In Store Clienteling Manager

작업 내용

Role Mission:

1. Lead in-store clienteling initiatives to support stores in recruiting and upgrading clients

2. Understand CRM data to develop clienteling actions

3. Manage in-store clienteling communication, operation, and reporting

4. Coordinate with Office team to plan and execute in-store retail events

5. Manage gifting and other clienteling activities within store budget

6. Solid-line Report to Consumer Management Manager, dotted-line report to Retail Manager. Responsibility covers multiple stores including TPE 101, TPE SKM, Breeze, Sogo BR4

Key Accountabilities

Clienteling Operation & Analytics

• Manage daily in-store clienteling communication and operation in line with the company’s strategy and meeting specific KPIs
• Pilot digitalized clienteling project
• Able to read CRM data, digest, and translate into specific actions
• Generate client list, report, and tracking at store level
• Understand available reporting tools and know what to request
• Guides and coaches store staff on how-to effectively and efficiently engage with clients; how to sustain, develop and upgrade clients

Event Management

• You need to have genuine interest in understanding Gucci’s clients through customer interaction, store feedback, and data analytics, in order to create events suitable for different client segments. You are motivated to provide experiences that will surpass client’s expectations.
• Work with Office Team on in-store event development and execution.
• Work with external event planner, PR agency, and production vendors, at store level, on suggestions of production, decoration, F&B, staffing, and logistics, in order to maximize client experience and sales effects
• Collaborate with landlord to recruit potential clients
• Event on-site execution management and problem-solving to ensure uncompromising quality that adhere to corporate standards and client expectation
• Work together with retail team on event target setting, RSVP management, result tracking, and post-event review

Support store managers and client advisors in building long-lasting client relationship

• l Facilitate client advisor to ensure that stores can consistently deliver premium luxurious experience to top clients
• Able to spot and capture clienteling opportunity on the floor. Day-to-day floor management in recruiting and upgrading high potential customers.
• Partner with client advisor to elevate top client relationship by making the best utilization of in-store CM budget:

a. Gifting management

b. Creating personalized moment

c. Preparing private appointment

d. Capture ad-hoc opportunity

• Identify potential clients for Brand Experiences (VIP Trips)

Other

• Perform other duties as assigned to meet business needs
• Emerging projects