Senior Luxury Retail Client Strategy Director

Christian Dior Couture; Paris; Sur place; EUR 110 000 - 140 000; Plein temps

Résumé du poste

Christian Dior Couture seeks a highly strategic Director of Retail Client Development to elevate client relationships and define a comprehensive clienteling strategy across all client tiers. You will lead a culture of strategic client development among retail teams and drive sales through enhanced client engagement.

The role requires deep luxury retail experience, CRM proficiency, and a proven ability to execute high-profile client events while delivering an exceptional Dior client journey

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.
• 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.

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 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.
• 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.
• 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.
• 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.
• 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.

Description du poste

Christian Dior Couture seeks a highly strategic Director of Retail Client Development to elevate client relationships and define a comprehensive clienteling strategy across all client tiers. You will lead a culture of strategic client development among retail teams and drive sales through enhanced client engagement.

The role requires deep luxury retail experience, CRM proficiency, and a proven ability to execute high-profile client events while delivering an exceptional Dior client journey