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Reference Code:  69423

[Jaeger-LeCoultre] Retail Experience Supervisor

Seoul, 11, KR

Permanent
  
  

Jaeger-LeCoultre since its creation, Jaeger-LeCoultre has made precision an art form in its own right, balancing skills and artistry with sophistication and aesthetic finesse. In keeping with the inventive spirit initiated in 1833 by its founder Antoine LeCoultre, the artisans of the Manufacture create collections which have been at the forefront of fine watchmaking: Reverso, Master, Jaeger-LeCoultre Polaris, Rendez-Vous and Atmos – this rich legacy built by the Grande Maison over centuries serves as a constant source of inspiration in ever so pushing the boundaries through unprecedented timepieces.

Job Purpose: 

 

Retail Experience Supervisor  is responsible for overseeing all client engagement activities to support the client strategy and to elevate the experience for clients in Korea. The objective of the role is to guide and support the BTQ’s to leverage tools to build loyalty and long term relationships with clients.

 

Also, He/ She is fully in charge of implementing locally the Client Relations Strategy of the Maison. His / Her main objective is to increase client acquisition including high watchmaking client portfolio development, satisfaction & loyalty through high-level of client events and treatments / loyalty program / campaigns / various services ( digital / in store)  across all our business network which should be in line with the Maison global strategy. customer  in centricity.  

 

Build up strong platform between offline retail and online to lead client performance excellence with insightful analysis.

 

KEY RESPONSIBILITIES 1  - Client Data Analysis  and Client engagement Management

 

  • Responsible for managing all client data collected across all channel (Internal, External, Ecommerce and Website)
  • Implementation of global CLIENT strategy and ensure strategic consistency in all D2C communication tools (MMS, DM, Letters etc) in cooperation with Marketing department
  • Monitoring Client PIs (Conversion, Data Capture, Data integrity etc) to ensure targets are met
  • Development and preparation of Client dashboard, reports or relevant charts to provide analytic insight to team and boutique  
  • Key User of relevant CLIENT tools (Salesforece, The View)
  • Provide relevant training to ensure the proper usage of CLIENT tools especially in boutique
  • Ensure compliance in management of client data in collaborate with relevant business parties (HQ, Internal Audit, Legal department etc)
  • Solution manager of CLIENT tool environment in any case of technical issues ahead
  • Client tool management
  • Responsible for managing client tools (gift, catalogues etc) and right implementation of tool in client’s purchase journey
  • Monitoring each boutique client performance and support to boutique’s to achieve the target
  • Plan a yearly local gifting strategy and develop a gift for each occasion in close communication with boutiques and HQ/ Region
  • Managing relevant budget for client tools and tracking ROI of each action taken in cooperation with boutique
  • Ensure operational excellence in managing relevant tools
  • Research of customized tools and experience for development of client gifting and treatment
  • Monitor & drive) client Performance and oversee the development of Client experience program  in wholes network
  • Frontline of client engagement  with business partners ( department store, retail partners )
  • Support and guide boutiques to maximize the impact of each events, in-BTQ animations &for client experience .
  • Develop partnership with travel, hotel, concierge services, luxury lifestyle partners to offer special client treatment and services for TOP clients , to drive acquisition and cultivation of VIP clients
  • Implementation of CRM campaigns, new CRM initiatives to enhance the level of client service and satisfaction 
  •  Analyze Barometer -client experience measure (quantitative & qualitative) and prepare action plan for each boutique to ensure the high client satisfaction level
  • Manage client engagement activity calendar and budget

 

KEY RESPONSIBILITIES 2  - New CRM project , SAP Project

  • Lead smooth business transition of CLIENT software from legacy program (NSI) to Salesforce and SAP
  • Key participant of GEMINI project (Business transition project to SAP)
  • Vanguard of any new CRM  framework and stagey and ensure adoption of tools

 

Work Experience

  • At least  5 -7 years of relevant digital retail experience, preferably from  retail background
  • Minimum 5 years of experience in a similar role (experiences in luxury retail preferred).
  • Experience in CRM, client developing, client engagement, client relation CRM marketing

 

Required Competencies

  • Database knowledge
  • Positive and open-minded
  • Strong caliber in analysis and accurate skills
  • Ability to perform complicated analysis like forecasting, regression, and cannibalization.
  • Patient and detail-minded, with constant innovation and work dynamic
  • Strong communication, interpersonal, and presentation skills as it will be the most required skills.
  • Strong knowledge of PowerPoint, Word, and Excel.
  • Strong team oriented.
  • Solid understanding of luxury/jewel business and VIP customers behavior
  • Excellent communication skills in Korean and English.
  • Must possess the ability to work in a dynamic, service oriented, matrix corporate environment
  • Must engender a positive and proactive “can do” attitude in others (be a lateral leader)