In store clienteling specialist - George V

MISSION OF THE ROLE

As In Store Clienteling Specialist, you will be responsible to support the Store Manager in implementing the retail strategy by training, monitoring and coaching the boutique team in order to meet the Company business target and in order to guarantee an outstanding customer experience.

MAIN RESPONSIBILITIES

• Review weekly CRM analysis with SM and identify weekly projects, action, and recovery plans
• Review weekly CRM KPIs by CA and work with CA's to develop monthly action plans, weekly reviews, daily activities. Recap takeaways and report on actual results vs outreach plan/targets
• Ensure each employee achieves the outreach and sales goals set by the Company each year/month
• Leverage client database to drive business and define client database on a local level
• Coordinate communication monthly/weekly calendar of Z2C activities for each CA and monitor execution and quality daily
• Provide support for client appointments (At Home/in-store/virtual)
• Analyze average spend by CA; partner with SM/ASM to strategize and support CAs on how to drive higher spend
• Recruit New Potential Zegna Friends (PZF) within and outside of the store
• Propose SM a service follow-up on all PZF client interactions and action plans
• Partner with SM/ASM in order to ensure 100% training completion within deadlines
• Review all Z2C notes to:

• Provide feedback to SM to ensure quality and provide action and recovery plans
• Identify delighting opportunities and brief corporate delighting team on specific needs
• Provide feedback to the SCA based on the CRM function guidelines

• Develop email content and look casts as needed and based on the CRM function guidelines. Look cast support weekly.
• Identify high potential clients and partner with SM and CA to develop delighting initiatives; maintain gifting tracker; track ROI and client activations
• Provide support for MTM (in store) to ensure optimal execution
  • Ensure follow-up calls to confirm appointments
  • Follow up on cancelled appointments
  • Follow up on order

• Be an ambassador on the floor and support SM/ASM in leading by example on all clientele aspects
• Focus on prospect conversion using all available assets
• Support SM and Corporate function in organizing local events and monitoring and tracking the ROI

PARTNERSHIPS

Internal: Marketing, CRM, MTM in store specialist
External: Customers, Suppliers

BACKGROUND AND PRINCIPAL SKILLS REQUIRED FOR THE POSITION

Selling, Product Knowledge, Policy and Compliance [Styling / Storytelling / Clienteling]
In-Store experience, Hospitality/Luxury backgrounds is a must
Languages : French, English