Senior Manager, Personal Shopping - DFS9112563 in Hong Kong at DFS

Date Posted: 9/2/2019

Job Snapshot

Job Description

DFS (LVMH group) is the world's leading luxury retailer catering to the traveling public. We are currently seeking a Manager, Client Services to join our team. In this role, you will work on the strategy and lead the implementation of a best-in-class client services organization and will take our global Loyalty program to new heights. You will serve as the key liaison between the corporate office and the regions within our global store network. 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 the Client Services strategy for DFS with the objective to accelerate recruitment of high potential prospects and increase retention of existing VIP customers.
• Lead a team of Client Services Managers worldwide to ensure a smooth rollout of the client services strategy and oversee the day-to-day operation of global member activities.
• 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.
• 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.
• 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.
• 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. 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 region member engagement activities and event calendar 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.
• 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.)
• Establish quality customer service standards, monitor and oversee the execution on DFS Loyalty program related guidelines and policy, and conduct training as necessary.
• 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.
• Participate in hiring, training and developing Client Services teams including Client Services Managers, Personal Shoppers, Lounge Attendants and Concierge.
• 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.
• 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 behaviors and maintain a regular presence on the sales floor.

Key Requirements:

• 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.
• Bachelor degree holder required; MBA or Master preferred.
• 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/French would be advantageous
• 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 behaviors.
• Strong experience and familiarity with Salesforce systems a plus.
• Strong proficiency in Microsoft Office tools.
• Self-motivated with excellent attention to detail.
• Strong strategic thinking and analytical skills, with demonstrated ability to use market data to deliver program effectiveness
• Highly innovative and creative with constant drive for improvement and a passion for customer centricity.
• Strong in project management, as well as team player.
• Strong proficiency in MS Office (Word, Excel and Power point)
• 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