Client Engagement Assistant Manager

Department:  Customer Resources
City:  Seoul
Location:  KR
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

Supporting the Client Engagement Senior Manager / Head of Retail, this role’s key purpose is to drive and be responsible for Client Engagement performance in the region. This role will communicate with internal stakeholders (Training, Customer Insight, Marketing Retail Operations, Finance) with the aim to plan and implement through the Retail Line a consistent and commercially impactful customer strategy, aligned with the global strategy.

RESPONSIBILITIES

CLIENT ENGAGEMENT PERFORMANCE

  • Communicate with HQ to define retention targets for the country and for individual stores
  • Report back to Client Engagement Senior Manager on performance and customer retention strategy plans. Provide regular HQ feedback.
  • Regularly monitor stores’ performance and obtain from the Client Engagement Analyst the necessary insight to unlock specific opportunities

CUSTOMER RETENTION STRATEGY PLANNING

  • In line with the Global Customer Retention Strategy, develop yearly, quarterly and monthly regional plans to be executed
  • Communicate to Country/Market Directors and Client Engagement Managers key CRM focuses and actions
  • In partnership with internal stakeholders to define the regional value proposition that would maximize the overall contact strategy targeting

SET UP RETAIL FOR CLIENT ENGAGEMENT SUCCESS

  • Define a holistic CRM training plan, looking at on-boarding, ongoing support and ad hoc training needs
  • Ensure all stores receive and are able to use all CVM tools
  • Set Client Engagement Budget and monitor ROI
  • Ensure that in-store CRM Leads are appointed, regularly assessed and upskilled if needed
  • Support and coach in-store CRM Leads, by filtering down key monthly CRM messages and by gathering feedback
  • Guardian of legal & operational compliance of CRM activities for the region
PERSONAL PROFILE
  • Minimum 3 years of experience in CRM / Clienteling Role in Luxury Brand
  • Good communication skills to negotiate with / deliver message to stake holders
  • Sense of Luxury industry and VIC clienteling
  • Multi tasker and time management skills
  • Project Management Experience
  • Solid Retail Experience preferred


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