Job Introduction
What is the role?
The Customer and Clientelling Support Manager is a pivotal role in supporting the store thread together key customer touchpoints and propositions to ensure that we provide the highest of standards and meet the needs our of our diverse customer base.
The work will focus on supporting across Service, Unlocked (membership) and Shopping Services client book management.
The role will entail you to be analysing the measures of success across the three areas and support in executing actions that make improvements in results.
You will partner with Store Leadership Team and the in Store retail trainer to adapt strategies coming from Head office so they are tailored and fit for purpose for the store you support.
The role is provide a central support for the store leadership team, clienteling lead and PS management.
The client development manager will be challenged on the growth of the stores client base across shopping services client books and will support actions to recruit new clients, retain existing clients, upgrade clients through unlocked levels and reactivate inactive clients.
They will be the direct contact of the central client engagement team to all the tasks and activity related to clienteling in the store.
To support they will receive advanced training from central and participate to regular strategy meetings.
You will support:
Service (20%)
-
Understanding how the store is performing in its services scores (NPS), knowing the differences between the divisions and departments. Being able to articulate and spot trends, themes and areas of opportunities whilst helping to celebrate success. Knowing that great service is the foundation of our customer experience and client engagement strategy. Working in partnership with store management and retail trainer on plans to make improvements.
Unlocked (30%)
-
Monitor Key holder capture rate by department and division and work with store management and retail trainer on actions plans to improve performance and celebrate success, inclusive of experience based key collection locations e.g. restaurants & skatebowl
-
Support the store in tracking the performance of the customers they have in membership,. Being a store ambassador for the central membership team and any roll outs to stores needed.
-
Be knowledgeable about the stores Unlocked client base and the % of those who have a relationship with Shopping Services. Taking action in line with central guidelines on ways to convert from unknown to known. Lead in carry out the outreach to the client as a warm handover to shopping services)
Client Book Management (50%)
-
Client database in REACH books: assure the accuracy of the database (correct information)
-
Follow-up actions / occasions: pursue and coordinate the team on follow-ups on clients (clients that purchased the previous day, walk-in clients, birthdays)
-
Events and animations: develop the target list in collaboration with line managers and the events and experience team, promote the focus in store, control the attendance via the team member, pursue the follow-up actions on the attendees to maximize the results.
-
121 outreach campaigns: organise and follow the 121 campaigns in store.
-
Clients’ treatments: responsible for clients’ targeting, invitation process, ROI for central initiatives; gifting and entertainment proposals and organisational support for local initiatives.
-
Gifting: coordinate with the membership the correct use of the clients and the coordination of the gifting actions outside of central (local celebrations).
-
Support the team in offering a high-end tailored service in store (TM appointment led business)
-
Share figures and objectives on clients and client KPIs on a weekly basis + dashboard study and analysis monthly including TM performance(customer metircs)
-
Setting up onboarding of new team members into role / tool equally managing the offboarding when TMs leave (tech and client reassignment in collaboration with management)
How you’ll do it…you will be:
-
Proven ability to build trusted, lasting relationships with high-value clients in a luxury or service-led environment.
-
Strong commercial awareness and entrepreneurial mindset, with a passion for driving growth and engagement.
-
Have an analytic mind that is competent with different sources of information (quantitate and qualitative)
-
Excellent communication, organisation, and collaboration skills, with the confidence to influence across teams.
-
Deep understanding of luxury lifestyle and the ability to translate insights into meaningful client interactions.
-
Proactive, solutions-focused approach with agility to be “at the right place at the right time.’
This guide represents a summary of the role, however all team members are expected to be flexible in the work they undertake and department location, which may change from time to time, according to the needs of the business
