Head of Client Relations and Experience

Head of Client Relations & Experience

As a founding member of the FFORME team, the Head of Client Relations & Experience has the primary role of leading client relations and B2C personal shopping channel of distribution. The primary opportunity for this role is to create and drive the company’s client services standards; leading and developing a best-in-class client-centric team to provide a high-touch selling experience that aligns with the founding vision for the brand.

Objectives and Responsibilities

In this strategic role, the Head of Client Relations & Experience will implement selling strategies to ignite, develop and grow the business’ customer-facing function.

Direct oversight of sales targets & KPI’s, identifying growth opportunities and best practices, with full responsibility for performance against targets.

Uphold a client-centric focus and mindset of surpassing current B2C service expectations utilizing the FFORME digital flagship and private selling events.

Oversee cost-effectiveness, productivity, and the provision of customer support procedures that nurture continuous improvement.

Build strong internal and external relationships as well as regularly interact with our customers by attending and hosting events for the business. Playing an active role in building long-lasting relationships to build the inaugural client database.

In this capacity, the Head of Client Relations & Experience is tasked with establishing and overseeing the adoption of brand vision and values, which forms part of the work culture. You also play a mentorship role as the team grows, honing and developing the team’s professional skills.

Client development:

Create a competitive and successful end-to-end client experience of all client-related events.

Ensure every customer-facing person in the team understands the value of customer relationship building.

Evolve a network of key ambassadors to partner with on a series of small-scale, personal, and intimate shopping events and activities that focus on quality leads over quantity.

Develop supporting collateral and a follow-up customer journey to raise awareness of the brand and the service with potential leads (acquisition) and support subsequent follow-up through the customer-facing teams.

Assess and support the potential for true VIP client acquisition in the promotions and partnership opportunities presented by Marketing and PR.

Identify and drive potential niche partnerships targeted to an HNW audience.

Experience

At least 8 years of working experience within a luxury retail world in a sales position within a fast-paced and dynamic business environment.

Deep understanding of the global luxury consumer.

The candidate must have a proven ability to lead a sales team into a successful enhanced sales and revenue generation while displaying exceptional leadership skills and confidence.

A suitable candidate will also have experience evaluating product/market situations and analyzing raw data and information, transforming it into actionable sales strategies and approaches.

Must have exceptional and effective communication skills: this is especially important when communicating and tailoring messages in relation to our main audience, our customers. And absolutely necessary for drafting reports to the teams and the senior management. These skills must be excellent written and verbal.

You will be able to demonstrate excellent leadership skills, with the ability to motivate and inspire your team.

Numerate with strong computer literacy.