Thời Trang & Mỹ Phẩm Duy Anh (DAFC)

Mô tả Công việc

ROLES:

The Customer Experience Manager will play a crucial role in enhancing and maintaining our brand's reputation for exceptional customer service in the luxury fashion retail industry. The ideal candidate will have a deep understanding of luxury fashion, a strong sense of customer-centricity, and a proven track record of elevating the client experience.

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 co-branding events and collaborations to engage clients and promote exclusive experiences.

Customer Service:

• Oversee the after-sale 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.

Data Management:

• Utilize data-driven 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 data-driven approach in decision-making 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 in-store.

• Lead and implement initiatives that ensure consistency and excellence in the client experience across all channels.

• Develop and execute innovative client-focused 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 end-of-season 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.

Others: follow other requests and assignments from Line Manager based on business needs

Yêu Cầu Công Việc

1.      Knowledge:

·     In-depth 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.

2.     Education and Experience:

·    Bachelor's degree in business, marketing, or a related field (Master's degree preferred).

·    Minimum of 5 years of experience with a proven track record in client experience management, luxury fashion retail is a plus.

3.     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.
• Detail-oriented and highly organized.
• Passion for delivering an exceptional client experience

4.     Other requirement: Flexibility to work weekends, evenings, and holidays as needed.