MISSION AND RESPONSIBILITIES:
The Regional Private Client Relationship Manager (PCRM) will manage private client relations and drive service excellence across all channels with the objective of delivering a highly qualitative and consistent omnichannel client experience aligned with our Maison guidelines. She/he will define and implement the private client relations strategy across the region, in line with our Maison global strategy. She/he will drive new private client acquisition through qualitative events for the Maison's existing client database, prospects, and third-party collaborations, with a clear goal of accelerating the share of top clients in total business. The Regional PCRM will work closely with local markets as well as the global private client team to contribute significantly to the establishment of a private clientele base and to ensure CRM works effectively for all aspects of the Maison.
Lastly, she/he will build and drive the local private client manager community. She/he will not only support the team's achievement of sales objectives but also cultivate an environment where each team member continues to develop and thrive. People development and performance management will be central to your leadership, ensuring a collective drive toward success.
DEVELOP PRIVATE CLIENT STRATEGY
- Implement new private client development strategies, initiatives, and activities to grow and develop the private client database and enhance their experience with the Maison.
- Based on the company's vision, provide strategic direction to build private client loyalty and develop the brand as a service-centric destination of excellence that sets the benchmark for others to follow.
- Track and analyze private client CRM KPIsclient acquisition, database growth, status, etc.to measure the effectiveness of customer relationship management efforts and make data-driven decisions that enhance customer engagement, retention, and revenue.
- Lead private client review analysis on a regular basis to optimize marketing launch performance, tier status retention and upgrades, as well as feed markets with additional intelligence.
- Support training and upskilling of CRM Leads in each market on premium client development and data usage.
- Drive adoption of clienteling tools and client capture in-store to enrich customer profiles.
- Develop and roll out a delights program strategy according to market specificities for the brand's most exclusive clients through personalized gifting and experiences to build loyalty and drive upgrades.
- Identify potential partnership opportunities that could be rolled out regionally.
- Develop and expand a network of business partners such as concierge services, private clubs, restaurants, non-conflicting brands, etc., to create new business opportunities.
DRIVE PRIVATE CLIENT SALES
- Drive private client sales performance across the region, with shared accountability with local PCRMs for revenue growth and target achievement.
- Develop and execute a regional commercial strategy to expand the private client portfolio and increase market penetration.
- Optimize client lifetime value through strategic portfolio management and targeted growth plans.
- Lead private client relationship acquisition, development, as well as activation for smaller marketsworking hand in hand with Brand GM activities and yearly plan focus.
TEAM DEVELOPMENT AND COACHING
- Drive the creation of the APAC Private Client Manager teamrolling out the right plan and business ambitions for the years to come in order to grow our private clients, elevate brand desirability, and remain ahead of the competition.
- Support onboarding of all private client managers locallydefine objectives and KPIsand align with Brand GM on retail sales targets.
- Motivate, drive, and evaluate private client manager team performance, making result-driven decisions to optimize workloads and enhance overall efficiency.
- Identify, formalize, and share best practices across markets.
- Support and coordinate regional high clienteling activations, including VIP events and brand moments.
- Contribute to the design and delivery of high clienteling training programs in APAC.
- Provide training, motivation, and coaching to the senior retail leadership team to upgrade their clienteling, communication, and data analytics skills.
QUALIFICATIONS
- Minimum of 5 years of clienteling and CRM management experience in the luxury goods/retail industry.
- Demonstrated skills and attitude for selling luxury products.
- Sharp business insight and analytical skills.
- Demonstrated strategic agility and adaptability to a fast-paced environment.
- The ability to balance client needs with business objectives.
- A self-starter with a results-oriented attitude.
- Excellent communication and presentation skills.
- Proven strong leadership skills and experience in effectively leading a team.
- Strong social skills and the ability to collaborate seamlessly with different teams.
- A strong emphasis on compliance, integrity, and social sustainability.
