The Clienteling Manager assists the Store Manager in achieving the CRM / Clienteling KPI coaching the sales team on clienteling and follow up techniques.
He works closely to Store Management and Regional Clienteling Manager to achieve Clienteling / CRM goals and to strength a client-
centric culture among the team. Stimulate each Sales Associate to prepare, execute and follow up client engagement, with focus on On-
to-One retention plan, coordinating calendar and results. Help the team to deep dive client profile, behavior and preferences to personalize the experience, leveraging on the WTW practice, VIP room setting (where available) and hospitality role for amenities and concierge services.
Animate & motivate the team throughout a well-organized and efficient communicationEnsure the comprehension of the clienteling KPIs, monitor the performances and implement action plans to improve them.
Work closely to SM and develop action plans aimed to improve the Service Excellence in store
Ensure the efficient use of all clienteling toolsDefine action plan aimed to the full success of clienteling activities and awareness
Highlight the importance of customer retention and being a service centric destination through role play and morning briefingProactively support the SA to build relationship and gain customer understanding to facilitate future return visitsInspire SAs to implement initiatives personalized on client interests and profile
going clienteling activity development.Establishment of partnerships with local partners of interest (Luxury Hotels, Concierge Services, Embassies, etc.)
Help the team to deep dive client profile, behavior and preferences to personalize the experience, leveraging on the WTW practice, VIP room setting (were available) and hospitality role for amenities and concierge services.
Assist SA when selecting clients, deep dive into information to prepare and execute OTO appointments leveraging on VIP room, product and hospitality guidelines Partner with Department Manager to plan and execute different product launching event and work on OTO planning to meet monthly targetwork with SA before each OTO to prepare a range of target products to present to clientsImplement annual client action plan for selected clusters of VIG according to corporate guidelines
LUXURY GOODS ITALIA S.P.A.