INTRODUCTION
Born from innovation, Burberry is a global luxury brand with a rich British heritage.
Founded in 1856, our brand is underpinned by our founder's passion for the outdoors. Thomas Burberry invented the innovative rain-ready fabric gabardine to protect explorers from the elements. In doing so, he created the foundation for the iconic Burberry trench coat, which remains core to the business even today.
Guided by our history of exploration and our shared belief that creativity open spaces, our purpose is to unlock the power of imagination to push boundaries and open new possibilities for our people, our customers and our communities.
As a values-driven brand, we are committed to creating the next generation of sustainable luxury and believe that diversity, equity and inclusion are essential to fulfilling our purpose. Fostering an inclusive culture where differences are valued and embraced enables us to be more creative, engaged and make a more meaningful contribution to the world around us.
Purpose
This role's key purpose is to drive the Client Engagement performance in SEA, for both client retention, re-activation and acquisition objectives. This role will act as regional coordinator of resources and key stake holders with the aim to plan and implement a consistent and commercially impactful customer strategy, aligned with the global strategy. Budgeting and cost oversight for each brand's loyalty budget including gifting, experiences and festivity moments including the measurement and tracking of ROI
RESPONSIBILITIES :
CLIENTELING CULTURE
- Champion clienteling behaviors and ways of working to drive a client centric business: relationship building, pro-active outreach with existing clients and prospects, head to toe styling, working by appointment
- Elevate all client experiences in stores and out of stores, ensuring brand guidelines are met
- Leverage all clienteling tools to achieve results: clienteling app, client development plans, local experiences
- Define action plans to improve the recruitment and onboarding of new clients Enhancing Client Experiences/ Client Events
- Responsible for client engagement event planning, design, production, and overall execution including onsite operation
- Participate in developing sophisticated and unmissable experiences inside the client activation journey
- Propose ideas to improve provided services and understand technical files to improve the event quality
- Timely-mannered communication and flexibility with local agencies to deliver the guidelines and mission.
CRM & ANALYTICS
- Define relevant initiatives to acquire new data and activate current clients, manage assigned budgets, execute their implementation, measure the ROI of each action
- Manage the regional client database: ensure the accuracy and quality in data capture in the region. Set objectives on quantitative and qualitative data collection.
CLIENT ENGAGEMENT PERFORMANCE
- Define regional targets for individual stores
- Able to monitor and also cultivate culture of clienteling at retail stores.
- Report on market performance and customer retention strategy plans, providing insight to unlock specific opportunities by store and client segment
- Work with retail network on strategy and execution of customer plans to reach top client growth objectives
- Interpret on a monthly basis key top customers retention opportunities and define appropriate action plans
CUSTOMER STRATEGY & CROSS-FUNCTIONAL COLLABORATION
- In line with the global and regional strategy, develop yearly, quarterly and monthly regional plans to be executed through retail network
- Communicate to regional retail management and store managers key CRM focuses and actions
- In partnership with the store managers, define the regional value proposition that would maximise the overall contact strategy, including retail animations, client development plans
- Plan and execute in store and out of store local experiences with the goal to retain top clients and increase loyalty with the brand
- Research and negotiate local opportunities to partner with personal shoppers/stylists, local charities and other targeted and qualitative groups to acquire target luxury audience
- In partnership with Training, define a holistic Client Engagement training plan, looking at on-boarding, ongoing support and ad hoc training
QUALIFICATION
- Extensive experience in Client Engagement in the luxury industry (RTW, LG, Jewelry)
- Experience in hosting clients in a Luxury environment
- Strong CRM skills
- Solid Retail Experience preferred
- Deep knowledge of local market/s
- CRM tools experience
- Project Management Experience
KNOWLEDGE AND SKILLS
- Bachelor's Degree in Marketing, Business or Engineering
- At least 7+ years of experience in CRM, business development, strategy, client development
- Excellent communication and client relations skills
- Proven track record of identifying opportunities, designing and implementing strategies to develop business through customer relationships
- Expertise in Excel and PowerPoint to create effective presentations and experience drawing conclusions and recommendations from reports
- Experience in database management
- Flexibility with regional and international travel
- Familiarity with competitive marketplace and passion for consumer trends and development of personal customer relationships
- Experience in luxury, fashion, hospitality or high-end retail prefer
