_ Client Relationship

Position Summary

• Lead and develop Client and Service Strategies to enrich client journeys and build customer loyalty and the performance will be measured in sales and customer engagement KPIs.
• Key contributor to work on 360 ° plan with other key stakeholders to revamp client's online and offline journeys
• Deliver pioneering client experiences through diverse CRM projects, client activities and client engagement to provide exceptional experiences and impressive moment with the Maison.
• Plan and execute full year in-boutique CRM activities. Lead the project and align the key objectives and KPIs with relevant stakeholders
• Lead Client Data Analysis, Client insight to convert into strategic actions. And Keep constant data monitoring for client tracking to build long-term client development strategies.
• Increase customer base including aggressively recruiting more new clients, strengthening bonding relationships of loyal clients, and drive further potential prospects.

Key Responsibilities
Key responsibility
1
– Client Development & Engagement

• Drive the implementation and execution of MyClient programs to ensure accurate data capture, training.
• Drive all clienteling activities to strategically focus on targeting clients to achieve the Maison annual goal to recruit new clients and increase loyalty rate.
• Collaborate with HQ to deploy and manage all process and tools to implement and track the usage in BTQ level related to all clienteling approach to enhance client engagement
• Define gifting and treatment framework and clienteling occasions.
• Design 1:1 journeys
• Collaborate with region to facilitate LINE platform development to further enhance clienteling tools via LINE and integrate the client's data into Salesforce.
• Identify and foster partnerships to target new audiences.

Key responsibility
2
– Client Experience

• Build and review experiential touchpoints in all events, and in-BTQ activations with client's programs to strengthen and improve client journey
• Curate inspiring moments for customer experience throughout the year-round client programs, gifting planning, special refreshment, in-BTQ treatments and conduct EOY annual gathering for BTQ and WS VIPs.
• Initiate and collaborate with BTQ and commercial team to implement client experiences cross omni-channels strategies and personalization for strengthen retention rate and drive recruit new and young clients

• Initiate, coordinate all international HJ overseas event VIP treatments planning and execution and budget management.

• Ensure boutiques are properly equipped to maintain highest level of hospitality, partnering with branding team to governance the image/quality/ brand identity.

Key responsibility 3 – Client database intelligence and KPIs management

• Build insights and strategies through customer database analysis
• Effectively leverage data insight to explore client segmentations strategy
• Drive client's data binding via LINE OA to enlarge the database followers for future business and event usage
• Conduct consumer studies (internal & external) with regular market intelligence monitoring
• Build strong client data culture and to enhance the data intelligence community
• Collaborate with diverse functions to facilitate holistic client data included behavior internally & externally and annual client strategic planning to conduct client profile analysis and monthly CRM dashboard.
• KPIs tracking

Key responsibility
4
– Client Service

• Define and implement Client Service Strategy in-line with global Richemont and Cartier guidelines
• Work closely with the RICHEMONT CS platform and Regional CRC to ensure excellent level meets HQ services standard
• CS complaint management with HQ, Regional legal team, RTL, L&D, Marcom teams to solve and improve any CS clients' feedback with action plans in-place to strive for service excellency
• Act as the main contact of client service to provide after sale service on products, systems, and issue related inquiries to liaise with regional client service/process requirements to ensure high standard service arranged to satisfy customer's needs
• Collaborate with Regional CRC, Richemont CS platform and boutiques to manage preliminary client complaint with efficiency and to meet customers' expectations

• Supervise repair order tracking project and service flow, and propose solutions to diminish clients' concern and disputes in a timely manner

• Ensure all boutiques Barometer are fully committed to developing and improving service excellence and drive the Cartier Care registration rate to achieve the HQ KPI

Key responsibility
5
– Budget Management

• Plan and manage CRS budget for Edition, Gifts programs, HJ international overseas event and Client treatments to co-work with commercial and Marketing &Communication teams
• Manage total CS P&L together with the finance controller to ensure all the service complimentary, service FOC and other related cost is well controlled.

Required Competencies

• Education:
• Bachelor's degree required
• Professional experience:
• 5 years of management experience in service and/or luxury environment
• Relevant CRM experience in boutique, fashion/ jewelry/watchmaking industry is highly preferred
• Specific competencies:
• Excellent communication and stakeholder management skills
• Result oriented and able to work efficiently in a fast pace and complex environment
• Able to articulate client strategies into concrete initiatives and projects with strong execution ability to deliver results
• Strong business acumen and analytical skills
• Hard Skills:
• High proficiency in PowerPoint and Excel
• Languages:
• Excellent verbal and written English (required)