Job ref no.: CT3122198-01#0017
PORTS

Clienteling & VIP Manager (Hong Kong Store Based)

PORTS

Benefits
  • 5-day week
  • 13-month pay
  • Dental plan
  • Discretionary bonus
  • Marriage leave
  • Medical plan

CLIENTELING

  • Lead the stores to achieve CRM KPIs such as quality client data capture, conversion rate, fitting rate, retention rate, recruitment, customer upgrade etc.
  • Perform and analyze different CRM reports to deliver effective CRM programs and achieve business objectives and revenue targets 
  • Understand the customer profiles, spending pattern and habits, consumer insights and propose action plan for each brand 
  • Follow up on execution and implementation of each action plan to drive customer loyalty 
  • Responsible for enhancing customer engagement activities at stores levels and execute clienteling implementation by ensuring training, follow-up and tracking of all actions 
  • Provide day to day support and training to store teams on CRM tools & usage and clienteling 
  • Set the CRM or retail marketing initiatives and strategies aiming to expand and improve quality of customer database for both existing and new clients
  • Drive business through developing in-store clienteling mindset and coach sales associate to define action plan per client 
  • Implement campaign or CRM tools/activities based on customer segmentation to maximize the ROI and response rate
  • Implement CRM programs for member activation, re-purchase stimulation, retention and loyalty program, pre & post campaign analysis
  • Define product based and engagement activities according to the client’s purchasing propensity, needs and culture with the aim to build a strong commercial and tailored relationship with the customer
  • Monitor the VIP program and maintain customer database; follow up on any challenges that arise 
  • Evaluate and review CRM campaign, and provide constructive feedback for continuous improvement on CRM strategies
  • Collaborate with Marketing Department on various retail marketing actions and activities and to develop in store special events/activities to enhance the brand image and sales, recruiting new clients and to involve in the planning and execution of client events
  • Support marketing team on internal and external stakeholders on brand collaborations and partnerships to identify new business opportunities
  • Support for market intelligence such as competitor monitoring tracking including offline and online sources
  • Work closely with Marketing & Retail Operations team and provides initiative to drive sales and traffic to company's business through data analysis, business intelligent report and customer segmentation
  • Manage budgets on the responsible areas, and control related costs
  • Perform other related ad hoc tasks and projects where necessary 

Requirements

  • Minimum of 7 years’ experience in high-end fashion retail with at least 2-3 years of managerial experience
  • Strong experience in event coordinating and VIP customer servicing. 
  • With strong premium and luxury customers database is a must. Strong sense of luxury service with excellent clienteling skills.
  • Creative mind-set on how to enhance customers’ relations impact on the business
  • Excellent interpersonal skills and dynamic team player 
  • Energetic, passionate and flexible in working in a fast paced environment
  • Service oriented and always put customer as top priority
  • Proven track record to drive increment in sales and enhance the level of customer service and clienteling qualities of the team
  • Excellent verbal and written communication skills in both English and Chinese (Cantonese & Mandarin) 

We offer attractive remuneration and career opportunities. Interested parties please click Apply Now for application with your detailed resume indicating position applied, latest and expected salary.

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