Clienteling Manager
Job Description
Summary
Job Description
Mission:
Your role is to assist the Store Managers in achieving the Client engagement goals, to coach the sales team on Clienteling principles, tools and follow-up techniques. Stimulate each sales associate to understand the importance of calling campaigns, private appointments, recruitment, follow-up and personalized relationships especially for top-tier clients. Your role also requires you to support the team to understand the importance of having great detailed client profile. In partnership with the Marcoms team, you will run and lead regional and/or local events/experiences in close collaboration with the SMs, Retail Manager and the regional Clienteling team.
Main Objectives of your role:
Launch and lead the execution of Clienteling initiative in store
- Support the Store management in strengthening a client-centric culture among the team & ensure the full implementation of the Gucci Clienteling program and initiatives
- Ensure the comprehension of the Clienteling KPIs, monitor the performances and implement action plans to improve them, focusing especially on the data collection, data quality and client retention
- Coach, train & support each client advisor on the selling floor and through one-to-one sessions: implement & follow a coaching calendar
- Ensure that the team understands and deploys the client strategy across the country stores.
- Regularly provide feedback on competitor client services to store management, the RAM, and the Hub clienteling team.
Retain and develop the existing clients
- Proactively support the Client Advisor in building relationships and gaining customer understanding to promote future visits
- Inspire CAs to implement initiatives personalized on client interests and profile
- Manage and develop VIG clients through personalized development plans.
- Proactively suggest ideas in line with Gucci guidelines that enhance the operations of client journey flows to improve efficiency and service level.
- Be a key contributor to projects designed to enhance the Gucci Client Journey and collaborate with the Hub level team on the implementation of action plans.
- Constructively and creatively solve client complaints in line with Gucci guidelines.
Recruit new clients within and outside of the store
- Monitor and coach SAs on information collection and enrichment: tools usage and related ceremony
- Provide training, motivation and coaching to sales staffs to enhance their clienteling skills, calling techniques, and client service standards
- Develop multi-sourced new client development initiatives/ activities to ensure on-going clienteling activity development in collaboration with local corporate team.
Manage One To One appointment (OTO) planning and VIP room (where available)
- Stimulate and assists CAs in preparing, executing and following-up OTO initiatives, coordinates the OTO calendar and monitors results
- Assist SAs when in the preparation of OTO appointments, leveraging on VIP room, visual merchandising, product and hospitality guidelines
Oversee and organize gifting activities with regional clienteling team as well as with the Store Managers of the country (clients list and OTO).
Requirements
- 5+ years of Retail experience
- Deep knowledge and understanding of Luxury Business, customers, competitors and products
- Strong customer focus in line with Gucci hospitality culture
- Team/people management
- Problem Solving, Proactivity and Empathy
- Passion for the brand, history and creative culture
- Detail oriented, organized and professional
- Ability to build relationships and encourage colleagues to generate innovative ideas to drive success. Able to motivate, coach and drive others
- Good PowerPoint and Excel skills
- Fluent in English
Job TypeRegular
Start Date2022-09-04
ScheduleFull time
OrganizationLuxury Goods Kuwait
Job Details
Employment Types:
Full time
Industry:
Other
Function:
IT
Roles:
Customer Service Executive (Voice)
