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Client Engagement Coordinator

Employer
Burberry
Location
Hong Kong, Hong Kong
Closing date
20 Mar 2023

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Job Details

Job Purpose

Supporting the local HKMO team, this role's key purpose is to support the Client Engagement Manager in execution of all programs and initiatives in the area of customer retention, new client acquisition, client appointment, prospecting, ROI across Client Engagement events. He/she will also provide assistance in the co-ordination of Client Engagement plans and resources between different markets.

Key Responsibilities

CLIENT ENGAGEMENT STRATEGY
  • Assist Client Engagement Team in execution, follow up and monitoring global and regional client strategy and plans
  • Participate in the development of communication and training material on CVM initiatives for retail teams
  • Pro-active in proposing, creating and executing actions that drives the key CVM KPI (Elite growth)

CLIENT DATA, OUTREACH & REPORTING
  • Work with Client Engagement Team and Retail to elevate quality of data capture, with a view to enhancing retention and client prospecting
  • Based on the commercial calendar to develop client communication and outreach plan
  • Design and compile regular CVM reports, conduct KPI performance analysis and propose recommendations for Client Engagement Team to optimise and enhance actions

CLIENT RETENTION TOOLS, EXPERIENCES & GIFTING ACTIVITIES
  • Assist Client Engagement Manager in rollout and implementation of corporate CVM tools and programs
  • Manage and maintain ongoing experiences and gifting offers to drive brand loyalty and retention
  • Develop and enhance SAP specific tools and programs to improve client communication, experience and retention
  • Working in partnership with Retail Operations & Training teams to ensure all stores receive and are able to use all CVM tools
  • Co-ordinate feedback from stores and follow up on enquiries and issues that may arise from CVM tools usage

OPERATIONS & ADMINISTRATION

  • Maintain orderly records of all initiatives, events and projects
  • Co-ordinate invoice and payment between external vendors and Finance Team
  • Assist Client Engagement Manager to ensure operational regional compliance of CRM activities for the region

Qualifications, Skills, Experience Required

  • 2-3 year minimum experience in Client Engagement Role
  • Strong Analytical Skills
  • CRM tools experience
  • Project Management Experience
  • Retail Experience preferred

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