Commercial Client Engagement Project Manager

Your Role

As part of the Commercial department, the Commercial Client Engagement Project Manager implements commercial client engagement strategies locally with the objective to grow loyalty and boost conversion. He/She champions the Client Engagement Culture in the markets by providing operational support to the Boutiques. This role executes initiatives to target, build and establish successful relationships with existing and emerging clients through exceptional experiences and in-store activation programs, in strong collaboration with central and regional teams. This role is responsible for the roll-out of the local client-related programs across all channels of distribution. Bringing strategic luxury expertise and a strong understanding of the boutique environment, he/she will deliver best-in-class client experiences.

Key Reponsabilities

DATA QUALITY

• Be the local warrant of the client database quality
• Track Data Quality KPIs to understand performance vs. initial objectives at market, store and Sales Associate level: FTR, Ref SA re-assignment, existing clients’ contactability, etc...
• Onboard and train Boutique teams on data quality programs and targets
  
  

CLIENT ENGAGEMENT

• Be the local ambassador of the Culture of Client Engagement by implementing locally the regional client engagement strategy and collaborate with the regional team to deliver the Retention programs to convert and loyalize our customers. Champion clienteling behaviors and ways of working to drive a client-centric business: relationship building, pro-active outreach with existing clients and prospects, etc.
• Onboard new team members and deliver training programs to Retail teams. Build a close relationship with the boutiques, relentlessly investing time in the field, supporting teams with tools & methods, accompanying and enabling change of mindsets. Coach Boutique Management on key Commercial Client Engagement priorities
• Animate the local Commercial Client Engagement community in local Office and in Boutiques
• Leverage the clienteling tool to achieve business results and feedback any potential improvements to central and regional teams
• Elevate our Hospitality initiatives by supporting the Retail team to offer personalized experiences for each one of our customers and partnering with Retail Operations teams
• Weekly and monthly reportings on clienteling activity in boutiques: outreaches / appointments / contact rates / conversion / retention metrics as 12M repurchase rate, etc.
  
  

LOCAL COMMERCIAL ACTIVATIONS

• Develop the local in-store activation calendar in collaboration with the local Marketing & Communication team, aligned with the Maison guidelines and the local and regional strategies, and leveraging the European segmentation
• Work closely with the regional Client Engagement team to align on activation planning
• Lead client identification and client list management for local events, using Salesforce Service Cloud
• Partner with Events teams locally to implement local events and ensure that the Maison standards are respected
• Define targets for each local action, track performance and make recommendations for improvement
• Track local gifts and books inventory and work end-in-end with the region for order management
• If relevant, manage the in-store events budget process including all accounting, finance and internal requirements related to setting up all new vendors, processing, tracking and recording all invoices and budgets
  
  

MANAGEMENT OF 1 INTERN

Required Experience

• 5+ years of work experience preferably in a market
• Strong understanding of market needs and client oriented
• Expertise in Client Engagement / Clienteling, with a good knowledge of the luxury industry
• Retail experience will be an asset
• Passion for field / stores and willingness to spend approximately 50% of your time in Boutiques
  
  

A confident communicator capable of inspiring collaboration and excitement around the topic in the boutiques

• Curious mind, highly collaborative and client-oriented
• Analytical skills with an ability to translate results into actionable insights
• Fluent in English