Client Services Manager - DFS223163 in Hong Kong at DFS

Date Posted: 4/11/2018

Job Snapshot

Job Description

Client Services Manager

Key Responsibilities:
Essential Job Duties and Responsibilities

Customer Experience
•Implement strategies to effectively drive customer satisfaction, engagement, return visits and growth of members
•Manage LOYAL T database, recruit new members and drive existing members to higher tiers through various activities
•Maintain a strong clientele relationship through ongoing communication and regular updates on newness, events and promotions
•Entertain strategic collaboration with merchant team to deliver desired assortments for members
•Partner with the Sales & Marketing and Consumer Marketing to develop new sources of clientele, events and programs
•Strengthen relationships with external partners and networks i.e. Hotels, other Luxury establishments.
•Work with PSMs, team leads and sales staff to provide a luxury shopping experience and personalized service to DFS clientele

Team & Service Management
•Lead and motivate the Concierge and Personal Shopper team to provide luxury shopping experience and personal services to DFS clientele
•Provide effective team supervision through open communication, training, coaching and active encouragement of each teammate to meet or exceed sales and targets, while role modeling desired behaviors
•Identify future potential Team Leads and ensure development plans for this talent
•Ensure corrective action is taken to improve unsatisfactory performance, adhering to local Human Resources requirements

•Complete internal reports, presentations and participate in various projects as/when required

Key Requirements:
Knowledge, Skills and Abilities Required
•University graduate with minimum 5-year experience, preferably in service industry
•Related Marketing or Business Tertiary Degree
•Prior experience in retail, customer service, hospitality services or luxury brand/boutique
•Experience in servicing high-level clients including minimum 2 years in a leadership role preferred
•Fluency in Cantonese, English and Mandarin is required
•Proficiency in Microsoft Office applications

Working Conditions/Environment
•Works on the shop floor in a luxury retail environment
•Requires standing throughout working shift and proactive interaction with members and customers
•Able to work flexible hours and shifts, including weekends, nights and holidays as required by the needs of the business
•Able to work overtime, as needed