Customer Experience Manager (Pacific Place) / Customer Experience Team Leader (Elements)

Responsibilities:

• 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 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

Requirements:

• 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
• Proficient in computer skills and solid command of MS Office applications
• Good command of written and spoken English and Chinese (Mandarin and Cantonese).

Knowledge of French is a plus