Assistant Client Relationship Manager - DFS5211505 in Singapore at DFS

Date Posted: 3/22/2021

Job Snapshot

Job Description

The Assistant Client Relationship Manager is responsible for planning and strategizing with the team on Loyal T engagement and opportunities. To lead a team of Client Relationship Associates, Concierge and Lounge Attendants (when applicable) in establishing and building strong relationships, providing unforgettable personalized service and ultimate shopping experience to our loyal clients while delivering sales and productivity targets.

Key Responsibilities:
Loyalty Program Operations
• Plan and strategize with the team on Loyal T engagement and opportunities in Singapore,
• Analyse large data and profiling segmentation – targeted approach on Power BI and Salesforce,
• Lead all in-store initiatives on membership acquisition on selected platforms, such as social media, apps, POS and paper forms
• Build on contactable member base for repeat visits (Customer Retention), establish strong relationships with VIP to grow sales for VIP portfolio
• Ensure program T&C compliance by adhering to policies, maintaining and enforcing SOPs in stores and communicating to the team on updates and changes
• Ensure efficient data entry and management by collecting data, running on-time entry, following policy for storage and digitization
• Manage the ordering, shipment and delivery of program collaterals to ensure cost effectiveness and maximum utilization of such collaterals Concierge Desk Operations
• Manage and oversee all customer and member enquiries
• Manage member services, such as limousine services, local courier services or hotel deliveries
• Ensure efficient data entry and management by collecting data, running on-time entry, following policy for storage and digitization Personal Shopping Team
• Drive and manage VIP portfolio and sales strategies, including managing prestige member requests, cross- and up-selling
• Partner with merchandising to secure special orders, member nurturing to the next level
• Organise clienteling events and member nurturing to drive value-added services and sales Prestige Lounge Operations (when applicable)
• Manage the day to day activities in the lounge to ensure the lounge is at tip-top condition
• Source and partner with vendors/suppliers in the order of F&B, utensils, equipment and other sundry supplies and ensuring cost effectiveness Team & Service Management
• Effectively communicate overall company objectives to the team on company vision, Loyal T Strategies and sales targets for those objectives.
• Provide training and updates to ensure the Client Services team and shop floor staff are familiar with the program/events/activations that are planned.
• Create and promote a positive work environment in line with DFS values, employee related policies and practices and other local work environment guidelines/regulations.
• Responsible for team performance on a regular basis, staff retention, staff development and job satisfaction levels.
• Manage effectively staff coverage and scheduling needs
• Participate in recruitment and selection of your location team as required. Others
• Participates in ad-hoc projects as directed
• Any other duties assigned from time to time

Key Requirements:

• Bachelor’s Degree in Management, Business or Hospitality or equivalent
• 2-3 years experience in Store Operations or managing VIP program/events in a service environment, with team management exposure and managing high networth members
• Strong Analytical skills and ability to handle a wealth of data ; able to make sound decisions with relevant facts at hand and communicate the perspective clearly
• An effective communicator who operates well in a culturally diverse environment
• Creative and innovative with ideas/new ways to improve retail engagement
• High degree of integrity and confidentiality with a keen sense of business/financial acumen
• Able to work under stringent deadlines and multi-tasking
• Strong interpersonal skills and be able to work well with personnel at various levels
• Ability to work independently and on weekends/outside of regular office hours, if required