Client Relationship Manager, Region UK

Position Overview

The VIC Manager is responsible for Clienteling for the region, working closely with the Store Managers in building and maintaining the client portfolio by contributing to improve the collective and individual performance of the store team in relation to all CRM and Clienteling KPI’s.
This, by coaching and following up with Team Managers and Client Advisors, in setting and achieving challenging objectives for each of the steps in the clienteling process: data capture, contactability, prospecting, client outreach, appointments, and top tier client engagement and retention.

Essential Duties & Responsibilities

• Launch and lead the execution of VIC Development initiatives in store

o Implement and develop a clienteling mindset among Team Managers by constantly promoting the clienteling activity

o Make sure that all the global clienteling initiatives and tools are implemented, understood and followed by all Sales Associates closely with KPI objectives for result checking.

o Ensure the successful adoption of the Clienteling app among the store management and the Sales Associates

o Proactively develop and implement in-store programs to stimulate clienteling awareness

o Work closely with Store Management and Sales Associates to select the right client profiles for local and global client activations in-store and off-site

o Achieve the local clienteling KPI targets (data capture, client outreach, personal appointments, retention…)

o Be an ambassador on the floor and lead by example on all clienteling aspects from welcoming clients to entertaining clients during in-store and off-site events

• Recruit New potential VICs within and outside of the store

o Focus on prospect conversion using all available assets

o Provide training, motivation and coaching to sales staff to upgrade their ability to create and develop strong relations with clients

o Proactively network to identify new business opportunities

o Recruit and acquire new clients, delivering a personalized and extraordinary experience

• Retain and develop the existing VIC portfolio

o Constantly monitor and coach Sales Associates on data collection to enrich the data base

o Highlight the importance of customer retention and being a service-centric leader through role play and morning briefings

o Proactively support to identify lasping clients and implement actions to re-engage with them.

o Manage the regional store empowerment budget to treat VICs and enhance the instore experience

• Develop Personal Appointments activities and quality of execution

o Stimulate SAs to prepare, execute and follow up Private Appointments.

o Help the team to deep-dive client profiles, behavior and preferences to personalize the experience

Experience, Skills & Knowledge

• 5+ Full strategic performance cycles of Retail experience
• Deep knowledge and understanding of Luxury Business, customers, competitors and products
• Previous people management experience

c In-depth knowledge of developing and implementing excellence in customer service and client relation

• Commercial awareness
• Ability to be pro-active and self-motivated
• Flexibility with hours to suit the business needs
• Excellent verbal and written communication skills. Ability to communicate down, across and up within the organization.
• Excellent time management skills with the ability to prioritize workloads to meet deadlines
• Basic knowledge of computer software (MS Word, MS Excel, MS PowerPoint, MS Outlook).