Client Experience Manager

2 weeks ago

Singapore VALENTINO SINGAPORE PTE. LTD. Full time

**Responsibilities**:

- Partner with Store Management, CRM Manager and VP of Retail to create action plans for outreach on each client segmentation tier in order to elevate both customer experience and spend
- Identify local opportunities for client engagement to connect target prospects and existing shoppers strongly with the brand
- Partake in planning meetings to review details, logistics and target demographic for each proposed activity
- Host client(s) in line with brand standards while maintaining the objective of reinforcing Store level relationships and confirming sales
- Understands and complies with Visual Merchandising criteria, assuring guidelines are followed appropriately for client activities, installations, events and appointments
- Maximize sales and profitability (ROI) for all Clienteling activities, accountable for KPI achievement
- Understands and communicates client spend targets and supports actions to achieve said targets
- Tracks results and confirms orders from each activity with partnering teams (Store Team, CRM, Events Planning, VP of Retail and HQ as necessary)
- Monitors progress of client relationships closely with store management, CRM manager and VP of Retail
- Attends relevant (non-brand sponsored) events in dedicated Region to reinforce brand awareness and support driving business
- Support and mentor Store Managers with ‘Client Experience’ and ‘Hosting’ strategies
- Remains up-to-date regarding fashion industry and local competitor activities, reporting any local events and competitor engagement
- Ensures the proper management of CRM database (client capture, appropriate outreach, reservations, deposits, holds, etc.) are in line with company guidelines.
- Provide feedback, key observations, missed opportunities and client requests after each event/action or appointment
- Accompany Regional VIC’s to Paris Fashion Shows, New York Collection Press Days, Local Collection Presentations and Off-Site events to strengthen brand relationships
- Book all client related logistics to host clients during Fashion Week or other Institutional events including flights, hotels, car service, reservations, hair and makeup, etc. acting as the point of contact during the events
- Partner with events team to ensure all client related events are seamlessly executed
- Partner with HQ to arrange client agenda’s, show seating, invitations, welcome packages, etc.
- Liaison with Merchandising team and Store teams to collect all client orders
- Create the final recap to relay results to HQ and NY offices

Requirement
- Bachelor’s Degree in Marketing, Economics or a related field
- 5+ Years of direct experience
- Strong PC skills
- Knowledge of BW, BO, SAP, SPSS
- Ability to travel up to 25%

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