Boutique Client Engagement Expert
Chanel · Macau
Vision : The ultimate house of luxury defining style and creating desire now and forever
Mission : Engage the consumer of today and tomorrow to the brand by providing unsurpassed surprising, relevant and personalized service to all customers (internal and external) in ensuring high image standards in the boutiques at all times while being committed to the employee’s personal and professional development and growth.
Purpose : The Boutique Client Engagement Expert plays a key role in driving client understanding and managing the client engagement action plan at Boutique level. Supporting the Boutique Management, he/she will be the bridge between Marketing / CEM team and Boutique staff, leveraging client intelligence to identify client potential for new client relationships, and to drive engagement opportunities with top clients to build long term client relationships. The Retail CEM Manager will substantially drive the Team to Sell a Style and a Dream, not merely a product.
Key Responsibilities:
Boutique CEM strategy & action plan
- Contribute to boutique CEM action plan definition with Boutique Management and CEM team to support overall CEM strategy & boutique challenges
- Ensure excellent execution of Local CEM with the Strategy in mind and with perfection in details at boutique level
- Provide recommendations, qualitative feedbacks, and key learnings on CEM actions with a good understanding of customer and team engagement
- Be the key contact person for CEM in boutique and primary communication channel between Marketing & Boutique
Boutique Client Data - Intelligence & Analysis
- Transmit and build FA skills and understanding of CEM. Notably have an in-depth knowledge of the boutique client segmentation (insights on trends…)
- Drive qualitative understanding of client and ensure updated and relevant information capture by FA (in client profile book and/or other tools)
- Based on boutique observation and FA feedback, share specific insights and trends by boutique (ex. Identify potential clients, client trends and behavior by boutique)
- Analyze performance measurement reports at boutique level and provide qualitative feedbacks and key learnings on CEM actions
- Ensure client data capture rate and quality
Clienteling - Support FAs from CEM mindset to portfolio management
- Help to foster the CEM mindset among all staff (such as client follow-up calls / notes, appointment mindset etc.)
- Develop a client centric approach as part of boutique & FA daily life execution, for instance highlights on CEM topics during morning briefings or team meetings.
- Coach FAs to identify clients with potential and identify appropriate follow-up actions
- Close follow-up the clienteling performance of each FA and help to adapt follow-up action plan to FA client portfolio
Boutique Marketing Activities & Tools
- Establish clear understanding of existing client communication activities and calendar
- Coordinate and validate targeted client lists for client communication tools, gifts, events, VIP trips etc
- Support boutique and marketing teams during events in client targeting and to feedback on client experience
- Give regular feedback on marketing communication tools and activities (brochure, eDM, client gifts, ad campaign, VIP trips etc.)
- Proactively seek out information on competitors' CEM-related activities / events, and regularly update Boutique Management and Marketing
Client Service – Boutique action plan & follow-up
- Follow-up, measure and ensure delivery of ultimate client experience in boutique
- Initiate the optimization and launch of new services in boutique
- Be the key contact for communication & information to share with boutique team about client services
- Partner with After Sales Service representative in boutique to ensure qualitative execution of after sales services to clients
A note about responsibilities that are not within this role:
- Delivering client experience on the floor
- Acting as a role model to Selling Team
- Entertaining our VIPs
- Producing reports, data crunching and quantitative analysis
Person Specifications:
Academic / Professional Qualifications
- Secondary School Graduate. University graduate a plus
Work Experience
- At least 3 years boutique experience in luxury sector
- Experience working with client communication tools / events
- Project and team management experience, with office partnership being a plus
Required Competencies
- Perfect understanding of Chanel culture and values
- Deep interest in relationships with clients, customer-service oriented
- Training and communication skills
- Analytical and organizational capabilities
- Comprehensive knowledge of CEM segmentation, database and client reporting
- Detail-oriented, with a dynamic / creativity mindset
- Self-motivated and independent, yet also delivers strong teamwork
- Proficient in spoken / written English, Cantonese & Mandarin
- Proficient in computer & presentation skills
At Chanel, we are focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress. We believe the uniqueness of each individual increases the diversity, complementarity and effectiveness of our teams. We strongly encourage your application, as we value the perspective, experience and potential you could bring to Chanel.