Client Manager

Your Mission

The Client Manager is responsible for driving the Maison Client strategy and roadmap in Oceania and leading the department through (3) pillars – Client Insight, Development, and Experience. Based on thorough and detailed knowledge of our client database and segmentation, he/she employs data-led insights to drive the client recruitment, retention, and reactivation and builds relevant and impactful action plans to further growth the pool of clients, while ensuring experience and satisfaction upholds Maison standards. The Client Manager acts as an Ambassador of the Maison to lead and inspire boutique teams on building client loyalty through differentiating and enchanting client experiences.

HOW WILL YOU MAKE AN IMPACT?

Lead Client strategy, department & team for Oceania market

• Define and implement Maison's Oceania client strategy, roadmap, and budget planning in collaboration with the Retail Director
• As a key pillar within the Retail department, the Client Manager will be a major stakeholder across most large-scale projects and working cross functionally with other departments to achieve collective success
• Define clear Client KPIs and provide dashboards, tools to work closely with boutique teams, translate key findings to follow up actions

Client Insight - Build action plans to develop client portfolio

• Based on Maison dashboards, analyze client data and develop a thorough knowledge of the local client portfolio. Monitor the local client portfolio evolution & client performance and identify opportunities for development
• Build qualitative insights to share with Management and Boutique leaders, escalating any local needs (specific analysis & tools evolutions) to the Region
• Animate the local Client community within the boutique population

Client Development - Deploy client activation and clienteling strategy

• Lead local clienteling opportunities to solidify a strong foundation of clients across each client segments.
• Ensure a consistent and sustainable approach to client conversion and upgrades year on year.
• Coach & support boutiques teams in structuring their Clienteling strategy, roll-out client-related programs, guidelines & tools

Client Experience - R oll -out client-related programs, guidelines & tools

• Manage overall client experience in boutiques, in line with Maison quality, hospitality, and service
• Partner with boutiques and departments on client treatment programs
• Develop and facilitate personalized client journeys for Oceania clients attending High Jewelry events (overseas and local) and in-boutique animations

HOW WILL YOU EXPERIENCE SUCCESS WITH US?

• Strong understanding of matrixed business operations, market dynamics and client requirements of the industry
• Excellent interpersonal skills at all levels, across people management, networking and leadership, consistently engaging with and motivating others
• Strong track record and proven results in implementing retail strategies
• Self motivated, Independent and result oriented
• Flexible, adaptable, people-first leader
• Analytical mindset equipped to interpret data insights to proactively challenge assumptions integrating insights into ongoing process refinements.