customer experience Manager (luxury fashion)

Mô tả Công việc
RESPONSIBILITIES:
Client Engagement:
• Devise and implement tailored strategies for VIP clients and various membership levels to enhance their engagement and loyalty.
• Maintain and nurture existing client relationships while actively reactivating dormant clients.
• Create and execute co-branding events and collaborations to engage clients and promote exclusive experiences.
Customer Service:
• Oversee the after-sale experience, ensuring seamless and memorable interactions for clients.
• Effectively handle and resolve customer complaints and concerns, turning challenges into opportunities for growth.
• Administer client surveys to collect feedback and insights, driving continuous improvement in service quality.
Partnership Development:
• Collaborate with luxury industry partners to identify opportunities for recruiting new clients through joint promotions, events, and collaborations.
• Establish and foster strong relationships with luxury brands to enable co-branded initiatives and exclusive offerings.
Data Management:
• Utilize data-driven insights to segment the customer base for targeted marketing campaigns, enhancing client engagement and sales.
• Conduct thorough data analysis to identify trends, opportunities, and areas for improvement.
• Champion a data-driven approach in decision-making and provide regular reports to the Board of Directors.
Client Experience Management:
• Collaborate closely with brand, retail, and marketing teams to optimize every touchpoint with clients, both online and in-store.
• Lead and implement initiatives that ensure consistency and excellence in the client experience across all channels.
• Develop and execute innovative client-focused programs and events.
Managing Personal Shopper Team:
• Supervise and mentor personal shoppers dedicated to top VIP clients, ensuring they consistently provide exceptional service and exceed client expectations.
• Collaborate with personal shoppers to curate unique shopping experiences, including exclusive previews and private appointments.
Trade Promotions & Events:
• Plan and execute generic trade promotions, such as end-of-season sales, Black Friday, Tet, and more, to drive sales and engage clients.
• Organize and manage trade events, including private sales and exclusive events, creating unique shopping experiences for our clients.