Retail Client Engagement Manager

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Key Responsibilities:Client Development

• Overall in-charge of building a client-centric culture in the boutique by regularly advocating, educating and reminding all FAs on the importance of client engagement
• In charge of driving overall client retention, cross-selling and recruitment by working with FAs to engage individual clients
• Understand the client life cycle and how to engage clients at different points of their journey with the brand
• Know who our clients are and their expectations. Be able to identify top clients (Elites & HCS) when they visit the boutiques
• Be the main contact and advisor for all client-related matters including special requests from clients, “Dos and Don’ts” of client engagement, management of client feedback
• Implement the Clienteling projects in boutique together with Marketing
• Mentor and guide each FA on building holistic relationships with clients using relevant tools and touch points such as calls, in-boutique CEM activities, spontaneous gestures, exclusive services etc in order to create the ideal client journey (see point 3 above)
• Conduct monthly reviews with each FA to define clear individual CEM and follow up on the progress of every client in an FA’s portfolio
• Ensure all Elites, HCS and other VICs have a dedicated FA to service them. Implement a smooth “Client Transition Program” between FAs when there are changes to FA-Client attachments
• Support FAs and boutique management in preparing in-boutique CEM activities e.g. high tea sessions, birthday parties, RTW appointments, dream wardrobe etc
  

Implement CEM strategy at boutique level

• Work closely with Marketing to develop and implement CEM tools and actions together
• Work closely with Marketing to define target lists for CEM activities and events
• Be the main contact person in boutique for all CEM-retail projects implementation, e.g. iConnection, iPad registration, fashion application and services priorities
• Weekly meeting with Marketing to bridge Office and Boutique updates
• Regular debriefs to FAs on CEM updates from Marketing e.g. upcoming communication tools and events, global developments on new CEM and service initiatives
• Provide regular boutique feedback to the Marketing team, especially for Marketing plan building
• Luxury Fashion competition awareness : proactively seek out competitors’ information on CEM-related activities, events and services - and regularly report to Boutique Management and Marketing
• Support Boutique Management in sustaining Client Service Values as a mindset
  

Basic CEM Analysis

• Analyze monthly Marketing reports and develop action plans together with FAs
• Provide qualitative feedback on client evolutions observed from monthly reports back to Marketing
• Support Marketing in designing reports aligned with Boutique needs in terms of CEM analysis
  

Build Client knowledge at boutique level

• Ensure client data capture and accuracy
• Consolidate “Elites Profile Book” with updated and relevant information on client profile (lifestyle, key dates…)
  

Support boutique day-to-day Operations

• Assist the Head of Boutique by recommending service KPIs and analyze variance against service targets
• Assist Head of Boutique to devise incentive schemes to maximize Service (+Sales) performance
• Rotate with Head of Boutique and/or other Deputy Head of Boutiques on shift (including weekends and public holidays) to ensure adequate supervision of boutique team on the floor
• Attend to all day-to-day Operations issues promptly and astutely, seeking direction and guidance from the Head of Boutique as needed
  

Work Experience

• Fashion / retail / luxury
• Minimum 3 years’ experience in Boutique
• Relevant CEM-related experience is a plus
  

Functional Competencies:

• Deep interest in relationships with clients, service oriented
• Possess an understanding of Chanel culture and values
• Training and communication skills
• Analytical and organizational capabilities
• Detail-minded, with constant innovation and work dynamic
• Self-motivated and independent but also a good team player
• Proficient in spoken / written English and in local language where applicable
  

At Chanel, we are focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress. We believe the uniqueness of each individual increases 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.