Senior Manager, Client Engagement

INTRODUCTION

Founded in 1856 by Thomas Burberry, Burberry is a global luxury brand with a distinctly British attitude. We are a global business with an extensive network of both owned and franchised stores across EMEIA, Asia Pacific and Americas. We are digital pioneers, and innovative technology underpins every aspect of our business, from product design to distribution and marketing. We believe that modern luxury means being socially and environmentally responsible; this mindset is core to our business and key to our long-term success.

JOB PURPOSE

This role's key purpose is to drive the Client Engagement performance in the West Coast region, for both client retention, re-activation and acquisition objectives. This role will act as central regional coordinator of resources and key stake holders with the aim to plan and implement a consistent and commercially impactful customer strategy, aligned with the global strategy.

RESPONSIBILITIES

CLIENT ENGAGEMENT PERFORMANCE
• Define regional retention targets for the West Coast region and for individual stores
• Report on market performance and customer retention strategy plans, providing insight to unlock specific opportunities by store and client segment
• Work with retail network on strategy and execution of customer plans to reach top client growth objectives

CUSTOMER STRATEGY AND EXECUTION
• In line with the Global and Regional Strategy, develop yearly, quarterly and monthly regional plans to be executed through Retail network
• Communicate to regional retail management and store managers key CRM focuses and actions
• Interpret on a monthly basis key top customers retention opportunities and define appropriate action plans
• In partnership with the store managers, define the regional value proposition that would maximise the overall contact strategy, including retail animations, client development plans
• Plan and execute in store and out of store local experiences with the goal to retain top clients and increase loyalty with the Brand
• Research and negotiate local opportunities to partner with personal shoppers/stylists, local charities and other targeted and qualitiative groups
• Set Client Engagement Budget and monitor ROI
• In partnership with Training, define a holistic Client Engagement training plan, looking at on-boarding, ongoing support and ad hoc training
• In partnership with Corporate Client Engagement team and Retail Operations, ensure all stores receive and are able to use all CRM tools

PERSONAL PROFILE

QUALIFICATION
• 8-10 years work experience minimum, preferably with experience in Client Engagement Role
• Experience in hosting clients in a Luxury environment
• Solid Retail Experience preferred
• Deep knowledge of local market
• Strong Analytical Skills
• CRM tools experience
• Project Management Experience

BEHAVIOURS
• Great communicator with leadership and Influencing skills
• Team Player
• Business Acumen
• Elevated presence
• Ability to host HNWI