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Assistant Client Experience Manager

4 months ago

Bangkok, Thailand Richemont Full time

As a member of Cartier Client Department, the Client Experience Assistant Manager will actively lead and implement action plans to improve client relationship, retention, and satisfaction.

 

He / She will be in charge of:                                                                                                           

  • Working closely with many and varied colleagues and stakeholders to ensure Cartier clients are at the heart of everything we do
  • Elevating Client Experience across all channels and touchpoints of the client’s journey, with meaningful and memorable activations
  • Maintaining a high level of Client Satisfaction in order to support the strategic ambition that is to develop long-term loyalty of local clients with the Maison
  • The delivery and monitoring of Service Excellence across all channels

 

KEY RESPONSABILITES Elaboration of the local client strategy
  • Work in close cooperation with boutiques and other departments, and participate in the definition and execution of the 360º client loyalty program to develop long-term client retention
  • Analyze and monitor client KPIs and work closely with client team in order to define targeted and strategic approach per each client segment
  • Follow-up of the competition landscape collecting insights from clients, boutiques and studies to nourish action plans
  • Manage, forecast and follow-up Client Treatment budget in 3 years basis

 

Elevate Client Experience in Cartier Thailand

 

  • Deliver customer-centric experiences across all channels in accordance to the different client typology and their specificities
  • Drive additional synergies across Communications & CRM & Client Service & E-commerce to offer a highly qualitative & consistent Omni-channel Client Experience
  • Define and roll-out the local Client Activation strategy: activations during key festive periods, in-boutique experiences, 1:1 treatment plan and gifting plans
  • Lead concierge partnership activities including treatments and booking requests from boutique teams
  • Manage the order, deployment, and usage of centrally developed gifts, as well as local gifts
  • Manage clienteling application ‘MyClients’, monitor usage, and conduct in-boutique trainings
Support High-End Business and client development
  • Work with HJ team to identify individualized treatments tailored to each HE client segmentation
  • Manage the organization of client treatments for local and international High Jewellery events
  • Lead hospitality services for local High Jewellery events
  • Work with Commercial, HJ and Sales Associates in building VIP portfolio

 

 

QUALIFICATIONS

 

Education

Bachelor’s degree required

 

Required experience:

At least 5-year experience in luxury/high-end goods industry, or relevant experience in event management, customer service or hospitality

 

Technical skills / abilities:

  • Excellent in computer skills (MS Office)
  • Excellent in Thai and English
  • Data analysis, SAP is a plus

 

Personal skills

  • Demonstrate high attention to detail and a deep understanding of luxury standards
  • Self-starter with excellent communication and negotiation skills
  • Proactive, creative/innovative with a continuous improvement approach, and customer oriented
  • Project management skills, and multi-tasking capabilities
  • Results oriented, assertive, ability to adapt quickly
  • Networker and connection builder for unique venues, F&B partners, artist...

 

 

PERSONAL DATA COLLECTION STATEMENT

We, Richemont Luxury (Thailand) Limited (“Richemont”), will collect and process your résumé, curriculum vitae or other personal information such as name, email address, postal address, telephone number and other information regarding yourself, your past employment and/or your education (hereinafter referred to as “Personal Data”) for the purposes related to the evaluation of your application and recruitment process as well as to contact and correspond with you to respond to such applications (“Purposes”). Failure to provide such Personal Data may affect our processing and evaluation of your application.

All information provided by you will be used for the Purposes only. If your application is unsuccessful, we will keep your Personal Data for a period of 1 year and will destroy it after such period.

Your Personal Data may be provided to our Group and any subsidiary company of our Group, and/or any internal/external trusted service providers in Thailand and outside of Thailand authorized to process the information for the Purposes.

If you provide the personal data of any third partis to Richemont (including, for example, your previous employer), you agree that you have obtained their authorisation for Richemont to use the information for the Purposes.