Customer Experience Manager

2 weeks ago

Ho Chi Minh City, Ho Chi Minh, Vietnam Công ty TNHH Thời trang và Mỹ phẩm Duy Anh Full time

Mô tả công việc:

(Mức lương:
Thỏa thuận)

RESPONSIBILITIES:

Client Engagement:

  • Devise and implement tailored strategies for VIP clients and various membership levels to enhance their engagement and loyalty.
  • Maintain and nurture existing client relationships while actively reactivating dormant clients.
  • Create and execute cobranding events and collaborations to engage clients and promote exclusive experiences.

Customer Service:

  • Oversee the aftersale experience, ensuring seamless and memorable interactions for clients.
  • Effectively handle and resolve customer complaints and concerns, turning challenges into opportunities for growth.
  • Administer client surveys to collect feedback and insights, driving continuous improvement in service quality.

Partnership Development:

  • Collaborate with luxury industry partners to identify opportunities for recruiting new clients through joint promotions, events, and collaborations.
  • Establish and foster strong relationships with luxury brands to enable cobranded initiatives and exclusive offerings.

Data Management:

  • Utilize datadriven insights to segment the customer base for targeted marketing campaigns, enhancing client engagement and sales.
  • Conduct thorough data analysis to identify trends, opportunities, and areas for improvement.
  • Champion a datadriven approach in decisionmaking and provide regular reports to the Board of Directors.

Client Experience Management:

  • Collaborate closely with brand, retail, and marketing teams to optimize every touchpoint with clients, both online and instore.
  • Lead and implement initiatives that ensure consistency and excellence in the client experience across all channels.
  • Develop and execute innovative clientfocused programs and events.

Managing Personal Shopper Team:

  • Supervise and mentor personal shoppers dedicated to top VIP clients, ensuring they consistently provide exceptional service and exceed client expectations.
  • Collaborate with personal shoppers to curate unique shopping experiences, including exclusive previews and private appointments.

Trade Promotions & Events:

  • Plan and execute generic trade promotions, such as endofseason sales, Black Friday, Tet, and more, to drive sales and engage clients.
  • Organize and manage trade events, including private sales and exclusive events, creating unique shopping experiences for our clients.

Chức vụ:
Trưởng nhóm/Trưởng phòng

Hình thức làm việc:
Toàn thời gian

Quyền lợi được hưởng:

  • Chế độ bảo hiểm
  • Du Lịch
  • Chế độ thưởng
  • Chăm sóc sức khỏe
- Đào tạo

  • Tăng lương

Yêu cầu bằng cấp (tối thiểu): Đại Học

Yêu cầu công việc:

Knowledge:

  • Indepth knowledge of the luxury retail sector, including understanding of brands, retail, marketing, market trends, and customer preferences.
  • Understanding of the nuances of personalized service and ability to anticipate and exceed VIP customer expectations.
  • Familiarity with the luxury fashion and lifestyle market to guide personal shoppers effectively.
  • Strong understanding of sales strategies and techniques within the luxury retail space.
  • Experience in driving revenue through effective sales initiatives and partnerships.

Education and Experience:

  • Bachelor's degree in business, marketing, or a related field (Master's degree preferred).
  • Minimum of 5 years of experience in luxury fashion retail, with a proven track record in client experience management.

Skill/ competence:

  • Strong understanding of luxury fashion brands, trends, and products.
  • Exceptional interpersonal and communication skills.
  • Proficient in CRM software and data analytics tools.
  • Strategic thinker with the ability to translate data into actionable insights.
  • Leadership and team management abilities.
  • Detailoriented and highly organized.
  • Passion for delivering an exceptional client experience

Yêu cầu giới tính:
Nam/Nữ

Ngành nghề:
Chăm Sóc Khách Hàng,Kinh Doanh/Bán Hàng,Tư Vấn Bán Hàng

Đại Học
Không yêu cầu

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