Clienteling & Loyalty Manager, SEA

  • Company: Fashion Group Asia Pacific
  • Country / Region : Singapore
  • Business group: Fashion & Leather Goods
  • Contract type: Permanent Job
  • Function: General Management
  • Experience required: Minimum 10 years
  • Reference No.: CELI01982
  • Date of publication: 2021.04.18


Job Responsbilities

Clienteling Performance

  • Set target for all key Clienteling KPIs in the region, in coordination with clienteling central teams (reachability, retention, repeat visit, recruitment, prospect collection, conversion, cross-sell, client satisfaction surveys, etc.)
  • Monitor local performance and challenge retail teams
  • Set-up actions plans, in coordination with the central and local teams to improve the local performance (in partnership with the training, the operations, the local general management)

Client Data Management

  • Monitor data quality for regional clients and identify needs / risks
  • With central teams, define action plan to improve client data quality

Clienteling Initiatives

  • Implement global clienteling programs locally, in coordination with central teams
  • Identify specific local needs and define specific programs with central teams to improve local performance

Clienteling Community and Culture

  • Build a local clienteling community (coordinators, experts, etc.)
  • Spread the clienteling culture within retail teams and put the client top of mind for everyone
  • Be part of the Worldwide clienteling community and be contributor of the definition of the global clienteling strategy, being the voice of the region

In Store Animations

  • Develop a relevant action plan for the region, aligned with the House general guidelines
  • Define targets for each action as well as the client segments to be reached
  • Track performance and make recommendations for next programs in collaboration with central teams
  • Ensure a continuous benchmark of the clienteling activity of our main competitors in the region


  • Develop a relevant action plan for the region, aligned with the House general guidelines

Gifting and Services

  • Consolidate local needs in line with central guidelines
  • Ensure a continuous benchmark of the gifting activity of our main competitors in the region
  • Propose ideas of new developments to match local needs
  • Measure and share the impact of all initiatives

Managing Clienteling App

  • By pushing the relevant programs for the Region / each stores
  • By controlling the performance and usage of the App
  • By organizing the feedback loops for APP improvements or further local adaptations

Clienteling Tool / System

  • Map needs of tools and support central teams in the development of new tools to fit local needs
  • Be part of the definition and the implementation of CELINE new Clienteling tools (mapping local specifics)
  • Support local implementation and monitor utilization (and potentially train teams if needed)

Omnichannel Strategy

  • Be part of the omnichannel strategy roll-out
  • Support global roll-out of Celine Customer Service Center
  • Be the Subject Matter Expert for the Customer Service Center (first level of escalation)

Budget and Performance

  • Define local clienteling budget (targets and financial / human resources)
  • Monitor budget consumption as well as the return on investment (with the support of the central Clienteling team)


  • Strong University Degree
  • 5 to 10 years of experience, with a strong background in client development
  • Excellent understanding of the Luxury Sector
  • Experience in store being a must
  • Highly rigorous with an eye for detail
  • Strong organization skills
  • Marketing / Creative profile with very good communication skills
  • Ideally a previous experience in Events Management
  • Good analytical skills for the monitoring / tracking of the Clienteling initiatives
  • Fluent in English (written & spoken)

Additional information

Reporting to the Regional General Manager, and functionally to the Global Clienteling & Loyalty Director, the Regional Clienteling & Loyalty Manager be will in charge of the local implementation of all global initiatives as well as improving the general clienteling performance of CELINE. The regional Clienteling & Loyalty Manager will focus on improving recruitment, retention and customer engagement locally, as well as spreading the Client culture within the local teams


Fashion & Leather Goods

Houses with a unique heritage and young emerging brands make up this exceptional division. Each of their creations becomes an object of desire, imbued with timelessness.

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