Client Relations Manager

5 days ago

Singapore Richemont Full time

Founded in 1860 in Florence as a workshop, shop and subsequently school of watch-making, Panerai is renowned for producing high-precision instruments for the Italian Navy with a pulse on innovation and function. Protected by military secrets, these creations were only launched in the International market when the brand was acquired by Richemont Group in 1997.
Today, the Maison advances through cutting-edge research, sustainability, and empowering modern heroes with a team that passionately brings value to Panerai's distinctive mix of Italian spirit and Swiss watchmaking excellence.
As Panerai continues its growth ambitions in Singapore, we seek a dynamic Private Client Relations Manager to contribute to the recruitment and development of clients across our retail network.
TITLE: Client Relations Manager
REPORTING LINE: Retail Performance and Training Manager, SEAO
THE MISSION
Reporting to the Retail Performance and Training Manager SEAO, the primary mission of the Private Client Relations Manager is to drive high-end timepiece sales, provide support, and coach the team in client relations while fostering and sustaining robust client connections in SG boutiques. The manager will play a crucial role in executing a unified action plan in collaboration with local boutique teams, focusing on client recruitment, development, and retention. This individual will actively devise outreach plans for HNWI, engage local watch communities and corporate organizations, organize in-house activations, and drive boutique clientele growth in Singapore and SEA at a later stage.
KEY RESPONSIBILITIES
Drive sales - Recruit new clients, Retain and Upgrade existing clients
Champion client acquisition by recruiting new clients and prospects.
Ensure VIC clients retention and identify opportunities to upgrade other client segments.
Create and execute a plan to re-activate sleeping/inactive clients in the database.
Develop own portfolio of VIC and maintain strong client relationships with existing VICs.
Identify channels (ex: clubs, associations, intermediaries, etc) and participate in social events/corporate to connect with circles of HNWI individuals.
Work with “hunters” elite squad to proactively recruit new clients and develop corporate sales.
Execute a clear client strategy and drive boutique activations.
Share post client activity reports and events analyses with stakeholders to ensure follow-up.
Support training and coaching of retail teams, enhancing their clientele and communication skills in line with the brand standards.
Assist the Boutique Managers in reviewing each client's purchase history and propose action plan to grow VIC client base and facilitate return clients.
Manage complaints from own VIC’s database (if any), propose solutions and ensure smooth resolution.
Act as a stellar ambassador, embodying Panerai's values.
CRM support and Insights
In collaboration with CRM/BMs: drive a clear Client development action plan per store.
Collaborate with CRM to ensure KPIs are on track and propose further steps if KPIs fall short.
Work closely with the CRM team in extracting calling lists to generate appointments.
Gain in-depth client knowledge per store to enhance client profile quality.
Interpret client purchase trends and propose relevant actions to upgrade client.
Keep abreast on marketing and events calendar developed to ensure that the boutique team is adequately informed and prepared of all relevant activities.
PROFILE
Min 5 years of relevant experience in the Luxury industry within Sales, hospitality or other client-facing functions.
Experience with managing HNWI and able to nurture long-term relationships and develop strong network.
Strong entrepreneurial spirit and social skills, open and outgoing personality.
Possess high emotional awareness and mental agility.
Creative, curious and flexible.
Team player with a collaborative approach to deliver results.
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