Client Relationship Manager, Region UK

• Launch and lead the execution of VIC Development initiatives in store

o Implement and develop a clienteling mindset among Team Managers by constantly promoting the clienteling activity

o Make sure that all the global clienteling initiatives and tools are implemented, understood and followed by all Sales Associates closely with KPI objectives for result checking.

o Ensure the successful adoption of the Clienteling app among the store management and the Sales Associates

o Proactively develop and implement in-store programs to stimulate clienteling awareness

o Work closely with Store Management and Sales Associates to select the right client profiles for local and global client activations in-store and off-site

o Achieve the local clienteling KPI targets (data capture, client outreach, personal appointments, retention…)

o Be an ambassador on the floor and lead by example on all clienteling aspects from welcoming clients to entertaining clients during in-store and off-site events

• Recruit New potential VICs within and outside of the store

o Focus on prospect conversion using all available assets

o Provide training, motivation and coaching to sales staff to upgrade their ability to create and develop strong relations with clients

o Proactively network to identify new business opportunities

o Recruit and acquire new clients, delivering a personalized and extraordinary experience

• Retain and develop the existing VIC portfolio

o Constantly monitor and coach Sales Associates on data collection to enrich the data base

o Highlight the importance of customer retention and being a service-centric leader through role play and morning briefings

o Proactively support to identify lasping clients and implement actions to re-engage with them.

o Manage the regional store empowerment budget to treat VICs and enhance the instore experience

• Develop Personal Appointments activities and quality of execution

o Stimulate SAs to prepare, execute and follow up Private Appointments.

o Help the team to deep-dive client profiles, behavior and preferences to personalize the experience

• 5+ Full strategic performance cycles of Retail experience
• Deep knowledge and understanding of Luxury Business, customers, competitors and products
• Previous people management experience

• Commercial awareness
• Ability to be pro-active and self-motivated
• Flexibility with hours to suit the business needs
• Excellent verbal and written communication skills. Ability to communicate down, across and up within the organization.
• Excellent time management skills with the ability to prioritize workloads to meet deadlines
• Basic knowledge of computer software (MS Word, MS Excel, MS PowerPoint, MS Outlook).