Customer Experience Team Leader
Hermès · Hong Kong
Responsibilities:
- Propose and implement comprehensive client engagement strategy to improve client recruitment, engagement and retention
- Analyze client buying behavior to identify trends and patterns in the client lifecycle and provide valuable insights to drive business performance
- Maximize engagement opportunities by offering personalized or special occasion gifting to create exclusive and impactful client experiences
- Design & create client engagement tools to support the Sales team in maintaining customer loyalty and enhancing customer relationships
- Monitor and track KPIs related to clienteling, ensuring they align with set targets and provide insights and recommendations for improvement
- Collaborate with Customer Experience and Communications teams to execute successful in-store clienteling events, including guest invitation and RSVP management
- Conduct regular analysis of clienteling performance, identifying areas for improvement, and providing valuable insights and recommendations
- Provide support for product launches, ensuring the achievement of sales goals and maximizing client engagement
- Liaise Learning & Development team and Retail Trainer to deliver regular clienteling training sessions to the Sales team
- Enhance the exclusivity of VIP customer through targeted outreach during product launches and by providing personalized customer appointment experiences
Requirements:
- Tertiary educated with minimum 6 years of relevant experience in luxury retail or a similar capacity
- Strong business sense and practical know-how in managing and driving customer relationships, leveraging insights to enhance business performance
- Possess the ability to lead and inspire teams, driving performance and ensuring exceptional customer service
- A good team player, pleasant, service oriented and self-motivated
- Strong leadership, communication skills and fostering positive interpersonal relationships
- Proficient in computer skills and solid command of MS Office applications
- Good command of written and spoken English and Chinese (Mandarin and Cantonese). Knowledge of French is a plus