Client Engagement Assistant Manager

Client Engagement, Assistant Manager

Purpose

The role of the Client Engagement Assistant Manager is to support the Client Engagement Manager to manage and deliver exceptional events and client experiences.

This role’s key purpose is to drive the Client Engagement performance in Japan, based in Tokyo, for both client retention, re-activation and acquisition objectives.

This role will act as regional coordinator of resources and key stake holders with the aim to plan and implement a consistent and commercially impactful customer strategy, aligned with the global strategy.

Responsibilities :

CLIENTELING CULTURE

• Champion clienteling behaviors and ways of working to drive a client centric business: relationship building, pro-active outreach with existing clients and prospects, head to toe styling, working by appointment to name a few
• Elevate all client experiences in stores and out of stores, ensuring brand guidelines are met
• Leverage all clienteling tools to achieve results:  clienteling app, client development plans, local experiences

CLIENT EVENTS

• Supporting Client Engagement Manager to develop and execute a detailed calendar of commercial in-store events to support key gifting occasions, product launches and new client engagement across the year in close consultation with store teams
• Provide support to Japan store network in executing their annual calendars of store initiatives, salon appointments and in-store activations and gaisho activities.
• Develop relationships with key business partners to recruit new high potential clientele and build brand desirability amongst this influential client segment
• Manage Client Engagement Budget and monitor ROI

CRM and EXECUTION

• Use data tool  R WORLD and DASHBOARDS to support the store teams with actionable client data insights to inform their local client action plans
• Communicate to regional retail management and store managers key CRM KPIs and actions
• Plan and execute in store and out of store local experiences with the goal to retain top clients and increase loyalty with the Brand
• In partnership with Training, define a holistic Client Engagement training plan, looking at on-boarding, ongoing support and ad hoc training

Qualification :

• 5 years+ work experience minimum, preferably with experience in Client Engagement Role
• Experience in hosting clients in a Luxury environment
• Solid Retail Experience preferred
• Deep knowledge of local market/s
• Strong Analytical Skills, EXCEL
• CRM tools experience

Behaviours

• Great communicator (Japanese & English)
• Team Player
• Business Acumen
• Elevated presence
• Ability to host In-store events