Client Engagement Coordinator

INTRODUCTION

Born from innovation, Burberry is a global luxury brand with a rich British heritage.

Founded in 1856, our brand is underpinned by our founder’s passion for the outdoors. Thomas Burberry invented the innovative rain-ready fabric gabardine to protect explorers from the elements. In doing so, he created the foundation for the iconic Burberry trench coat, which remains core to the business even today.

Guided by our history of exploration and our shared belief that ‘creativity open spaces’, our purpose is to unlock the power of imagination to push boundaries and open new possibilities for our people, our customers and our communities.

As a values-driven brand, we are committed to creating the next generation of sustainable luxury and believe that diversity, equity and inclusion are essential to fulfilling our purpose. Fostering an inclusive culture where differences are valued and embraced enables us to be more creative, engaged and make a more meaningful contribution to the world around us.

JOB PURPOSE

Supporting the SEA team, this role’s key purpose is to support the Client Engagement in execution of all programs and initiatives in the area of customer retention, new client acquisition, client appointment, prospecting, ROI across Client Engagement events.

RESPONSIBILITIES

CLIENT ENGAGEMENT STRATEGY

• Assist Client Engagement Team in execution, follow up and monitoring global and regional client strategy and plans.
• Participate in the development of communication and training material on CVM initiatives for retail teams.
• Pro-active in proposing, creating and executing actions that drives the key CVM KPI (Elite growth).

CLIENT DATA, OUTREACH & REPORTING

• Work with Client Engagement Team and Retail to elevate quality of data capture, with a view to enhancing retention and client prospecting.
• Based on the commercial calendar to develop client communication and outreach plan.
• Design and compile regular CVM reports, conduct KPI performance analysis and propose recommendations for Client Engagement Team to optimise and enhance actions.

CLIENT RETENTION TOOLS, EXPERIENCES & GIFTING ACTIVITIES

• Assist Client Engagement Manager in rollout and implementation of corporate CVM tools and programs.
• Manage and maintain ongoing experiences and gifting offers to drive brand loyalty and retention.
• Develop and enhance SEA specific tools and programs to improve client communication, experience and retention.
• Working in partnership with Retail Operations & Training teams to ensure all stores receive and are able to use all CVM tools.
• Co-ordinate feedback from stores and follow up on enquiries and issues that may arise from CVM tools usage.

OPERATIONS & ADMINISTRATION

• Maintain orderly records of all initiatives, events and projects.
• Co-ordinate invoice and payment between external vendors and Finance Team.
• Assist Client Engagement Manager to ensure operational regional compliance of CRM activities for the markets.

QUALIFICATIONS

• 2-3 year minimum experience in Client Engagement.
• Strong Analytical Skills.
• CRM tools experience.
• Project Management Experience.