Boutique Client Engagement Expert

Chanel, Inc.; Hong Kong; On-site; HKD 90,000 - 140,000; Full time

Job summary

Chanel, Inc. in Hong Kong seeks a Boutique Client Engagement Expert to drive client understanding and engage top clients, bridging Marketing and boutique staff. You will leverage client insights to build long-term relationships, support team members, and elevate the in-boutique experience.

The role emphasizes client data intelligence, event support, and a client-centric culture across the boutique. 3+ years luxury retail experience and strong communication skills are essential.

Qualifications

• At least 3 years boutique experience in luxury sector.
• Experience with client communication tools / events.
• University graduate a plus.
• Strong analytical and organizational capabilities.
• Deep interest in relationships with clients and customer-service orientation.

Responsibilities

• Drive CEM strategy & action plan at boutique level.
• Be the key contact for CEM in boutique and liaison with Marketing.
• Develop client-centric approach and educate staff on CEM.
• Support FA portfolio management and client follow-up actions.
• Coordinate client lists for communications, gifts, events,VIP trips.

Skills

Client relationships

Customer service

Analytical skills

Organizational skills

Training & communication

Education

Secondary School Graduate

University degree a plus

Tools

CRM software

Job description

(Brand) Vision : The ultimate house of luxury defining style and creating desire now and forever(Boutique) Mission : Engage the consumer of today and tomorrow to the brand by providing unsurpassed surprising, relevant and personalized service to all customers (internal and external) in ensuring high image standards in the boutiques at all times while being committed to the employee’s personal and professional development and growth.(Job) Purpose : The Boutique Client Engagement Expert plays a key role in driving client understanding and managing the client engagement action plan at Boutique level. Supporting the Boutique Management, he/she will be the bridge between Marketing / CEM team and Boutique staff, leveraging client intelligence to identify client potential for new client relationships, and to drive engagement opportunities with top clients to build long term client relationships. The Boutique Client Engagement Expert will substantially drive the Team to Sell a Style and a Dream, not merely a product.Key Responsibilities:Boutique CEM strategy & action planContribute to boutique CEM action plan definition with Boutique Management and CEM team to support overall CEM strategy & boutique challengesEnsure excellent execution of Local CEM with the Strategy in mind and with perfection in details at boutique levelProvide recommendations, qualitative feedbacks, and key learnings on CEM actions with a good understanding of customer and team engagementBe the key contact person for CEM in boutique and primary communication channel between Marketing & BoutiqueBoutique Client Data - Intelligence & AnalysisTransmit and build FA skills and understanding of CEM. Notably have an in-depth knowledge of the boutique client segmentation (insights on trends…)Drive qualitative understanding of client and ensure updated and relevant information capture by FA (in client profile book and/or other tools)Based on boutique observation and FA feedback, share specific insights and trends by boutique (ex.Identify potential clients, client trends and behavior by boutique)Analyze performance measurement reports at boutique level and provide qualitative feedbacks and key learnings on CEM actionsEnsure client data capture rate and qualityClienteling - Support FAs from CEM mindset to portfolio managementHelp to foster the CEM mindset among all staff (such as client follow-up calls / notes, appointment mindset etc.)Develop a client centric approach as part of boutique & FA daily life execution, for instance highlights on CEM topics during morning briefings or team meetings.Coach FAs to identify clients with potential and identify appropriate follow-up actionsClose follow-up the clienteling performance of each FA and help to adapt follow-up action plan to FA client portfolioBoutique Marketing Activities & ToolsEstablish clear understanding of existing client communication activities and calendarCoordinate and validate targeted client lists for client communication tools, gifts, events, VIP trips etcSupport boutique and marketing teams during events in client targeting and to feedback on client experienceGive regular feedback on marketing communication tools and activities (brochure, eDM, client gifts, ad campaign, VIP trips etc.)Proactively seek out information on competitors' CEM-related activities / events, and regularly update Boutique Management and MarketingClient Service – Boutique action plan & follow-upFollow-up, measure and ensure delivery of ultimate client experience in boutiqueInitiate the optimization and launch of new services in boutique - Be the key contact for communication & information to share with boutique team about client servicesPartner with After Sales Service representative in boutique to ensure qualitative execution of after sales services to clientsA note about responsibilities that are not within this role:Delivering client experience on the floorActing as a role model to Selling TeamEntertaining our VIPs - Producing reports, data crunching and quantitative analysisPerson Specifications:Academic / Professional QualificationsSecondary School Graduate. University graduate a plusWork ExperienceAt least 3 years boutique experience in luxury sectorExperience working with client communication tools / eventsProject and team management experience, with office partnership being a plusRequired CompetenciesPerfect understanding of Chanel culture and valuesDeep interest in relationships with clients, customer-service orientedTraining and communication skillsAnalytical and organizational capabilitiesComprehensive knowledge of CEM segmentation, database and client reportingDetail-oriented, with a dynamic / creativity mindsetAt Chanel, we are focused on creating an inclusive culture that nurtures personal growth and contributes to collective progress. We believe the uniqueness of each individual enhances the diversity, complementarity, and effectiveness of our teams. We strongly encourage your application, as we value the perspective, experience, and potential you could bring to Chanel.