Clienteling Manager - DFS36131328 in Macau at DFS

Date Posted: 11/24/2021

Job Snapshot

Job Description

Reporting to the Head of CRM, the Clienteling Manager is responsible for leading the team of Personal Shoppers in establishing and building strong relationships, providing outstanding personalized service and ultimate shopping experience to our loyal clients while delivering sales and productivity target.

Key Responsibilities:

• Work closely with Head of CRM and define and implement the personal shopping & private Clienteling strategy for DFS with the objective to 1) build top spenders’ repeat sales 2) accelerate recruitment and retention of high spenders
• Manage team of CRM Personal Shoppers and assign clients to each based on their relationship or product of expertise
• Responsible to plan and participate in meeting for all master’s event and work closely with merchants, marketing, and store team to achieve the event sales / show up rate and collect customer feedback for future improvement
• Deep understanding of high spenders and luxury market
• Plan, achieve monthly, yearly sales, incentive, and communication
• Responsible for the Return on Investment of Clienteling action plans
• Implement strategies to effectively drive customer satisfaction, engagement, return visits and growth of members, and tiers upgrades
• Manage and govern Clienteling customer activity, interests, and sales tracking on Sales Force platform through the Lounge Manager.
• VIP outreach plans, including new potential client acquisition and maintaining existing client loyalty. Participate in VIP customer and marketing / partnership events as required
• Evolve proactive contact programs to reach out and engage with high potential segments and re-engage lapsed customers in accordance with Global Strategy.
• Drive and maximize sales performance to achieve/exceed monthly, quarterly, and annual sales plans, as well as KPIs and profitability targets

Key Requirements:

• University graduate with minimum 5 years’ experience, preferably in service industry
• Fluent in English and Chinese
• Good Business and event planning
• Excellent Computer skills and presentation skills