Customer Experience Manager (Pacific Place) / Customer Experience Team Leader (Elements)

Join; Hong Kong; Sur place; HKD 600 000 - 900 000; Plein temps

Résumé du poste

Join in Hong Kong is seeking a seasoned Client Engagement Lead for luxury retail. The role focuses on building and executing a comprehensive client engagement strategy to recruit, engage, and retain high-value clients, while leveraging insights from buying behavior to drive business performance.

You will design engagement tools, lead clienteling initiatives, and collaborate with CX and Communications teams to deliver exclusive in-store experiences and VIP outreach during launches.

Qualifications

• Tertiary educated with minimum 6 years of relevant experience in luxury retail or a similar capacity.
• Strong business sense and practical know-how in managing and driving customer relationships, leveraging insights to enhance business performance.
• Possess the ability to lead and inspire teams, driving performance and ensuring exceptional customer service.
• A good team player, pleasant, service oriented and self-motivated.
• Strong leadership, communication skills and fostering positive interpersonal relationships.
• Proficient in computer skills and solid command of MS Office applications.
• Good command of written and spoken English and Chinese (Mandarin and Cantonese). Knowledge of French is a plus.

Responsabilités

• Propose and implement comprehensive client engagement strategy to improve client recruitment, engagement and retention
• Analyze client buying behavior to identify trends and patterns in the client lifecycle and provide valuable insights to drive business performance
• Maximize engagement opportunities by offering personalized or special occasion gifting to create exclusive and impactful client experiences
• Design & create client engagement tools to support the Sales team in maintaining customer loyalty and enhancing customer relationships
• Monitor and track KPIs related to clienteling, ensuring they align with set targets and provide insights and recommendations for improvement
• Collaborate with Customer Experience and Communications teams to execute successful in-store clienteling events, including guest invitation and RSVP management
• Conduct regular analysis of clienteling performance, identifying areas for improvement, and providing valuable insights and recommendations
• Provide support for product launches, ensuring the achievement of sales goals and maximizing client engagement
• Liaise Learning & Development team and Retail Trainer to deliver regular clienteling training sessions to the Sales team
• Enhance the exclusivity of VIP customer through targeted outreach during product launches and by providing personalized customer appointment experiences

Description du poste

Responsibilities:

• Propose and implement comprehensive client engagement strategy to improve client recruitment, engagement and retention
• Analyze client buying behavior to identify trends and patterns in the client lifecycle and provide valuable insights to drive business performance
• Maximize engagement opportunities by offering personalized or special occasion gifting to create exclusive and impactful client experiences
• Design & create client engagement tools to support the Sales team in maintaining customer loyalty and enhancing customer relationships
• Monitor and track KPIs related to clienteling, ensuring they align with set targets and provide insights and recommendations for improvement
• Collaborate with Customer Experience and Communications teams to execute successful in-store clienteling events, including guest invitation and RSVP management
• Conduct regular analysis of clienteling performance, identifying areas for improvement, and providing valuable insights and recommendations
• Provide support for product launches, ensuring the achievement of sales goals and maximizing client engagement
• Liaise Learning & Development team and Retail Trainer to deliver regular clienteling training sessions to the Sales team
• Enhance the exclusivity of VIP customer through targeted outreach during product launches and by providing personalized customer appointment experiences

Requirements:

• Tertiary educated with minimum 6 years of relevant experience in luxury retail or a similar capacity
• Strong business sense and practical know-how in managing and driving customer relationships, leveraging insights to enhance business performance
• Possess the ability to lead and inspire teams, driving performance and ensuring exceptional customer service
• A good team player, pleasant, service oriented and self-motivated
• Strong leadership, communication skills and fostering positive interpersonal relationships
• Proficient in computer skills and solid command of MS Office applications
• Good command of written and spoken English and Chinese (Mandarin and Cantonese). Knowledge of French is a plus