Manager, LOYAL T Member Benefits - DFS9112245 in Hong Kong at DFS

Date Posted: 8/23/2018

Job Snapshot

Job Description

This role is to support the development and implementation of the DFS Loyal T program focusing on Member Benefits & global Prestige Lounge, drive initiatives, define and achieve KPI’s in specific / global locations and the wider region when required. In addition, to create, drive & manage the overall process & experience of global & divisional member events from pre-event to post-event, including on-site logistics and post-event follow up to ensure quality and procedures consistency as per Department agreed performance measures.

Key Responsibilities:
• Develop and drive in-lounge member benefits program and bespoke member experiences for global locations. Manage execution with division CS teams to achieve targeted KPIs,
• Supervise and elevate established quality customer service standard for Prestige Lounge globally and conduct onsite training and coaching as necessary. Participate in hiring, training, developing the Client Services team for new prestige lounge location(s) including Division Managers, Personal Shoppers, Concierge, Lounge Attendant etc.,
• Create and implement revamped / new Loyal T program benefits and experiences from conceptualization, planning and logistics through program execution, tracking and reconciliation
• Advise on the events process from pre-event to post-event, including on-site logistics and post-event follow up to ensure quality and procedures consistency, and execute budgetary controls
• Source and manage event production and gifting vendors including favorable contract negotiation
• Help develop & leverage business partnership opportunities for DFS by managing the production of quality events with third parties such as hospitality, gifting and event agency partners, etc.
• Main liaison with clients and vendors once events are contracted
• Evaluate and measure event effectiveness
• Ensure adherence to the company’s branding & marketing compliance issues for events-related collateral
• Coach and provide training for the division client services team, propose, organize team building activities for keeping the team morale and relationship
• Deliver new, creative ideas as an individual and brainstorming team member
• Required to travel occasionally
• Assigned to support or lead adhoc projects as necessary

Key Requirements:
• Secondary School Degree or High School Degree, preferably specializing in hospitality or service related or variety event production industry
• Experience in retail, customer service, hospitality services or international event agencies
• Experience in serving VIP clients & Event clients preferred
• Fluency in English language (Oral and Written) and other language(s) as required by location
• Strong computer proficiency skills, including utilization of information in large databases
• MS office applications user, strong in professional PowerPoint presentation
• Recognized degree / diploma holder in Hospitality, Event Management, or related areas
• A minimum of 3 years of experience in International Event Management, gained within a corporate environment
• Exceptional interpersonal, communication and presentation skills, and strong attention to detail
• Ability to work under tight deadlines and handle workplace demands
• Ability to work efficiently and effectively and motivate and lead the team
• Ability to manage complex projects and seek opportunities to promote the company’s services
• Pro-activeness, resourcefulness, self-motivated, team-oriented and able to multi-task
• Pleasant looking with the highest level of professionalism in both appearance and demeanor
• Passion for fashion and trends
• Innate ability to engage, sell and deliver unparalleled customer service
• Patience, flexibility, tact, integrity, and dependability
• Good social network
• Excellent problem-solving skills
• Able to work under pressure and react positively to people-oriented situations
• Strong interpersonal skills and be able to work well with people at various levels.
• Able to maintain a high degree of confidentiality
• Must be able to have a flexible schedule as required by the needs of the business
• Motivated and passionate to work in a luxury environment
• Detailed orientated
• Highly-driven
• Possess an outgoing personality
• Work in the Corporate Office 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
• Able to travel, as required