Client Engagement Manager

Department:  Customer Resources
Location: 

Los Angeles, California (US-CA), US

INTRODUCTION

Founded in 1856, Burberry today remains quintessentially British, with outerwear at its core.  Digital luxury positioning and intensive focus on design innovation, quality and heritage icons ensure continued brand purity and relevance globally across genders and generations. Burberry believes that in order to be a great brand it must also be a great company and constantly leverages the energy of its compassionate and creative thinking culture to continually innovate and drive the brand forward. Headquartered in London, Burberry is a design, marketing and retail led business with a global reputation for innovative product design, digital marketing initiatives and dynamic retail strategies.

JOB PURPOSE

This role’s key purpose is to drive the Client Engagement performance in the region, for both retention and acquisition objectives. This role will act as central coordinator of resources (Budget, Training and Regional Value Proposition) and key stake holders (Corporate Client Engagement, Burberry Private Clients, Customer Insight, Marketing, Retail Operations, Finance) with the aim to plan and implement a consistent and commercially impactful customer strategy, aligned with the global strategy

RESPONSIBILITIES

Responsibilities

 

CLIENT ENGAGEMENT PERFORMANCE

  • Define regional retention targets for the region and for individual stores
  • Report on market performance and customer retention strategy plans, providing insight to unlock specific opportunities by store
  • Work with retail network on strategy and execution of customer plans to reach objectives

 

CUSTOMER RETENTION STRATEGY AND EXECUTION

  • In line with the Global and Regional Strategy, develop yearly, quarterly and monthly regional plans to be executed through Retail network
  • Communicate to regional retail management and store managers key CRM focuses and actions
  • Interpret on a monthly basis key top customers retention opportunities
  • In partnership with the store managers, define the regional value proposition that would maximise the overall contact strategy, including retail animations
  • Plan and execute in store and out of store local experiences with the goal to retain top clients and increase loyalty with the Brand
  • Research and negotiate local opportunities to partner with personal shoppers/stylists, local charities and other targeted and qualitiative groups
  • Set Client Engagement Budget and monitor ROI
  • In partnership with Training, define a holistic Client Engagement training plan, looking at on-boarding, ongoing support and ad hoc training
  • In partnership with Corporate Client Engagement team and Retail Operations, ensure all stores receive and are able to use all CRM tools


Job Segment: Manager, Marketing Manager, CRM, Management, Marketing, Technology