with a focus on achieving sales targets and enhancing client satisfaction (NPS and CX results).

Entrepreneurial mindset, capable of strategic thinking and hands-on execution.

Passion for the luxury industry and a deep understanding of the Dior brand DNA.

Additional information

"Whatever you do – whether for work or pleasure – do it with passion! Live with passion," wrote Christian Dior. Well before he embarked on his destiny as a couturier, Christian Dior was fascinated with art. The young Normandy native and several friends opened an art gallery when he was just 23. In 1938 he learned the métier of pattern cutter with Robert Piguet and three years later began working as a designer for Lucien Lelong. Right from the founding of his Maison in 1946, he transformed his dreams into irresistible creations, seeking to break with the somber war years by elevating pure joy. His visionary spirit celebrated and enchanted women the world over. In only ten years, Monsieur Dior revolutionized the conventions of elegance and femininity, designing collections infused with dreams.

Crafting Dreams Starts With Yours

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