Moncler In-store Clienteling & Events Manager - Flagship Champs-Elysées F/M
- Proactively touch base and communicate with the Store director to develop weekly, monthly, quarterly, yearly client planning and team activities and targets accordingly
- Ensure store teams (from Managers to Client Advisors) are all aligned on the different client initiatives and actions to take
- Be the point person to ensure all team members understand the importance of our CRM system and how to use the tool
- Ensure properly, timely and meaningful follow-up of all new clients
- Guarantee the outreach of our clients with the aim of building relationship and achieving repeat sales
- Meet with each Client Advisor on a frequent basis to ensure personalized and relevant outreaches.
- Coach Client Advisors to optimize their clienteling performance
- Ensure each Client Advisor is hosting personal appointments on the required frequency and provide coaching to help with appointment preparation
- Ensure client information is correctly captured and entered into our systems
- Outline and distribute client goals in line with corporate CRM KPIs and ensure each sales associate is achieving them through proactive client planning
- Daily/Weekly review the CRM KPIs report to evaluate boutique and Client Advisors' client performance, identify trends and develop client action plans to drive results
- In partnership with the HQ Clienteling team define a yearly clienteling/event calendar forecasting a dedicated budget and targeting all client segments to increase store traffic, sales and brand awareness and strengthen client relationships.
- Propose new animations and event formats within brand heritage and Corporate directions
- Work with HQ Client Events team to define client targeting and management of events to ensure high level of attendance and high standard of execution for all projects
- With the support of HQ, plan and execute all events in-store coordinating all details including guests lists, confirmation follow up, external suppliers, event operations...
- Share with HQ the post-event results & feedback for all events or store animations
- Manage the database to optimize customer targeting
- Ensure proper welcoming for every client entering the store
- Support the overall client experience in the store.
- Ensure follow-up with clients is done consistently to meet Mystery Shop result targets
- Assist the Management team with various store operation duties as needed, including opening and closing of boutique
- Be part of the floor Management and ensure smooth flows in the store
- Significant experience years either as Guest Relations Manager, Concierge or related roles within Luxury Hospitality or CRM/Clienteling in-store responsibilities, Privat Clients Relashionships Development or related field acquired in the Luxury Retail industries
- Excellent & sophisticated communication skills in English and French is mandatory for this role
- Strong analytical skills to translate KPIs into actionable insights
- Focused on customer satisfaction by continuously improving services, processes, collaborative capabilities
- Strong Business sense & People skills
- Team player with strong coaching and leadership skills
- A confident communicator capable of inspiring collaboration and excitement around the topic in the Store
- High attention to detail & ability to manage multiple tasks and responsibilities in a fast-paced environment
- Excellent command of Microsoft Office Suite
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