BALENCIAGA Client Engagement Supervisor, Hong Kong, Macau & Taiwan
Hong Kong

SummaryJob Family Group Description - Communication & Marketing : Gathers jobs relating to all areas of communication for every audience and channel.

Conveys the image and identity of the brand. Job Family Description -Marketing : Proposes and presents our brand products in a creative and innovative way.

Reinforces bonds with regular clients, engages new clients and demonstrates internationally how we set fashion trends. Sub-Job Family Description - CRM : Understands the tastes and preferences of our clients in order to provide a stellar customer experience.

Creates a bond to maintain customer loyalty and brand addiction. Job Description SUMMARY : The candidate is responsible for rolling out Balenciaga client strategy in the market and will implement clienteling tools & programs in store by ensuring training, follow-up and tracking of all actions.

He / she will support the stores by providing client analysis and reports, in order to adapt their client action plan. ESSENTIAL DUTIES AND RESPONSIBILITIES include the following : Other duties may be assigned.

Implement Clienteling programs & tools and coach the teams train the teams on the programs (prospects, welcome, gift, birthday, special treatment, etc.

tools (client cards, mailers, clienteling application on phone / Ipad, etc.) defined by HQ coordinate (listings, orders, reports ) and make sure the execution is in line with Balenciaga standards track & measure the impact of all programs to ensure a relevant follow-up Coordinate Client animations (in-store / out-of-store events), in line with HQ guidelines Before : define calendar of actions, target (listing extraction & client selection by the teams), invitation type (paper / digital) & plan suppliers (catering, flowers, hostess, logistics, etc.

D-Day : coordination of suppliers, store teams & VM to ensure the animation is in line with Balenciaga image & standards After : track and follow-up by gathering quantitative and qualitative feedback from store & sending to HQ Drive business through developing in-store clienteling mindset define & animate Store Client Expert community by sharing best practices with other regions / stores make sure sales teams understand client KPIs / segmentation, challenge them with objectives & mystery shopping results coach Sales Associate to define action plan per client thanks to Clienteling tools (client book, applications, etc.

provide the stores with morning briefs, specific listings / reports, menu of attentions (lunch, birthday, gift ) to enhance client reactivation coordinate with HQ for worldwide VIC treatment organisation (ie.

invitation to the Fashion Show) Oversee direct communication and client database & insights manage client data collection & accuracy : conducts training and provide training material to the teams.

manage invitation for events : text, order, printing, calligraphy / routing & sending to clients. analyse monthly store dashboards & follow-up client KPIs with stores.

run specific reports / client analysis if needed to set-up actions to support the business. track all client actions above in the campaign management tool in order to measure the ROI.

check and validate global newsletters & submit local requests to HQ (i.e. store opening / anniversary). perform continuous data quality activities (deduplication & merging) or issues, in collaboration with HQ / MIS and Kering Group.

QUALIFICATIONS At least 7 years’ or above experience in client development, CRM, events or other similar positions in luxury retail / fashion industry.

Able to conceive and drive projects forward. Business oriented, numerate and confident in managing database / figures, and conducting data analysis.

High understanding of luxury environment & highly client oriented. Excellent skills in Excel / Power Point is a must and overall strong computer skills.

Strong planning and organization skills, fluency in English is a must. Job TypeRegular Start Date2020-12-01 ScheduleFull time OrganizationBALENCIAGA ASIA PACIFIC LTD


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