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Client Engagement Manager

Department:  Customer Resources
City:  Sydney
Location:  AU
INTRODUCTION

 

Founded in 1856 by Thomas Burberry, Burberry is a global luxury brand with a distinctly British attitude. We are a global business with an extensive network of both owned and franchised stores across EMEIA, Asia Pacific and Americas. We are digital pioneers, and innovative technology underpins every aspect of our business, from product design to distribution and marketing. We believe that modern luxury means being socially and environmentally responsible; this mindset is core to our business and key to our long-term success.

JOB PURPOSE

 

Supporting the Head of Retail, this role’s key purpose is to drive and be responsible for the Client Engagement performance in the region. 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 through the Retail Line a consistent and commercially impactful customer strategy, aligned with the global strategy.

RESPONSIBILITIES

 

CLIENT ENGAGEMENT PERFORMANCE

  • In partnership with the Client Engagement Senior Manager - SAP, the Head of Retail and Regional Customer Insight, define regional retention targets for the region and for individual stores
  • Report back to Client Engagement Senior Manager - SAP on performance and customer retention strategy plans
  • Regularly monitor regional and stores’ performance and provide 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 through Retail
  • Communicate to Head of Retail and store managers key CRM focuses and actions
  • Interpret on a monthly basis key top customers retention opportunities and input this as part of the customer strategy plans for the Retail leaders and Burberry Private Clients teams.
  • In partnership with the store managers / Head of Retail and Marketing define the regional/country value proposition that would maximise the overall contact strategy targeting

     

SET UP RETAIL FOR CLIENT ENGAGEMENT SUCCESS

  • 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
  • Coordinate a consistent regional Quality Monitoring of the programme and follow up on any challenge that arises. Regularly feedback to corporate on quality of communication from retail sales associates / BPC
  • Set Client Engagement Budget and monitor ROI
  • Guardian of legal & operational regional compliance of CRM activities for the region
PERSONAL PROFILE

 

  • 5y minimum experience in Client Engagement Role
  • Strong Analytical Skills
  • CRM tools experience
  • Project Management Experience
  • Solid Retail Experience preferred


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