Director, Personal Shopper - DFS9112562 in Hong Kong at DFS

Date Posted: 9/2/2019

Job Snapshot

Job Description

POSITION: Director of Personal Shopping/ Private Clienteling REPORTS TO: VP Digital & CRM LOCATION: Hong Kong POSITION SUMMARY DFS (LVMH group) is the world's leading luxury retailer catering to the traveling public. We are currently seeking a Director, Personal Shopping to join our team. Our international clients can demand anything at any time. We want to offer the best in styling appointments and an array of events spanning from high jewelry to beauty concierge services. The ideal candidate needs to be an energetic adaptable leader with an ability to maximise profit per square footage, keeping the team focused and motivated. In this role, you will lead the strategy to develop a best-in-class personal shopping organization and will take private clienteling to new heights. You will be responsible for driving incremental revenue with high-value customers, accelerating the recruitment of high potential VIP customers and increasing retention of existing top-tier members. You will be the guardian of the voice of the customer; through developing relationships with our VIP base and top clientele to better understand their needs and to meet their expectations. 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 personal shopping & private clienteling strategy for DFS with the objective to accelerate recruitment of high potential prospects and increase retention of existing VIP customers.
• Propose, plan and execute clienteling 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 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. Personal Shopping team development:
• Proactively target and build personal relationships with high value customers Globally but especially in the APAC region.
• Optimise every opportunity to grow your customer base and acquire new high value clients.
• Follow through on all new customer leads, introducing the brand and engaging the customer with the service and benefits to turn a prospect into a shopper.
• Demonstrate exemplary standards of customer service at all times and to all customers (internal and external), in line with brand and department standards.
• Responsible for the training of the personal shopping team around service to ensure that all elements of the customer experience are as flawless as possible.
• To constantly be developing, nurturing and reconnecting with DFS's top clientele to ensure that their voice is heard and that they consistently have an exceptional experience with the business and to ensure that DFS is aware of what our customers want.
• Manage Voice of Client program and use learnings to continuously strengthen personal shopping. 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 calendar of activities and events.
• Evolve a network of 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.)
• Lead by example in developing individual relationships with clients, providing the highest levels of client service, capturing meaningful customer data, and successfully resolving escalated client issues/concerns.
• Act as a role model for company’s “floor-ready” expectations in terms of dress code and behave as a brand ambassador to all audiences.
• Model luxury experience behaviours and maintain a regular presence on the sales floor

Key Requirements:

• At least 10 years direct experience in CRM/Personal Shopping/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.