பணி விளக்கம்

Overview

The Clienteling Team Lead role is pivotal in steering the client service strategies across Southeast Asia within the luxury retail sector. Tasked with instilling confidence, reinforcing strategic priorities, and motivating teams, this role champions collaboration and adaptability, emphasizing a client-centric approach. The position is part of the Client Services Center (CSC) and operates remotely with connection to the Tampines office.

Key Responsibilities

Devise and roll out structured clienteling initiatives across Southeast Asia, establishing measurable KPIs targeting client engagement, retention, and conversion of high-value clients.
Create a tiered, omnichannel plan aimed at delivering personalized experiences to premium clientele.
Collaborate with Client Services Team Managers and Client Advisors to cultivate a customer-first culture, enhance storytelling, and deepen product knowledge.
Provide teams with CRM-derived insights and best practices pre- and post-sale to support personalized customer engagement and retention.
Advance remote clienteling by leveraging digital tools, CRM data, and customized outreach campaigns for targeted engagement.
Work alongside digital teams to optimize CRM platform usage, ensuring Client Advisors utilize data insights effectively for client outreach.
Integrate online and offline customer interactions to ensure a seamless omnichannel experience, including digital-only offerings and special services.
Monitor and improve clienteling outcomes by analyzing data and coordinating closely with merchandising and supply chain teams to maximize return on investment.
Partner with marketing to incorporate clienteling into broader campaigns, fostering new client acquisition and reactivation of past clients.
Design and implement training and coaching efforts focused on luxury service, relationship building, and storytelling, supported by a comprehensive clienteling playbook.
Encourage ongoing development through continuous coaching, peer learning, and sharing effective clienteling case studies across teams.
Promote cross-market collaboration by exchanging clienteling techniques, insights, and adapting strategies to meet local market nuances throughout South Asia.

Candidate Profile

Proven experience in retail management or client development within a luxury or high-end brand setting.
In-depth knowledge of the fashion and luxury retail industries.
Strong grasp of clienteling strategies, CRM systems, and digital personalization tools.
Outstanding communication and interpersonal abilities, with a dedication to providing superior customer experiences.
Analytical proficiency for leveraging data to develop actionable business strategies.
Capable of thriving in a dynamic, fast-paced environment managing several priorities and meeting targets.

Work Location

This role is remote with ties to a physical base at the Tampines office.

Reference

Job code: LVM32451

Clienteling Team Lead, South Asia