Customer Experience Manager

Mô tả Công việc
A. ROLES:
· Lead the Client Development strategy identifying business opportunities through data analytics and CRM to provide relevant and critical insights to drive commercial actions (engaging existing, recruiting new, and building loyal and long term relationships with clients.). You will collaborate, engage and support the retail team to recruit and build long-lasting relationships with clients through high quality client engagement initiatives/ activities and best-in-class clienteling actions to achieve commercial ROIs.
B. RESPONSIBILITIES:
· Prepare clienteling budget forecast, ensure proper follow up of expenses & respect of budget.
· Provide CDM strategies in recruiting new client, sustaining current clients & increasing the positivity of all CDM index (Repurchase rate, cross selling, frequency, new clients, left clients, client management performance by brand, by store and by SAs.
· Ensure accuracy of client database, support store in data analysis to sustain clienteling strategy.
· Developing strategies and business plans to deliver outstanding luxury brand client experience through client treatment.
· Explore new partnerships on client acquisition, ensure quality of CDM activities/treatment to meet the brands' and the Company's standards.
· Evaluate effectiveness of CRM actions optimize opportunities to ensure the CRM KPIs are met.
· Oversee all CDM activities/treatments of DAFC, develop CDM team, prepare presentations and provide client insights from CDM reports and share best practices from competition activities in the market.
· Manage client relationship of VVIPs from BOD assignment, manage CDM team workload and allocate the right tasks to the right person to ensure CDM team high performance.