CLIENTELING & LOYALTY SENIOR MANAGER, SEAO

Overview
CLIENTELING & LOYALTY SENIOR MANAGER, SEAO
Reporting to the General Manager, SEAO, this position oversees the implementation of client initiatives and events as well as improving the overall clienteling performance of CELINE in SEAO. He/She will focus on driving recruitment, retention and client engagement locally, while spreading the Client culture within the local teams.
The Clienteling & Loyalty Senior Manager SEAO is responsible for the client strategy across the entire region, collaborating closely with the Clienteling Managers in Australia and Thailand, and with direct operational responsibility for the Singapore, Malaysia, and Philippines markets.
He/She directly manages a team of 4 people: the CRM Data Analyst SEAO, the Clienteling & Event Coordinator SEAO, as well as the 2 Clienteling Managers in Australia and Thailand.
Key responsibilities
Clienteling initiatives
Define and lead the local clienteling budget and strategy
Implement global clienteling programs within the region
Client data
Define action plans to improve client data quality
Monitor regional client data quality and identify needs or risks
Clienteling performance
Set regional targets for key Clienteling KPIs in the region, in line with the global strategy (e.g., reachability, retention, repeat visit, recruitment, prospect collection, conversion, client satisfaction surveys)
Drive the Retail network closely to boost customer-service orientation
Oversee CRM training and coaching with the support of the training team and store ambassadors
Clienteling App Management
Define relevant programs for the region and individual stores
Monitor App performance and usage
Organize feedback loops for APP improvements or local adaptations
Events management
Develop regional action plans aligned with Company guidelines
Organize events in collaboration with Retail, VM and Communication departments
Set clear targets for each event and identify client segmentation to be targeted
Track performance and recommend improvements for next programs
Continuously benchmark clienteling activities of our main competitors in the region
Partnerships
Identify potential partnerships for acquisition, retention, client experience
Propose new ideas and set-up local-specific partnership with the support of the central team
Gifting & services
Propose new gifting and service initiatives tailored to local needs
Benchmark gifting activities against regional competitors
Measure and report on the impact of all initiatives
Clienteling community animation
Manage regional clienteling team and oversee Retail network clienteling performances
Build and foster a local clienteling community (ambassadors)
Promote the clienteling culture within retail teams and ensure client focus across all levels
Contribute to the Worldwide clienteling community by shaping the global clienteling strategy and representing the voice of the region
Budget & performance
Define the local clienteling budget (targets and financial)
Monitor budget consumption and assess the return on investment
Qualifications
Keys for success
Degree or higher qualification
12 to 15 years of experience, with a strong background in client development within the luxury sector
Experience in store, client & event management is highly advantageous
Self-starter and possess strong time management and organization skills
Strong problem-solving skills and ability to adapt quickly
Highly rigorous, precise and has an eye for detail
Good analytical skills for the monitoring / tracking of the clienteling initiatives
Excellent communication skills with the ability to engage across levels
Competences
A passion for CELINE and the collections
Proactive, fast & efficient individual with attention to details
Team player with positive work attitude (committed, dedicated & supportive)
Excellent Microsoft Excel / Office and computer literacy
Good analytical & operational ability with proven problem-solving skills
Excellent communicator & conscientious working style
Languages: English
Workplace: Singapore
Profile
CELINE, founded in 1945 by Céline Vipiana, is an iconic French Leather-Goods, Fashion & Couture House belonging to the LVMH Group. To have a chance of joining CELINE, you must thrive as a team player in a fast-paced environment amongst passionate, agile, and authentic people.
Additional Information
Our Commitment
CELINE is an equal opportunity employer. We want to offer an inclusive environment of mutual respect where we welcome diversity and all our employees feel included, developed, and heard.
We are committed to the prevention of all discrimination, providing equal opportunities to all applicants irrespective of gender, gender expression, disability, origin, background, religious beliefs or sexual orientation or any other basis protected by law.
CELINE recruits and recognizes all types of talent and singularities.
Seniority level
Director
Employment type
Full-time
Job function
Marketing and Sales
Industries: Retail Luxury Goods and Jewelry
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