CLIENTELING & LOYALTY SENIOR MANAGER, SEAO

YOUR WORK ENVIRONMENT

Reporting to the Client Experience & Retail Excellence Director, SEAO, this position oversees the implementation of client initiatives and events as well as improving the overall clienteling performance of CELINE in SEAO. He/She will focus on driving recruitment, retention and client engagement locally, while spreading the Client culture within the local teams.

The Clienteling & Loyalty Manager SEAO is responsible for the client strategy across the entire region, collaborating closely with the Clienteling Managers in Australia and Thailand, and with direct operational responsibility for the Singapore, Malaysia, and Philippines markets.

He/She directly manages a team of 4 people: the CRM Data Analyst SEAO, the Clienteling & Event Coordinator SEAO, as well as the 2 Clienteling Managers in Australia and Thailand.

YOUR IMPACT

• Clienteling initiatives
• Define and lead the local clienteling budget and strategy
• Implement global clienteling programs withi the region
• Client data
• Define action plans to improve client data quality
• Monitor regional client data quality and identify needs or risks
• Clienteling performance
• Set regional targets for key Clienteling KPIs in the region, in line with the global strategy (e.g., reachability, retention, repeat visit, recruitment, prospect collection, conversion, client satisfaction surveys)
• Drive the Retail network closely to boost customer-service orientation
• Oversee CRM training and coaching with the support of the training team and store ambassadors
• Clienteling App Management
• Define relevant programs for the region and individual stores
• Monitor App performance and usage
• Organize feedback loops for APP improvements or local adaptations
• Events management
• Develop regional action plans aligned with Company guidelines
• Organize events in collaboration with Retail, VM and Communication departments
• Set clear targets for each event and identify client segmentation to be targeted
• Track performance and recommend improvements for next programs
• Continuously benchmark clienteling activities of our main competitors in the region
• Partnerships
• Identify potential partnerships for acquisition, retention, client experience
• Propose new ideas and set-up local-specific partnership with the support of the central team
• Gifting & services
• Propose new gifting and service initiatives tailored to local needs
• Benchmark gifting activities against regional competitors
• Measure and report on the impact of all initiatives
• Clienteling community animation
• Manage regional clienteling team and oversee Retail network clienteling performances
• Build and foster a local clienteling community (ambassadors)
• Promote the clienteling culture within retail teams and ensure client focus across all levels
• Contribute to the Worldwide clienteling community by shaping the global clienteling strategy and representing the voice of the region
• Budget & performance
• Define the local clienteling budget (targets and financial)
• Monitor budget consumption and assess the return on investment
  

Job Responsibilities

KEYS FOR SUCCESS

• Degree or higher qualification
• 12 to 15 years of experience, with a strong background in client development within the luxury sector
• Experience in store, client & event management is highly advantageous
• Self-starter and possess strong time management and organization skills
• Strong problem-solving skills and ability to adapt quickly
• Highly rigorous, precise and has an eye for detail
• Good analytical skills for the monitoring / tracking of the clienteling initiatives
• Excellent communication skills with the ability to engage across levels
  
  

COMPETENCES

• A passion for CELINE and the collections
• Proactive, fast & efficient individual with attention to details
• Team player with positive work attitude (committed, dedicated & supportive)
• Excellent Microsoft Excel / Office and computer literacy
• Good analytical & operational ability with proven problem-solving skills
• Excellent communicator & conscientious working style
  
  

Languages: English

Workplace: Singapore

Profile

CELINE, founded in 1945 by Céline Vipiana, is an iconic French Leather-Goods, Fashion & Couture House belonging to the LVMH Group. To have a chance of joining CELINE, you must thrive as a team player in a fast-paced environment amongst passionate, agile, and authentic people.

Additional Information

OUR COMMITMENT

CELINE is an equal opportunity employer. We want to offer an inclusive environment of mutual respect where we welcome diversity and all our employees feel included, developed, and heard.

We are committed to the prevention of all discrimination, providing equal opportunities to all applicants irrespective of gender, gender expression, disability, origin, background, religious beliefs or sexual orientation or any other basis protected by law.

CELINE recruits and recognizes all types of talent and singularities.