Client Development and Experience Senior Manager (1-year contract)

The Client Development & Experience Senior Manager is responsible for executing omnichannel client strategies for the Hong Kong market. This role will be accountable for driving sales growth and ongoing loyalty from both new and existing clients, through elevating the overall client experience across the network.

This person must have an excellent understanding of the luxury client journey and luxury purchase behaviors, and a proven track record in working successfully with front line teams to achieve deliverables in a client-centric luxury environment.

The individual will be a key transversal player, working closely with Commercial and MCC teams and advocating a client-centric approach to all initiatives.

KEY RESPONSIBILITIES

1. Client Development & Engagement

• Drive sales growth and ongoing loyalty from both new and existing clients. In partnership with boutique management, support boutique client action planning and one to one outreach programs for identified client segments and manage ROI.
• Identify and foster partnerships for client acquisition.
• Work with landlords / mall teams to tap into loyalty programs.
• Working with CS community, leverage Client Services as a tool to further engage with clients.
• Manage and animate the Client Community within the network by continuously fostering a culture of best practice sharing and “one market” team spirit.

2. Client Experience

• Design the client luxury journey for in boutique and external events.
• Define 1:1 client journeys across all client tiers from access to EIP / VIP experiences.
• Coordinate guest lists and invitations; manage RSVPs for client events.
• Responsible for gifting for the market including selection, ordering, managing inventory and coordinating distribution across the network.
• Curate Experience Menu for BMs to be able to animate independently.
• Ensure that boutiques are properly equipped to maintain highest level of hospitality, partnering with Branding and VM teams.

3. Tools & Transformation

• Support the adoption of MyClient, partnering with boutique leadership to increase client data capture rate and accuracy in order to support clienteling activities.
• Provide qualitative insights to Client Data teams to enable more detailed analysis of client behaviors and trends.

4. Internal Communication and Stakeholder Management

• Ensure effective internal communications across the network, as well as throughout the market
• Work closely with market leadership and boutique management in the creation of new programs for Hong Kong to generate customer loyalty and achieve sales results.
• In partnership with L&D Team, drive clienteling knowledge through the facilitation of training courses.

REQUIRED EXPERIENCE AND COMPETENCIES

• Bachelor’s degree.
• 8+ years of experience in client development and client relation management, experience in the luxury industry is preferred.
• Must possess a client-first mindset and passionate about client satisfaction
• Firm understanding of retail trends and competition monitoring.
• Ability to translate client insights into actional strategies across the network
• Strong stakeholder management skills to work across the organization.
• Excellent problem solver.
• Ability to organize, set priorities and manage multiple projects on tight deadlines.
• Strong organizational and project management skills
• Candidate with less experience will be considered as Client Development & Experience Manager