Purpose:

The Retail Clienteling Manager is responsible for driving global client engagement by leading the Culture of Clienteling in providing the regions clear guidance aligned with the brand’s global Client Engagement Strategy.

Having a strong expertise in both Retail and Client Engagement, ideally at Central and Regional levels, combining strategic-mindset and operational skills, the Retail Clienteling Manager plays a key part in driving business growth through a proactive and efficient clienteling approach.

 

Responsibilities:

Culture of Clienteling

Manage the creation of  “Culture of Clienteling” training to be used both in stores and online, working closely with Retail Excellence and Customer Service. Define Burberry’s “Clienteling Routine” and follow-up its execution in stores led by Regions. Challenge the Regions to implement the best performing Clienteling organization in stores. Collaborate with Retail teams to define the right behaviours and KPIs to drive this culture, by animating weekly workshops & meetings, and leading specific actions plans when needed. Contribute to a high level of adoption and knowledge of the Clienteling tools, be constantly listening to Retail teams’ feedback and needs. Ensure efficient internal communication around Clienteling initiatives to the Stores teams by collaborating with Retail Excellence to create ready-to-use “Clienteling Readiness Packs”. Drive the creation of Clienteling Training Content and collaborate with the Training team to align with all other training, and follow-up the adoption, performance, and updates. Work closely with Client Campaign Manager inputting into best performing Campaign Calendar to sustain Burberry’s business growth, taking into consideration regional nuances when relevant.

 

Clienteling Ecosystem

Be the voice of the Retail teams to continuously improve the Clienteling Ecosystem, working closely with Retail Excellence, CRM and Digital Innovation departments. Participate to the new Clienteling App RFP process ensuring users’ needs are fully integrated. Be part of the Global Clienteling Taskforce.

 

Personal Profile:

Strategic way-of-thinking combined with operational skills. Strong understanding of Retail and Client Engagement  Demonstrates strong leadership skills to drive ambitious projects and work collaboratively. Demonstrates initiative through proactive approach. Demonstrates a positive attitude. Excellent verbal and written communication skills. Resilience to overcome difficult conversations. Excellent organisational skills with an ability to deal with conflicting priorities with ease.