Req ID:  3349

Hong Kong, China

Date:  10-Mar-2023

Internship, Clienteling

DFS (LVMH group) is the world's leading luxury retailer catering to the traveling public. We are currently seeking a Clienteling Specialist to join our Global CRM team. The ideal candidate will be an energetic and passionate learner, eager to bring the DFS VIP journey to the next level. In this role, you will support the Senior Manager, Clienteling in deploying a worldwide clienteling practice to the retail teams, developing a powerful clienteling app, and designing tools and strategies to enhance the top tier client experience at DFS.

Bring the clienteling practice to the retail teams

  • Support the Clienteling Senior Manager in the deployment of the worldwide clienteling roadmap
  • For each division, take part in building a strategy, adapt the content, partner with training to develop agile training tools, participate actively to the planning, training, and progress follow up of each region

Optimise the Clienteling app

  • Work with CRM system teams and agency to develop and enhance the clienteling app
  • Follow the functional roadmap and priorities, participate in the enhancement, development meeting, UAT to express business needs and propose levers of improvement for the UI/UX of the tools
  • Take constant feedback from users and evolving business needs into account to continually improve the app

Improve and develop the VIP experience in store

  • Develop close relationships with the Customer Service Managers to produce a global development plan for DFS top tier clients, e.g. VIP event and strategy planning, strategic positioning, event calendar sharing, budget proposals follow-up, results tracking
  • Participate in the development of a gifting catalogue
  • Collaborate to any project to bring a seamless VIP experience in store, e.g. developing an appointment and event booking system

Revamp the Lounge of the future

  • Support the Clienteling Senior Manager in redefining the concept of the DFS Lounge across its global network

Define and follow the VIP journey for Global Master events

  • Lead and deploy the Client strategy for DFS Masters events, e.g. Masters of Time, Masters of Wine and Spirit event, by creating a Client strategy, defining a clienteling journey, following communication flow and working closely with the division to follow the progress and support to the best ability


  • Bachelors University Degree
  • Ideally already have an experience related to VIP Client journey in luxury environment
  • Digital minded, curious about new habits and client behaviors
  • Strong experience and familiarity with Salesforce systems a plus
  • Excellent verbal and written communication skills in both English (essential) and Mandarin (strong advantage)
  • A confident communicator capable of inspiring collaboration and excitement
  • Excellent communication skills, attitude and teamwork with customers, peers, and management team
  • Ability to manage external suppliers and partners and ensure top value and performance for organization
  • Creative, analytical and thoughtful thinker - open to testing new ideas and work towards validating results
  • Passionate about VIP Client Satisfaction and able to motivate and address challenging situations
  • Good knowledge of Microsoft Office and Salesforce

DFS is an equal opportunity employer. It is the Company’s policy and practice to employ, promote and treat all employees and applicants on the basis of merit, qualifications and competency and to provide all employees with a workplace that is free of discrimination. Employment decisions are based on qualifications such as education, work experience and talent, and are made without regard to race, color, gender, religion, age, national origin, marital status, sexual orientation, disability or any other basis protected by law.