Job Description

Job Purpose: The Client Engagement Expert plays a key role in driving the client strategy in the Boutique through inculcating an industry-leading client engagement and service mindset in the Boutiques with the aim of: Better serve all clients (from VICs to Prospects) with Fashion Advisors (FAs) and Boutique, at the centre of the relationships Preparing FAs to better engage clients in a robust omni-channel environment with dynamic external factors (e.g. offshore purchases, second-hand market influence, social media impact etc) Accompanying the change management generated by the new driving forces in luxury industry (increased competition, enhanced sophistication of client database with strong focus on key clients, unique yet localized experiences), while ensuring the quality client experience is top-notch and consistent as the database continues to grow He or she supports the Boutique team in providing customized advice on client engagement, in order to engage clients to the brand durably and effectively, leveraging on technology and tools whenever possible. He or she also bridges with the Marketing team to provide insights and builds on Client Intelligence to define the right CEM activities to attract and retain clients. Key Responsibilities: DRIVE CLIENT-CENTRIC CULTURE WITHIN RETAIL TEAM IN BOUTIQUE Support the Boutique Management team (HOB and DHOB) to drive a client-centric culture within the Boutique by championing effective client engagement and sophisticated client experience to enable FAs to develop long lasting relationships with clients, and to ensure that the Brand is perceived as the Ultimate House of Fashion Luxury Champion of Client Service Values in boutique and collaborate with RLDPs to guide FAs on the art of creating lasting relationships beyond transactions and building client loyalty Develop and align with Marketing and Boutique Management on KPIs related to client engagement management and service in Boutique, and be accountable for them Actively seek out and share information on interesting and impactful client engagements and best practices in the industry with the Boutique and Marketing teams to inspire and drive awareness Gather and share clientelling and service achievements to celebrate individuals, inspire and motivate others to surpass the expectations of clients Work closely with Head of Boutique and Deputy Head of Boutique to implement structured transition programmes among FAs to ensure a smooth handover of key clients to suitable FA(s) when a FA is leaving Participate in and support day-to-day operations in Boutique with a focus and special attention to the client experience and journey FACILITATE CLIENT DEVELOPMENT IN LINE WITH CLIENT STRATEGIES Support Boutique Management team in the design and implementation of client strategies at boutique level in close collaboration with Marketing department, taking into account the strong understanding of our client database Understand the Client Engagement strategies, client segmentation logic and purpose of key engagement initiatives as well as translating them into clear operational actions for implementation in Boutique Work closely with Marketing and Boutique teams in refining client target lists for client engagement initiatives and projects via qualitative client intelligence Guide FAs on utilization of the diverse clienteling tools and engagement touchpoints such as gifting allocation, spontaneous gestures, in-boutique events, exclusive services, personalized experiences etc to strengthen FA-client relationship Coordinate retail hospitality (inclusive of F&B) by sourcing and managing third party vendors to elevate client experience in Boutique Be the iCoco ambassador at boutique to ensure high adoption and strong understanding on the app\'s functions which include, but not limited to, client insights, communication, data capture accuracy and FA self-efficiency, as well as coach FAs to strategise their clienteling actions effectively Identify high potential clients in collaboration with FA and Boutique Management team to be highlighted to Marketing department for tailored engagement plans HARNESS INSIGHTS FROM DATA INTELLIGENCE Leverage on basic Business Intelligence tools (client & boutique dashboard, KPI trackers and reports) to identify client growth opportunities and action plans Provide regular update to Marketing Team of client profile insights to aid client strategy development Drive customer data capture and accuracy with maximum contactability rate through iCoco iPad registration and Salesforce Liaise with relevant parties to ensure data governance policies and procedures are upheld as well as coach FAs on data collection and data privacy compliance BE A TEAM PLAYER Actively contribute to create a harmonious and conducive working environment that promotes teamwork, professionalism and respect among colleagues within the business division Highly driven and agile in learning and accepting any change, new tools or transformation within the organization in line with new business directions Requirements: Preferably university graduate Minimum 3 years of experience, preferably in client engagement roles and/or luxury industry Proficient in spoken and written English - being able to converse in Mandarin will be an added advantage Good Microsoft Office skills Capabilities: Analytical mindset with the ability to leverage on business insights from data to propose action plans Able to understand the business logic and calculation rules of data, and communicate them to others by developing storyboards combining business and data awareness Highly driven and results-oriented Understand the end-to-end client journey and apply a human-centric approach to enhance the client experience Anticipate clients\' needs and foresee potential pain points in a clients\' journey to create an enhanced client experience Resilient and agile in managing complexities and navigating ambiguities Encourage a positive attitude and effective workstyle, bridging the relationship between boutique and office teams Actively challenge current ways of working and seek opportunities to apply digital and data solutions/methodologies at work At Chanel, we are focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress. We believe the uniqueness of each individual increases the diversity, complementarity and effectiveness of our teams. We strongly encourage your application, as we value the perspective, experience and potential you could bring to CHANEL.

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