Customer Experience Manager (Luxury Fashion)

RESPONSIBILITIES:

Client Engagement:

• Devise and implement tailored strategies for VIP clients and various membership levels to enhance their engagement and loyalty.

• Maintain and nurture existing client relationships while actively reactivating dormant clients.

• Create and execute co-branding events and collaborations to engage clients and promote exclusive experiences.

Customer Service:

• Oversee the after-sale experience, ensuring seamless and memorable interactions for clients.

• Effectively handle and resolve customer complaints and concerns, turning challenges into opportunities for growth.

• Administer client surveys to collect feedback and insights, driving continuous improvement in service quality.

Partnership Development:

• Collaborate with luxury industry partners to identify opportunities for recruiting new clients through joint promotions, events, and collaborations.

• Establish and foster strong relationships with luxury brands to enable co-branded initiatives and exclusive offerings.

Data Management:

• Utilize data-driven insights to segment the customer base for targeted marketing campaigns, enhancing client engagement and sales.

• Conduct thorough data analysis to identify trends, opportunities, and areas for improvement.

• Champion a data-driven approach in decision-making and provide regular reports to the Board of Directors.

Client Experience Management:

• Collaborate closely with brand, retail, and marketing teams to optimize every touchpoint with clients, both online and in-store.

• Lead and implement initiatives that ensure consistency and excellence in the client experience across all channels.

• Develop and execute innovative client-focused programs and events.

Managing Personal Shopper Team:

• Supervise and mentor personal shoppers dedicated to top VIP clients, ensuring they consistently provide exceptional service and exceed client expectations.

• Collaborate with personal shoppers to curate unique shopping experiences, including exclusive previews and private appointments.

Trade Promotions & Events:

• Plan and execute generic trade promotions, such as end-of-season sales, Black Friday, Tet, and more, to drive sales and engage clients.

• Organize and manage trade events, including private sales and exclusive events, creating unique shopping experiences for our clients.

1. Knowledge:

· In-depth knowledge of the luxury retail sector, including understanding of brands, retail, marketing, market trends, and customer preferences.

· Understanding of the nuances of personalized service and ability to anticipate and exceed VIP customer expectations.

· Familiarity with the luxury fashion and lifestyle market to guide personal shoppers effectively.

· Strong understanding of sales strategies and techniques within the luxury retail space.

· Experience in driving revenue through effective sales initiatives and partnerships.

2. Education and Experience:

· Bachelor's degree in business, marketing, or a related field (Master's degree preferred).

· Minimum of 5 years of experience in luxury fashion retail, with a proven track record in client experience management.

3. Skill/ competence:

· Strong understanding of luxury fashion brands, trends, and products.

· Exceptional interpersonal and communication skills.

· Proficient in CRM software and data analytics tools.

· Strategic thinker with the ability to translate data into actionable insights.

· Leadership and team management abilities.

· Detail-oriented and highly organized.

· Passion for delivering an exceptional client experience