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Clienteling Manager In-Store - Ouverture de Flagship

MONCLER will open end of 2020 its biggest flagship worldwilde on the Champs Elysées and is looking for a Clienteling Manager (In-Store) to be part of this unique and exciting challenge.

 

CLIENTELING MANAGER (IN-STORE) – NEW STORE OPENING

POSITION OVERVIEW:

The Clienteling Manager is responsible for partnering with the Boutique Director of Champs-Elysées Flagship to create a clienteling culture and drive client growth in our Flagship. He/she helps to plan and execute client initiatives for each client's before, during and after service activities.

The Clienteling Manager supports the Client Advisors and the Store Management team with CRM, Special Events, Client Development activities that are aligned with corporate strategies and ensures proper follow-up is conducted by each Client Advisor with his/her clients.

RESPONSIBILITIES:

 

  • Client Planning activities
    • Proactively touch base and communicate with the boutique director to develop weekly, monthly, quarterly, yearly client planning and team activities and targets accordingly
    • Ensure store teams (from Managers to Client Advisors) are all aligned on the different client initiatives and actions to take
  • CRM Initiatives
    • Be the point person to ensure all team members understand the importance of our CRM system and how to use the tool
    • Ensure properly, timely and meaningful follow-up of all new clients
    • Guarantee the outreach of our clients with the aim of building relationship and achieving repeat sales
  •  Client Development
    • Meet with each Client Advisor on a frequent basis to ensure personalized and relevant outreaches.
    • Coach Client Advisors to optimize their clienteling performance
    • Ensure each Client Advisor is hosting personal appointments on the required frequency and provide coaching to help with appointment preparation
  • Client Data & KPIs
    • Ensure client information is correctly captured and entered into our systems
    • Outline and distribute client goals in line with corporate CRM KPIs and ensure each sales associate is achieving them through proactive client planning
    • Daily/Weekly review the CRM KPIs report to evaluate boutique and Client Advisors’ client performance, identify trends and develop client action plans to drive results
  • In-store Events
    • In partnership with the HQ Clienteling team define a yearly clienteling/event calendar forecasting a dedicated budget and targeting all client segments to increase store traffic, sales and brand awareness and strengthen client relationships.
    • Propose new animations and event formats within brand heritage and Corporate directions
    • Work with HQ Client Events team to define client targeting and management of events to ensure high level of attendance and high standard of execution for all projects
    • With the support of HQ, plan and execute all events in-store coordinating all details including guests lists, confirmation follow up, external suppliers, event operations...
    • Share with HQ the post-event results & feedback for all events or store animation
    • Manage the database to optimize customer targeting

 

 

 

  • Hosting clients
    • Ensure proper welcoming for every client entering the store
    • Support the overall client experience in the store.
    • Ensure follow-up with clients is done consistently to meet Mystery Shop result targets

 

 

  • Store and team Management
    • Assist the Management team with various store operation duties as needed, including opening and closing of boutique
    • Be part of the floor Management and ensure smooth flows in the store

 

 

QUALIFICATIONS:

  • Minimum of 5 years in client servicing or related field, preferably in luxury.
  • Excellent communication skills in English and French both written and verbal form
  • Strong analytical skills to translate KPIs into actionable insights
  • Focused on customer satisfaction by continuously improving services, processes, collaborative capabilities
  • Strong business sense & People skills
  • Team player with strong coaching and leadership skills
  • A confident communicator capable of inspiring collaboration and excitement around the topic in the Store
  • High attention to detail & Ability to manage multiple tasks and responsibilities in a fast-paced environment
  • Good command of Microsoft Office Suite