Customer Engagement Manager

Reporting to the Market Director, Vietnam, you will become a key player of a dynamic team, within a fast-growing region.
Key Accountabilities
• Plan & develop Client engagement activities and/or local experiences to grow the CRM database in terms of volume and value growth towards the achievement of company targeted Client Engagement yearly goals with excellence.
• Work closely together with Regional Customer Engagement Manager, Marketing team and local Retail Manager in dedicated country to set up and execute high level of different client touch points and activations as accordance to the WW guideline and regional directives.
• Development of high touch luxury customer experience programs that capitalize on customer needs to strengthen relationship and loyalty.
• Effectively roll out the implementation various brand or local experiences, in- store/off-site activities in the country with direct client facing opportunities.
• Proactively identify and prioritize high value customer audiences from internal database.
• Strong network to partner externally and actively explore opportunities focusing on recruitment of new potential customers and initiating activities with interesting execution to pamper and indulge customers. Third party collaborations and recruit externally of other affluent/potential clients into Gucci Community.
• Analyze and translate data, monthly customer insights and client engagement segmentation overview performance into effective action plans implemented to meets the target performance focusing on the following:
o 1) Upgrade/Increase the client spending tier and retention of existing top tier
customers by developing loyalty with them
o 2) Increasing recruitment by identifying high affluent and high potential clients
o 3) Improve link sales to: Increase value per transaction, increase average client spent.
Increase unit per transaction and frequency of visits
• Evaluate to surprise and delight top and high potential client with gifting for long term relationship building and client cultivation.
• Work cohesively with Retail and Store Manager to deliver Client Centric strategies & above actions plan in attaining a high level of Client Retention & Acquisition Rate.
• Stakeholders Management: Collaborate closely with local Merchandising, VM, Finance, Retail & Training team in executing key client initiatives/projects.
• Promptly review and follow up required action from Top Client Tracker report and develop effective action plan require to reach the regional sets of corporate objectives.
• Evaluate to surprise and delight top and high potential client with gifting for long term relationship building and client cultivation.
• Manage client engagement expenses within allocated budget; ensuring budget is spent most efficiently and effectively maximizing ROI performance. Process aligning with the finance and procurement policy.
• Timely submission on finance related reports quarterly and on ad-hoc basis.