Client Engagement Manager, HK & Macau

INTRODUCTION

At Burberry, we believe creativity opens spaces. Our purpose is to unlock the power of imagination to push boundaries and open new possibilities for our people, our customers and our communities. This is the core belief that has guided Burberry since it was founded in 1856 and is central to how we operate as a company today.

We aim to provide an environment for creative minds from different backgrounds to thrive, bringing a wide range of skills and experiences to everything we do. As a purposeful, values-driven brand, we are committed to being a force for good in the world as well, creating the next generation of sustainable luxury for customers, driving industry change and championing our communities.

JOB PURPOSE

The Client Engagement Manager drives customer acquisition and repeat sales through high quality client engagement activity including but not only the elevated client experience/service, client event, client outreach. He/She is responsible for the clienteling and styling activities, and client engagement related KPIs. He/She needs to be capable of basic data analysis of clients. He/she also coaches the retail team to enhance the clienteling skills.

RESPONSIBILITIES

• Overall CE planning for local market
• To better drive business through in-store CE activities and commercial moments
• Support store managers to implement outreaches / store support events in order to enlarge VIC pool and achieve store CE KPIs
• Support store managers to train SAs for better clients retention and prospects conversion (align w/CE KPIs)
• Implement and monitor the proper usage of clienteling communication and tools in store, including greetings and invitation, styling clips, pictures and videos, takeaways and gifts, in accordance with corporate guidelines
• Implement brand VIC experiences together with store managers that occur in and out of Burberry stores, especially for key moments such as VIC birthdays, personal celebrations, lifestyle, and year-end gathering
• Plan & ensure the personalized VIC experience are arranged at top luxury standard, review and maximize the performance and ROIs
• Coach store clienteling skills in different level for different audiences, newly onboarding and store management team
• Monthly KPI tracking and define opportunities for store business
• Budget management.

PERSONAL PROFILE

• 10y+ experience in styling and clienteling and luxury retail industry, and in dealing with High Net Wealthy Individuals, and with assistant manager /manager role 6y+
• Experience in event planning and conduction
• Experience in styling and personal shopping
• Experience in data tracking & analysis
• Hands on & detail-oriented and self-managed with a passion for retail
• Strong influential, inspirational and interpersonal skills
• Excellent at informing and communicating with relevant team
• Results driven and business acumen
• Agile, collaborative and strong team player

Burberry is an Equal Opportunities Employer and as such, treats all applications equally and recruits purely on the basis of skills and experience.