MAIN PURPOSE:
The Client Activation Manager sets the client activation strategy in Japan with the objective to permanently grow sustainable business through one-to-one client engagement with existing clients, providing memorable experience through boutique programming for raising loyalty and recurring sales, client satisfaction, and new client development for local, diaspora, and inbound clients. He/She supports all client-facing teams including boutiques, CS, CRC and Retail Partners in developing long-term valuable one-to-one relationships with their clients by identifying the business challenges of each Boutique, POS, etc. and offering them possible solutions. He/She leads and improves existing plans such as clienteling, VIP programs, partnerships, client treatment and gifting plans. Until the implementation of the new Cartier Luxury New Retail program, the Clienteling Manager is responsible of the implementation /animation/enhancement of the Clienteling tool within the Salesforce ecosystem and the deployment of systems and assets to support sales associates in their one-to-one communications with clients.
KEY RESPONSIBILITIES:
Clienteling
- Lead and manage clienteling year 1 actions based on the set strategy in collaboration with the Clienteling Year 1 project team and other departments.
- In collaboration with the Client Performance team, improve data extraction, data analysis, and create dashboards in PBI and support boutique management.
- Teams-up with Training team to animate a clienteling community and craft clienteling programs per boutique.
- Leads the improvement and ensure the efficient use of the existing Clienteling tool in Japan in collaboration with the digital team.
- Proactively request enhancements of myClients with new local relevant features.
- Manage to create specific contents for myClients (templates, visuals, storytelling, etc.).
- Manages the existing GOAL program (loyalty development) and work on the development and implementation of a new, more powerful loyalty program.
- Shares information related to Clienteling systems with boutiques.
- Monitors and communicates results of all Clienteling activities (Looker reports, PBI reports, etc.).
Client treatment plans & tools (Gifting, Client treatment and Edition)
- Leads the overall Client Treatment strategy across departments.
- Creates customized client treatment plans (events, activities, etc.) both to recruit new clients and to support sales associates in treating existing clients.
- Strengthens each SA’s individual relationships through gifting and client treatment plans: develop specific programs to treat ALL Cartier Japan Client categories with meaningful gifts to increase client satisfaction and loyalty to the Maison.
- Leads with team members and coordinates with HQ all steps of the local gifting program: from original design to budget and give-away guidelines.
- Leads the digital transformation of all the edition tools with the support and cooperation of HQ and local teams.
- Keeps reducing operations by empowering boutiques Qs even further and providing them user-friendly tools.
- Monitors and communicates results of the activities.
Inbound business development
- Conduct research on inbound within the Maison and market, and develop inbound business development strategy and identify and execute most effective action plans.
- Define exclusive recruitment and loyalty action plans to local diaspora or Chinese tourists
- Manage an “Inbound Community” with the local multilingual sales associates, in order to establish transparent and positive coordination and to leverage resources
- Create frequent training and sharing sessions to develop the skills of our Chinese speaking staff community
Inbound business development
- Develops B2B local partnerships to recruit new clients;
- Crafts and implements actions plans to develop Clients’ loyalty towards the Maison, especially on new clients;
- Investigates and develop with other departments new ways to reach new clients through different touch points;
Manages 1 team member and 2 temporary staffs (this may change according to the team organization plans):
- Manages the team members on their missions;
- Supports the team members on their development needs and Professional & Career Aspirations.
EXPERIENCE/SKILLS/CHARACTER:
- Working experience over 5 years in the client facing fields such as retail/sales, hospitality or service industry, preferably in the luxury industry
- Client analytical skills preferred
- Take ownership and take initiative
- Strong driving skills to move projects forward
- Continuously test and improve from learnings, curiosity mind and research skill
- Great sensitivity to clients’ needs & aspirations; high-end clients’ needs
- Capacity to manage several projects and tasks simultaneously
- Excellent communication skills in English and Japanese is a must, Chinese preferred
- Attention to details
- Team player, collaborative mindset
- Positive mindset
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