Senior Manager - CRM - DFS3613474 in Macau at DFS

Date Posted: 6/24/2019

Job Snapshot

Job Description

Reporting to the General Manager, the Client Services Manager is responsible for leading the team of Personal Shoppers and Concierge (where applicable) in establishing and building strong relationships, providing outstanding personalized service and ultimate shopping experience to our loyal clients while delivering sales and productivity targets.

Key Responsibilities:
Customer Experience
• Implement strategies to effectively drive customer satisfaction, engagement, return visits and growth of members
• Manage PSC database, recruit new members and drive existing members to higher tiers through various activities
• Maintain a strong clientele relationship through ongoing communication and regular updates on newness, events and promotions
• Entertain strategic collaboration with merchant team to deliver desired assortments for members
• Partner with the Sales & Marketing and Consumer Marketing to develop new sources of clientele, events and programs
• Strengthen relationships with external partners and networks i.e. Hotels, other Luxury establishments.
• Work with PSMs, team leads and sales staff to provide a luxury shopping experience and personalized service to DFS clientele Team & Service Management
• Lead and motivate the Concierge and Personal Shopper team to provide luxury shopping experience and personal services to DFS clientele
• Provide effective team supervision through open communication, training, coaching and active encouragement of each teammate to meet or exceed sales and targets, while role modeling desired behaviors
• Identify future potential Team Leads and ensure development plans for this talent
• Ensure corrective action is taken to improve unsatisfactory performance, adhering to local Human Resources requirements
• Complete internal reports, presentations and participate in various projects as/when required Others
• Actively promote the DFS brand and a strong positive professional image at all times
• Complete internal reports and participate in various projects as/when required
• Supervise team compliance with all company policies and procedures, Customs regulations and relevant trading laws, raising any concerns or issues to the Manager
• Ensure that the workplace is safe, with the premises and behaviors of employees not imposing risks to the health and safety of any person. Where risks are identified, report appropriately for prompt assessment and action in line with location procedures
• Perform other duties as requested in a diligent and conscientious manner

Key Requirements:
University graduate with minimum 5-year experience, preferably in service industry Related Marketing or Business Tertiary Degree - Prior experience in retail, customer service, hospitality services or luxury brand/boutique - Experience in servicing high-level clients including minimum 2 years in a leadership role preferred
• Confident, engaging and self-motivated with ability to multi-task
• Resourceful with excellent problem solving skills
• Charismatic individual with strong business acumen, integrity, energy and team spirit
• Professional, polite and well-groomed
• Able to work under pressure and react positively to people-oriented situations
• Demonstrates strong interpersonal skills and be able to work well with people at various levels
• Detailed oriented, highly- driven and dependable
• Able to maintain a high degree of confidentiality