Client & Events Manager

The Oldest Fine Leather Goods House in the World
Founded in 1829 Delvaux is a truly Belgian fact it was even born before the Kingdom of Belgium which was only established one year later in 1830.

Created in Brussels by the innovative Charles Delvaux la Maison has remained at the forefront of luxury leather goods for nearly two centuries because of its savoir-faire uncompromising craftsmanship and the outstanding quality of its creations.

Delvaux Video & Responsibilities:

Reporting

• Analyze sales and revenue reports on weekly and monthly basis
• Monitor CRM action results by store and by individual staff.

• In charge of CRM tools and responsible for sending email blasts and generating call list according to boutique specific needs.

• Regular analytical analysis of competitors and the customer landscape to ensure the competitiveness of the CRMprogram
• Establish key performance indicators (KPIs) to measure the ROI of client development programs and provide regular performance updates to store leaders and senior management

Retail Events

• Innovate and propose activations of all scale leveraging market best practices data insights and your knowledge of market dynamics
• Understand different boutique CRM needs and develop specific activities suitable to their needsincluding acquisition conversion and retention

• Develop relationships with suppliers and vendors
• Managing retail event calendar planning and keeping related expense in-line with budget
• Advocate for a culture of personalization hospitality and client obsession across the retail network through retail events and in store activations

CRM Activity

• Work with Retail Teamto develop CRM strategy and customer loyalty program to meet companys objectives
• Share insights and business needs with the global CRM team proposing adjustments to continuously refine and improve the global strategy that can adopt to the region.

• Evaluation all CRM actions / program efficiency and propose changes
• Working closely with all departments to ensure the CRM works effectively for all aspects of the company.

• Overseeing direct communications with customers through the CRMprogram.

• Responsible to facilitate with store teams to build customer base by developing a strong rapport with VIP customers potential finding their particulars and meeting their requirements

• Proactively work and facilitate withdifferent partnersto generate new business opportunities partnerships and host events accordingly

• Develop and manage on-going email campaign strategy that includes segmentation of customer groups to optimize sales and retention

Client Experience

• Responsible to evaluate staff customer service level.

• Set objectives to each store according to their weaknesses.

• Lead sales team to develop actions to improve / maintain excellent results at Client experience program.

• Develop training program with Trainer/ Store in Chargeon customer service standards

• To proactively review and seek feedback from frontline staff and assist Retail manager to develop systematic staff coaching with store manager to monitor staffserviceperformance

Requirement

At least 3-5years of experience inluxury retail managementmanaging client servicing CRM tools and client relationship management.

• Proven project management skills with multiple stakeholders in fast paced organizations.

Outstanding communication and interpersonal abilities

Strong analytical skills experience in managing budgets and leveraging data to drive actionable insights tailored to performance.

Commercial awareness

Analytical mind and familiarity with data analysis principles

Comprehensive understanding of VIPs CRM and events operations

Customer oriented Ability to accurately profile and segment VIP clients effectively with good communication skills.

Creativity in finding ways to retain customers and ensure business growth

Multitasker with the can-do attitude and ability to produce results whilst working under pressure

Good team player and able to work independently

Good command in Chinese and English