Customer Experience Team Leader
Rejoignez Hermès, une maison française de luxe, en tant que Customer Experience Team Leader. Dans ce rôle, vous serez responsable de la mise en œuvre d'une stratégie d'engagement client complète, de l'analyse du comportement d'achat des clients et de la maximisation des opportunités d'engagement. Vous travaillerez en étroite collaboration avec les équipes de vente, d'expérience client et de communication pour exécuter des événements de clienteling en magasin et soutenir les lancements de produits. Vous devez avoir au moins 6 ans d'expérience dans le secteur du luxe ou un domaine similaire, avec une forte capacité à diriger et inspirer des équipes.
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Job summary
Permanent contract
Macau
Salary: Not specified
Skills & expertise
Motivational skills
Business acumen
Employee engagement strategies
Communication skills
Sales enablement
Key missions
Proposer et mettre en œuvre une stratégie d'engagement client complète pour améliorer le recrutement, l'engagement et la fidélisation des clients.
Analyser le comportement d'achat des clients pour identifier les tendances et les modèles dans le cycle de vie du client et fournir des informations précieuses pour améliorer les performances commerciales.
Maximiser les opportunités d'engagement en offrant des cadeaux personnalisés ou d'occasion spéciale pour créer des expériences client exclusives et percutantes.
Questions and answers about the job
The position
Job description
Job Description
- Propose and implement comprehensive client engagement strategy to improve client recruitment, engagement and retention
- Analyze client buying behavior to identify trends and patterns in the client lifecycle and provide valuable insights to drive business performance
- Maximize engagement opportunities by offering personalized or special occasion gifting to create exclusive and impactful client experiences
- Design & create client engagement tools to support the Sales team in maintaining customer loyalty and enhancing customer relationships
- Monitor and track KPIs related to clienteling, ensuring they align with set targets and provide insights and recommendations for improvement
- Collaborate with Customer Experience and Communications teams to execute successful in-store clienteling events, including guest invitation and RSVP management
- Conduct regular analysis of clienteling performance, identifying areas for improvement, and providing valuable insights and recommendations
- Provide support for product launches, ensuring the achievement of sales goals and maximizing client engagement
- Liaise with Learning & Development team and Retail Trainer to deliver regular clienteling training sessions to the Sales team
- Enhance the exclusivity of VIP customer through targeted outreach during product launches and by providing personalized customer appointment experiences
Job Requirement
- Tertiary educated with minimum 6 years of relevant experience in luxury retail or a similar capacity
- Strong business sense and practical know-how in managing and driving customer relationships, leveraging insights to enhance business performance
- Possess the ability to lead and inspire teams, driving performance and ensuring exceptional customer service
- A good team player, pleasant, service oriented and self-motivated
- Strong leadership, communication skills and fostering positive interpersonal relationships
- Good command of written and spoken English and Chinese (Mandarin and Cantonese). Knowledge of French is a plus
- Proficient in computer skills and solid command of MS Office applications
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