Job responsibilities
CREATE & DRIVE A CLIENTELING MINDSET
- Create a client centric mindset at the store level, making it an integral part of the Client Advisor & management roles
- Spend time on the shop floor inserting yourself into the selling ceremony when necessary, and actively coaching the team to embed a client centric mindset and leverage business opportunities
- Provide analysis and feedback on clientele performances, to be able to develop and implement action plans to deliver results including store animations
- Monitor client development in the store through coordinating regular (weekly/monthly/quarterly) reviews and insights within store management team
- Monitor client profiles, behaviors and segmentation growth of the store to identify gaps or missing opportunities
- Support the team in providing relevant clienteling outreach and engagement based on client opportunities (Client List, Outreach Focus, etc.)
- Facilitate and animate trainings/ communications on clienteling topics and focus relevance for the store needs
- Influence and monitor all clienteling activities to meet business goals
- Monitor client competitors’ activities to ensure on-going relevance in client interest and potential partnership to grow clientele base
- Be a store expert on all clienteling digital tools and relevant business monitoring dashboards
Oversee Client Experience In-store
- Manage and supervise in-store client gifting, working closely with local Client Development team
- Support in-store animation or events from client targeting, hospitality, appointment management to reporting
- Facilitate the in-store hosting experience revamp, working closely with Client Development team and monitoring to ensure consistency
- Facilitate art-of-hosting and client conversation confidence in-store to empower Client Advisors
HIGH-END CLIENTELING
- Monitor top high-end client list within the store through client mapping
- Collaborate with Product Category Expert to map out activations in-store to expose potential clients
- Manage top clients’ requests and out-of-store hosting experience
CLIENTELING DIGITAL TOOLS
- Work with the store teams to embed and improve clienteling digital tools utilization across the team to drive top client development and store qualitative information aiming at 100% activation rate achieved by store
- In collaboration with Client Development, Field Coach & Trainer, and store management team to manage clienteling digital tools within the store and ensure the optimal use of the tools as well as the integration of the tools with the local clienteling strategy
- Work with other functions to optimize and improve tool usage and support managers in embedding it among the teams
MAISON APARTMENT & VIC STORE (based on Store Structure)
- Drive an appointment culture to ensure the optimization of the space throughout the year
- Oversee Apartment/ VIC Store animations/events, closely monitor ROI, set realistic and ambitious objectives
- Be fully responsible for the client entertainment budget, be proactive in proposing alternatives and cost saving solutions
- Ensure excellent hosting on the floor
- Be the first point of contact with new business to the Apartment/ VIC Store, taking a consultative approach to their needs, wants and desires – recommending and introducing the specific members of the team as appropriate
- Together with store’s back-of-house, coordinate all policies and procedures for loss prevention, consignment, and stock management
