Senior Manager, Client Development and Experience California

Are you a good match?

 

For this role, we are looking for the ideal candidate to have a bachelor’s degree. Minimum 6 years of related work experience. Events and Client Experience in the luxury retail environment is a plus. The ideal candidate is required to have a strong understanding of providing luxury service and exceptional experience for VCA customers. We are looking for someone who constantly seeks new and creative ways to meet the changing needs of our clients. Excellent organizational, communication, and computer skills, especially in Microsoft Excel are required, as well as solid analytical skills and strong aptitude to work with figures. This candidate is required to have previous experience managing a small team. Excellent interpersonal skills with a service-oriented attitude. Previous knowledge of SAP is a plus.

 

What are we expecting from you?

 

Reporting to the Regional Director, you are responsible for the implementation of the Maison Client strategy in its market. Based on a thorough and detailed knowledge of local clients, you are expected to build a dedicated action plan to adapt and deploy the Maison initiatives in client development, experience and satisfaction. You are expected to align with all local teams to guarantee consistency with the Maison strategy and is accountable for creating and implementing a client strategy in the West region’s boutiques, by rolling out the loyalty programs developed by Corporate, installing the Regional Director’s strategies, and supporting the sales team in enhancing their client outreach.  This person will be responsible for enhancing a service-oriented boutique environment, rolling out CRM initiatives as well as analyzing their business impact.  The Senior Manager relays the Maison’s Client Development vision to their region of responsibility and brings forward the region’s needs and feedback. This position closely collaborates with the Corporate CRM team to understand the Region’s database and identify opportunities. 

 

In this role, you will:

 

Develop a detailed knowledge of the local clientele and build dedicated and appropriate action plans to develop client portfolio

• Based on Maison dashboards, analyze client data and develop a thorough knowledge of the local client portfolio. Monitor the local client portfolio evolution & client performance and identify opportunities for development  
• Build qualitative insights and escalade (to the Region) local needs in terms of specific analysis & tools evolutions
• Build the development strategy for each store of the region by setting client KPIs for the year (detail KPIs to the right granularity)and define action plans to achieve them and monitor results
• Ensure and supervise qualitative data collection through all touchpoints for clients & prospects. Assign and reassign clients to ref SA when necessary.
• Animate the local Client community involving boutique staff (inc. daily dialogue with boutique teams, involvement in morning briefs and contribution to newsletter)

 

Deploy client activation and clienteling strategy and adapt when necessary to local needs & context

• Promote 1-to-many contact plan and escalate local needs / opportunities
• Is responsible for the implementation of all clienteling tools and programs in their area​
• Manage all local clienteling opportunities – orchestrate opportunities in line with Maison strategy and upon regional validation