Senior Manager, Client Engagement

INTRODUCTION

At Burberry, we believe creativity opens spaces. Our purpose is to unlock the power of imagination to push boundaries and open new possibilities for our people, our customers and our communities. This is the core belief that has guided Burberry since it was founded in 1856 and is central to how we operate as a company today.

We aim to provide an environment for creative minds from different backgrounds to thrive, bringing a wide range of skills and experiences to everything we do. As a purposeful, values-driven brand, we are committed to being a force for good in the world as well, creating the next generation of sustainable luxury for customers, driving industry change and championing our communities.

JOB PURPOSE

This role's key purpose is to drive the Client Engagement performance in the South East 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. This position is remote and based out of Miami, Florida.

CLIENT ENGAGEMENT PERFORMANCE

• Define regional retention targets for the South East 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 objective s

RESPONSIBILITIES

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

CONNECTING WITH OTHERS

Client Engagement Corporate and Regional teams, Customer Insight, Training, Marketing/events, Retail Operations, VM, Merchandising

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

MEASURES OF SUCCESS

• Client Engagement performance, KPI targets
• Solid and globally aligned Customer Retention Plans
• Consistent and Elevated Luxury Experiences and Retail Execution
• Targeted client acquisition programs

FOOTER

Burberry is an Equal Opportunities Employer and as such, treats all applications equally and recruits purely on the basis of skills and experience.

Posting Notes: USA || Florida (US-FL) || Miami || COMMERCIAL RESOURCES || AMERICAS - CLIENT AND CRM || n/a ||