As a Client Development Manager, you will be an ambassador of the Brand and the voice of Clienteling in the Geneva store. You will take ownership to lead and coach the Store team in engaging existing clients, recruiting new ones, and building long-term relationships that enable the achievement of strategic as well as sales goals, ensuring that the highest level of client experience is delivered. This position is a full-time, permanent role based in the Geneva store.
Job Responsibilities
Key Responsibilities:
1. Team Management and Development: Ensure the entire team is successfully developing long-term client relationships, especially with local clients. Support them with consistent coaching, identify their development and training needs, tailor individual action plans, and follow up.
2. Set individual and team goals with the Store Manager and the Client Development Director; proactively assess and manage performance against expectations.
3. Drive all client development activity within the Management Team: support but also challenge and inspire the other managers towards excellent clienteling performance.
4. Manage a limited number of direct reports yourself and ensure your own team are role models in clienteling.
5. Take the lead on event organization and work with team manager colleagues for specific categories to ensure the events are successful.
6. Development of Client Centric Mindset: Establish a client-centric mindset in-store to ensure the highest level of client experience and proactively handle client-related situations. Support Managers in developing the teams through mentoring and/or buddy systems as well as the clienteling onboarding for newcomers.
7. Propose action plans and related tools (events, opportunities for contact, templates for emails, phone contact, written cards, etc.) and partner with Managers and teams to drive strategic and high-end categories.
8. Monitor clienteling KPIs for the store team and proactively implement actions to improve performance where needed. Promote all clienteling activities in-store as well as beyond, share best practices, and champion new initiatives.
9. Support and guide the team in all their daily clienteling activities and in building long-term client relationships, ensuring a balanced and appropriate focus on top, new, and other clients whilst leveraging different clienteling tools (ICON, journey, lookbooks, etc.).
10. Be a strong presence on the shop floor to ensure the best possible client experience and maximization of business opportunities (Client spotting, appointment preparation, and support, etc.).
11. Manage the in-store clienteling budget effectively and ensure appropriate return on investment of tailored clienteling actions.
12. Proactively handle client-related situations, including challenging ones, and coach and develop the team on client-related communication.
13. Closely collaborate with the head office client development functions as well as third parties (event suppliers, hospitality providers, admins, etc.) on all clienteling and event-related activity. Ensure a smooth and proactive flow of communication and effective sharing of information.
14. Be a Role Model for the Team: Lead by example in the management of your own portfolio of clients, demonstrating best-in-class clienteling actions.
15. Achieve individual and team objectives, be accountable for sales results, and support the team in their sales.
16. Perform as a team player, participating in all activities contributing to the overall objectives of the store.
17. Business Development: Put in place action plans to boost business and maximize product performance, leveraging clienteling, training, and team animation.
18. Communicate and inspire the team on corporate strategy and relevant business information (animate morning briefings, training).
19. Proactively provide the Head Office with qualitative feedback based on local knowledge about the market and client needs, leveraging expertise and knowledge within the team.
20. Operations: Develop & establish with Client Development Director a client strategy for the store as well as roll out the necessary clienteling initiatives at store level.
21. Act as a point of contact for clienteling operations and between stores for clients buying in multiple stores.
Profile
Profile and Skills:
1. Multiple years of experience in managing and developing larger teams and driving business performance in a client-facing environment such as retail or hospitality.
2. Demonstrated understanding of the luxury industry and client experience.
3. You thrive in a fast-paced, demanding environment and can maintain a high level of energy throughout the day both for yourself and others.
4. Strong interpersonal skills, excellent team player, and effective communicator.
5. Strong animation and presentation skills - ability to animate workshops and presentations in front of larger audiences in an inspiring and effective way.
6. Strong training and advanced coaching skills, effective and inspiring communicator.
7. Exceptional sense of ownership and strong work ethic.
8. Fluent in French and English are mandatory; additional relevant languages are a plus.
Louis Vuitton respects and promotes equal opportunity. We celebrate and welcome the uniqueness of each employee and are committed to creating an inclusive work environment.
Location: Hong Kong SAR, Hong Kong Island, Hong Kong SAR
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