Client Engagement Manager

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

Drive in-store client recruitment and upgrade

• Work with store and staff on clienteling, to increase overall client conversion and elevate the UPT and ATV
• To better drive business through in-store CE activities and commercial moments
• Interact with clients and collect their feedback to in-store and event experience
• Support regional CE managers and store managers to implement related actions in order to enlarge VIC pool and achieve store CE KPIs

Elevate client outreach and experience in store

• Support SAs for existing clients retention and prospects conversion (align with store 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 that occur in and out of Burberry stores, especially for key moments such as VIC birthdays, personal celebrations, lifestyle, and year-end gathering
• Ensure the personalized VIC experience are arranged at top luxury standard, review and maximize the performance and ROIs

Coach store clienteling skills

• Drive floor-coaching for SAs to proactively interact with customers, to build relationship and gain understanding at the personal level for future repeat business
• Coach SA to elevate their client service standard, outreach technique, clienteling skills, and support to deliver consistent customer experience in store
• Work with Store Manager to coaching SA to enhance appointments performance on regular basis
   

PERSONAL PROFILE

• 8y+ experience in styling and luxury retail industry, and in dealing with High Net Worth Individuals
• Experience in acquisition and handling with HNWI and affluent customer portfolio
• Experience in styling and personal shopping
• Experience in networking and building relationships
• Experience in coaching sales team
• Strong styling and clienteling skill
• 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.