Client Engagement Executive/Manager

Client Engagement Executive/Manager

3-6 years
Not Specified

Job Description

We are looking for passionate and client-service oriented individuals to join our ranks as a Client Engagement Executive/Manager! Your mission is to Elevating client experience to develop long-term loyalty of clients with the brand. You will play a key role in cultivating a client-centric culture within the boutique and across all Fashion Advisors by constantly advocating the importance of client engagement and by helping to strengthen Fashion Advisors skills at Clienteling, equipping them with maximum information about existing and future clients.
You will play key role to Implement and initiate Client Strategy in order to achieve Marketing's objectives and goals for Boutique level. You will also have to bridge with the Marketing team to provide insights and build on client intelligence in order to define the right client engagement actions to attract and retain them.
Key Responsibilities:
Promote a client-centric culture within the Boutique
  • Supports the Boutique Management (Head of Boutique and Deputy Head of Boutique) in driving a client-centric culture within the boutique to champion client engagement so as to develop long lasting relationships with clients and to ensure that the Brand is perceived as the ultimate Service Destination.
  • Gathers and shares the service achievements and success stories in order to celebrate, to inspire and to motivate the boutique teams to surpass the expectations of customers.
  • Supports Boutique Management in sustaining Client Service Values as a mindset.
  • Act as a champion for iCoco (Internal Client's Portfolio Tools) and encourage Fashion Advisor to leverage on the tools for clientele
  • As part of the Boutique team, participates in and supports day-to-day Operations as directed by Boutique Management.
  • Luxury Fashion competition awareness: proactively seek out competitors information on Client Relationship or Experiences related activities, events, services and regularly reports to Boutique Management and Marketing team.

Support Boutique Management to implement client strategy at boutique level
  • Understands Customer Relation Management (CRM) strategy, client segmentation and objectives of marketing activities and tools, and translates them into boutique operational actions.
  • Holds regular meetings with Marketing team to bridge Office and Boutique updates
  • Works closely with Marketing and Boutique teams to select customers based on Client activity / events objectives.

Client Development
  • Understands the clients and their behaviors in the Boutique and be able to address the issues in order to improve client's performance.
  • Manage and act as a center to support team on building long term relationships with clients using a diverse range of tools and touch points like spontaneous gestures, in-boutique Client activities, exclusive services etc.
  • Responsible for budget of Spontaneous gestures and Gifting management with priority base on key clients portfolio
  • Reviews at agreed intervals with Fashion Advisors on the progress of each client in Fashion Advisor's portfolio

Basic Customer Experience Management (CEM) Analysis
  • Monthly tracking on Client strategy performance at the boutique and come up with key learning and solution for improvement
  • Follows-up on Key Performance Indicators to measure the effectiveness of campaign

  • At least 3 years experience in Customer Relation Management (CRM)/ Customer Experience Management (CEM)
  • Experience in Luxury Fashion is a strong advantage
  • Proven track record of effective implementation of a client engagement strategy
  • Excellent communication in both Thai and English, able to adapt communication style to suit with different audiences
  • Deep interest in building client relationships with service-oriented mindset
  • Passion for luxury fashion, strive for excellence with constant drive for innovation and eye for details
  • Well groomed, with a pleasant and dynamic personality
  • Able to withstand retail working hours and work on weekends and public holidays

Job Details

Employment Types:

About Chanel

CHANEL is a private company whose values are grounded in creating the conditions for people to perform at their best and feel fulfilled and confident in their work. We care deeply about our employees and strive to create a safe environment that values people's humanity and uniqueness so that they are free to bring their full selves to work and to their life's calling. Inspired by our founder, Gabrielle Chanel, who constantly pushed boundaries in her personal and professional life, there is no one way forward at CHANEL. We offer a unique work environment where you are encouraged to better understand the brand, the business, and your motivations, so that together we can unlock the possibilities of your growth. At CHANEL, being a purposeful and human-driven employer means being intentional, meaningful, and caring in inspiring our people fostering environments that reflect our strong values encouraging and enabling inclusion and investing in work and workplaces that foster collaboration and well-being. This is critical for the long-term success of our business.

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