Manager, Global Client Services (LOYAL T Operation) - DFS9112246 in Hong Kong at DFS

Date Posted: 5/23/2018

Job Snapshot

Job Description

This position will serve as the key liaison in leading DFS loyalty program worldwide. The successful candidate will oversee the DFS Loyalty program operation worldwide and devise strategies and implementation plans to effectively drive member acquisition, engagement and satisfaction, return visits and growth of DFS VIP clientele

Key Responsibilities:
• Devise strategies and implementation plans in support of DFS Loyalty program and initiatives to effectively drive member acquisition, engagement and satisfaction, return visits and growth of DFS VIP clientele
• Manage and develop member communication via different channels (e.g. DM/EDM/SMS/Social Media/Website/In-store) and ensure seamless member journey via different members’ touch points
• Support and participate in all marketing campaigns and brand partner events in related to DFS loyalty program, and ensure these are measurable by tracking the returns of the programs and recommending refinements for continuous improvement
• Work closely with the Client Services Managers worldwide to ensure a smooth operation of global member activities
• Establish quality customer service standards, monitor and oversee the execution on DFS Loyalty program related guidelines and policy, and conduct training as necessary
• Ensure all strategies are measurable Work with teams to build, understand, adopt and reinforce the importance of having a customer-centric approach, consistently striving to improve the customer experience pre-, during, and post visits
• Participate in hiring, training and developing Client Services teams including Client Services Managers, Personal Shoppers, Lounge Attendants and Concierge
• Review training program for Client Services teams encompassing key functions to master in order to equip them with specific tools to maximize work efficiency – learnings will be applied so as to ultimately benefit the customers
• Conduct DFS loyalty program to new hired staffs and refresher trainings to existing staffs.
• Deliver luxury shopping experience and exceptional experiences to DFS loyalty members
• Perform other duties as requested

Key Requirements:
• Bachelor degree holder required; MBA or Master preferred
• Min 6-8 years relevant experience in consumer marketing or customer relationship marketing, Boutique Retail or Hospitality industry preferred.
• Min 2-4 years’ experience in managing and implementing CRM/Loyalty program or retail operation knowledge
• Experience in managing concierge’s services & personal shopping service in luxury retail and hotel industry is an advantage
• Excellent command of spoken and written English and Chinese, having Mandarin/Japanese would be advantageous
• Strong proficiency in Microsoft Office tools
• Excellent written and oral communications in English and Chinese, other language (Mandarin, Japanese) would be an advantage
• Highly innovative and creative with constant drive for improvement and a passion for customer centricity
• Business knowledge of customer data management, customer marketing & digital marketing
• Strong in project management, as well as team player
• Strong proficiency in MS Office (Word, Excel and Power point)
• Self-motivated with excellent attention to detail
• Energetic and flexible to multi task, able to meet aggressive deadlines under pressure with limited resources
• Exceptional decision-making, communication, presentation, interpersonal and project management skills
• Strong strategic thinking and analytical skills, with demonstrated ability to use market data to deliver program effectiveness
• Proven cross functional leadership skills, including experience interfacing effectively with multiple levels of management, and experience managing complex projects and integrating new initiatives across the organization
• Able to work additional hours as needed
• Business travel required