Client Experience Manager (Luxury Goods)

Our clients manage a portfolio of Luxury Brands in APAC.

MISSION

As a member of the Malaysian Team, the Client Experience Manager will actively lead and implement relevant strategic and action plans to improve client relationship, retention and satisfaction. 

You will be in charge of:

• Working closely with many and varied colleagues and stakeholders to ensure our client clients are at the heart of everything we do.
• Elevating the Client Experience across all channels and touchpoints of the clients journey, with meaningful and memorable activations.
• Maintaining a high level of Client Satisfaction in order to support the strategic ambition that is to increase local client loyalty
• The delivery and monitoring of Service Excellence across all channels

Key Responsibility

Elaboration of the local client strategy

• Definition of the client strategy and action plan in coordination with boutiques and other departments as well as the regional team
• Analyze, define and monitor client KPIs working closely with the regional client department team in order to define targeted and strategic approach per client segment
• Follow-up of the competition landscape collecting insights from clients, boutiques and studies to nourish action plan
• Definition and follow-up of the client budget on a 3 year basis

Elevate the Client experience of our client brand in Malaysia :

• Deliver customer-centric experiences across all our client boutiques and retail partners, in accordance to the different Client Communities and their specificities.
• Drive additional synergies across Communications, Activations & Client Service to offer a highly-qualitative & consistent Omni-channel Client Experience.
• Define and roll-out the local Client Activation strategy: activations during key festive periods, in-boutique experiences, 1:1 treatment plan and gifting plan
• Work with local Commercial & Events teams and support the boutique to propose and roll-out relevant client treatments to support client satisfaction & enhance client experience with our client.
• Lead concierge partnership in place and activities: treatments and booking requests from boutique teams.
• Manage the order, deployment and usage of centrally developed gifts, as well as propose locally relevant gift sets according to strategic periods and Client Communities expectations.
• Manage, forecast and follow-up of the budget accordingly

Manage Client Satisfaction

• Regularly evaluates the Client Satisfaction level using internal programs and tools, monitor & set local KPIs and implement relevant action plan following the results.
• Coordinate & support in-boutique trainings and workshops on new Client Satisfaction programs and tools.
• Work in close cooperation with other teams (mainly Events, Commercial & L&D teams) to participate in the definition and execution of the 360 client loyalty roadmap to improve client retention year on year.
• Provide support in Clients complaints management in case of escalated client complaints and if required, directly communicate with clients to solve any requests of complaints (answering clients phone call, letters and emails) as and when the issues cannot be resolved at boutique level
• Is the local point of contact when it comes to client service

 YOUR PROFILE:

• Education & background: You have a Bachelor/Masters degree and you have minimum of 5 years of working experience in marketing/,communications or clients/hospitality preferably in the luxury industry with extensive Client knowledge.
• Technical skills/abilities: Computer skills (MS Office), Fluent English
• Personal skills:
• Self-starter with excellent communication and negotiation skills
• Proactive, creative/innovative with a continuous improvement approach, customer oriented, strong organizational skills
• Project management skills and multi-tasking capabilities
• Results oriented, assertive, ability to adapt quickly
• Networker and connection builder for unique venues, F&B partners, artist...
• Demonstrate high attention to detail and a deep understanding of luxury standards