Position
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
Partnership
- 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)
Profile
- 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
