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Director, Client Services & Loyalty - DFS9112562 in Hong Kong at DFS

Date Posted: 4/2/2019

Job Snapshot

Job Description

DFS (LVMH group) is the world's leading luxury retailer catering to the traveling public. We are currently seeking a Director, Digital of Client Services & Loyalty to join our team. In this role, you will lead the strategy to develop a best-in-class client services organization and will take our global Loyalty program to new heights. You will be responsible for driving incremental revenue with current customers, accelerating the recruitment of high potential prospects and increasing retention of existing VIP customers. You will be the guardian of the DFS client experience in the prestige lounges and support the operations across our store network. The right candidate has strong experience driving luxury sales and excels at delivering an amazing customer experience.

Key Responsibilities:
Strategy and sales development:
• Define and implement the Client Services strategy for DFS with the objective to accelerate recruitment of high potential prospects and increase retention of existing VIP customers.
• Propose, plan and execute store-focused initiatives which generate new traffic to stores and drive repeat visits.
• Champion client development through relationship building and VIP outreach plans, including new client acquisition and maintaining existing client loyalty.
• Leverage client insights to drive store performance via strategies focused on growing, developing client base including local client retention, migration to priority categories, cross-sell into new categories.
• Establish successful approaches to closing sales opportunities at events in different markets.
• Create strong relationships with Merchandising Team to support product launches, propose local client events in partnership with marketing and PR teams, and support company events by ensuring high client attendance rates and achievement of sales results.
• Drive and maximize sales performance to achieve/exceed monthly, quarterly, and annual sales plans, as well as KPIs and profitability targets.
• Monitor acquisitions working with the Personal Shoppers to ensure we are maintaining leads engaged with product and service.
• Analyze selling reports, identify opportunities and trends, research competitor performance, and develop strategies to meet the needs of the business. Loyalty:
• Lead Loyalty program development, performance and operations.
• Define, launch and evolve loyalty programs that enhance customer engagement and profitability.
• Manage loyalty activation goals and develop local tactics and plans to drive effective enlistment of new, high-value members.
• Increase customer loyalty through elevated and strategic VIP programs (retail & ecom) for all regions.
• Grow customer base exponentially and accelerate development of top VIP customers, by developing and executing strategies for customer loyalty.
• Expand the penetration of the loyalty program in all markets.
• Develop & execute the member engagement strategy to drive member experience, retention & loyalty.
• Drive innovation to enrich DFS' loyalty program.
• Identify key drivers of engagement (recruitment & repeat) and socialize use cases of marketing initiatives that successfully capitalize on these drivers
• Ensure successful adoption of CRM tools across all regions. Client Services:
• Create and implement the overall client service strategy including staff coaching, client relationship management, in store client experience, and after sales service in order to achieve/exceed client barometer results.
• Manage Voice of Client program and use learnings to continuously strengthen client service. Utilize all available data, including loyalty, POS & survey data to assess areas of opportunity to drive meaningful change in the store experience.
• Manage the team’s Global Marketing calendar of activities and events. Evolve a network of client services managers and personal shoppers to develop shopping events and activities that focus on quality leads over quantity.
• Work with cross-functional partners and utilize each customer touchpoint to create a data-rich view of the customer, enabling client services managers to deliver on truly special experiences in-store.
• Continually test the quality of the member experience in stores and improvise solutions as appropriate to deliver on a customer-first vision which is best-in-class.
• Conduct weekly calls with key field personnel on both challenges and best practice in the stores to troubleshoot and improve all existing programs related to customer experience and loyalty.
• Develop structure around client outreach communications (e.g. Implement client follow-up program, etc.)

Key Requirements:

• At least 10 years direct experience in CRM/Loyalty/Client Services. Minimum of 2 years at a Director level. Solid understanding of retail a big plus.
• Experience must include a combination of CRM/Database, Marketing, and Market Analysis, and a blend of proven strategic and tactical capabilities.
• Passionate about Client Satisfaction and able to motivate and face challenging situations.
• Digital minded, curious about new habits and client behaviours.
• Strong experience and familiarity with Salesforce systems a plus.
• High degree of professionalism in communication, attitude and teamwork with customers, peers, and management team.
• Excellent presentation and facilitation skills.
• Strong leadership and coaching skills to build and develop a high-performing team.
• Proven 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.