Customer Experience Manager

Diptyque Paris; City Of London; On-site; GBP 45,000 - 65,000; Full time

Job summary

A luxury retail company in London is seeking an experienced Client Experience Manager to define and execute event plans and client workshops. The role involves collaboration with various teams and requires a minimum of 5 years in luxury retail client experience, excellent communication skills, and strong organizational abilities. This position offers the chance to enhance client interactions and brand presence through creativity and detailed planning.

Qualifications

• Minimum of 5 years of experience in luxury retail client experience.
• Experience planning and managing both small and large-scale events, including the budget.
• Highly developed interpersonal, verbal, and written communication skills, including outstanding presentation skills.

Responsibilities

• Defining the CEX animation and event plans.
• Planning of the Maison London client workshop schedule.
• Local management of the client experience measurement programme.

Skills

Luxury retail client experience

Event planning and management

Interpersonal skills

Communication skills

Organisational skills

Job description

Client Experience Animation Events

• Defining the CEX animation and event plans to support all product launches, KCPs, store openings, pop-ups, outposts, corporate events and all other marketing moments across all channels.
• Sourcing, booking and purchasing of all required suppliers, supplies and tools to execute this plan within the budget defined by the Head Of Marketing.
• Liaising with the Senior CRM Manager to arrange GWPs and invitations to the events.
• Briefing the retail team ahead of the events.
• Collaborating with the Senior CRM Manager and Digital Marketing Manager to brief landlords and wholesale partners on all activity and secure communication support of the events.
• Uploading all relevant activities to the Diptyque website.
• Working with the VM Manager on VM guidelines to ensure the required VM standards are met with the event set-up.
• Maintaining internal calendars and administrative documents.
• Setting event targets, gathering post-event data, feedback and photos, and analysing results and ROI.
• Post-event qualitative and quantitative reporting to local market and HQ.
• Attendance and hosting at some events will be required.
• Any other tasks relating to the planning and execution of CEX events in all channels.

Client Workshops

• Planning of the Maison London client workshop schedule, including both B2C and B2B corporate offerings.
• Local adaptation of HQ workshop guidelines, and local concept creation for UK specific workshops and corporate workshops, in collaboration with the Training Manager.
• Sourcing, booking and purchasing of all required suppliers, supplies and tools to execute the plan within the budget defined by the Head Of Marketing.
• Liaising with the Senior CRM Manager to arrange GWPs/gifts for the workshops, and to ensure all workshops are uploaded into the Booxi booking system.
• Briefing the retail team ahead of the workshops and providing/arranging any training required, in conjunction with the Training Manager.
• Briefing the Digital Marketing Manager to create supporting paid social campaigns to drive workshop ticket purchases.
• Working with the VM Manager on VM guidelines to ensure the required VM standards are met with the workshop set-up.
• Maintaining internal calendars and administrative documents.
• Gathering post-workshop data, feedback and photos, and analysing results and ROI.
• Post-workshop qualitative and quantitative reporting to local market and HQ.
• Ownership of the above tasks for all corporate and wholesale client workshops.
• Attendance and hosting at some workshops will be required.
• Any other tasks relating to the planning and execution of client workshops in all channels.

Other Duties

• Local management of the client experience measurement programme, including planning, analysis and reporting; collaborating with the marketing, commercial and HR teams to create and execute action plans.
• Forecasting of all POSM related to client experience.
• Collaborating with the UK Marketing, Commercial and Corporate teams on all topics and activities that enrich client experience, both B2C and B2B.
• Supporting the Training Manager with the implementation of new client services, and the maintaining of existing services, such as fragrance consultations, fragrance refill, engraving.
• Shared day-to-day management of the Marketing Intern on all CEX-related tasks.
• Attending monthly and fortnightly meetings with HQ.
• Ad hoc reporting and presentations.
• Team support of all UK marketing events, client or other.

Key Profile Requirements

• Minimum of 5 years of experience in luxury retail client experience.
• Experience planning and managing both small and large-scale events, including the budget.
• Highly developed interpersonal, verbal, and written communication skills, including outstanding presentation skills.
• Team player and client centric mindset.
• Proactive, agile and flexible with innovative problem-solving skills.
• Strong organisational skills and precise attention to detail.