Summary

Job 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

ROLE MISSION

The Client Engagement Manager is a pivotal position within Gucci. Accountable for the planning and executing of all Clienteling activities aiming to accelerate the brand’s engagement with clients and nourishing the relationship with them through data analysis and insights.

They will promote a client centric culture in stores through various clienteling actions to support client relations.

Reporting to the General Manager, the Client Engagement Manager is responsible for representing the brand to all customers and stakeholders. You hold the responsibility for proposing and executing the India C.E strategy, in line with Regional and Worldwide guidelines.

KEY RESPONSIBILITIES

Retention and acquisition of top and high potential clients

To retain and develop existing top and high potential clientsTo recruit and develop new potential clientsStrengthen relationship and grow top and high potential clients through various client engagement touchpoints and activitiesTo ensure that the team deliver impeccable post purchase follow up actions/ after-sales service (if any)

Recruitment of New Customers

To identify new potential customers with store client engagement associate manager and store managers.To network through existing high end clients’ friends or luxury events.

Management of customer database & knowledge on competitive landscape

Driving accurate and up to date customer database in close collaboration with the retail teamEnhancing the quality of client profiles in the database by driving qualitative programs with the retail teamConduct market research and competitor analysis in collaboration with retail teams

Data Analysis and Synthesis

Utilize customer data to understand the local client database by analysing demographics and purchase behaviourSupport strategic and key business decisions by developing and synthesizing analyses from behavioural data, transactional information and qualitative client feedbackSupport retail with tracking and monitoring of monthly Client KPIs through tailor made strategies to help improve month on month sales and KPI performancePrepare store specific client database to analyse the level of sales and engagement for different client segments to strengthen client relationsSupport and monitor client development through Top Master Client list and evaluate any action plan require to reach the Region sets of corporate objectivesAnalysing client’s purchasing behaviour prior to, during and after events to streamline and enhance the accuracy of client targeting vs. collection launch. Result to an increase in activation sales performance.

Implementation & Execution of Customer Engagement Activities & Strategies

Create strong relationships with business partners like Retail, Communications, PR, Merchandising, etc to truly understand metrics, challenges and opportunities, and partner with them to strategically plan and implement a brand and client engagement calendar focused on growth & customer experienceRoll out effective implementation of key customer engagement strategies and actions that address different client segments,  and support the building of a strong client base through strengthening of client relationships, nurturing of top loyal clients and acquisition of new clientsPlan, review, drive and support the implementation of all customer engagement activations & experiences, gifting and local partnering according to corporate and regional directive & guidelinesPrepare detailed pre and post event presentation for all customer engagement related activitiesManage the distribution of direct marketing materials

Coaching and Motivating Store Teams

Coach & inculcate “Client Centric” Mindset in all Client AdvisorsIdentify potential customers with CAs & work with him/her in formulating engagement actions/follow upsDeliver training on Client Engagement Tools.

Stakeholders Management

Collaborate closely with Merchandising & VM, Retail & Training team in executing key client initiatives/projects

Administration

Management of Client Engagement budget to done in accordance to the brand compliance guidelinesAccountable for accurate inventory management and stock take for Client Engagement tools and assets

JOB REQUIREMENTS

6+ years of experience in luxury brand marketing, client relationship management, VIP Client Management, store event management, and other such rolesMasters Degree/MBA in Luxury Brand Management/Retail/Marketing preferredExceptional written and verbal communication skillsCustomer service orientated attitude, driven by meeting and exceeding KPIs and targetsLead and inspire through emotional intelligence, and a team player who can collaborate with different personalities and functionsTime Management & Organization skills – ability to work under high pressure situations and quick turnaround time.Must have an agile mindset and be receptive to dynamic situationsAttention to detail and ability to follow clear documentation processesAbility to identify potential risks and be able to provide solutions to mitigate themKnowledge and exposure of the Indian & International Luxury MarketStrong analytical skills, with MS Excel expertise required

Job Type

Regular

Start Date

2024-09-30

Schedule

Full time

Organization

Luxury Goods Retail Pvt. Ltd.