Senior Manager, Client Engagement

Job description

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 Senior Client Engagement Manager will be responsible for managing and driving clienteling strategies within Japan. She/he will partner with APAC Client team and regional stakeholders to create the high-performance clienteling culture, capabilities and programs to inspire our retail teams to proactively build the strong 1 to 1 relationship with their clients, enhancing loyalty and revenue growth. She/he will report to Director of APAC Client Engagement, and partner with various global & regional cross-functional teams. She/he will use CRM insights to support commercial actions and develop retail store teams’ skills set to elevate and differentiate client engagement to increase client spend. RESPONSIBILITIES Build client strategies and define action plans to improve the recruitment and onboarding of new clients. Support stores for client development & acquisition initiative. Partner with retail team to increase business opportunities, drive client loyalty and increase client spend and purchase frequency. Work closely with retail team to communicate clienteling KPIs and align market activities to meet and exceed established goals. Identify and develop high-potential clients, raising Japan’s overall retention and liaise with retail team to maximize client opportunities for all special events and generate key learnings. Conduct useful client analysis that will allow Burberry Japan to create the client journey and reach the right clients for the right occasion. Define relevant initiatives to acquire new data and share the insights to retail team reviewing in-store activation and events to measure the ROI of each action. Manage the client database: ensure the accuracy and quality in data capture in the region. Set objectives on quantitative and qualitative data collection. Establish a framework for sharing clienteling updates and receiving the feedback from retail and store leadership team to enhance and prioritize clienteling activities. Create exciting communications and supporting materials that reinforce clienteling behaviors. Communicate campaign outreach with stores and partner with retail management team in the review and reporting of data analytics that measure and monitor success around client outreach and event activities. Support key product launches and holiday seasonal contents by providing clienteling tools to support in client outreach. (Tools include: Outreach template, targeted client lists etc.) recommendations and available communication vehicles. In partnership with retail learning, drive clienteling knowledge and soft skills. Regularly visit stores for in-store coaching. PERSONAL PROFILE Bachelor’s degree or equivalent 10+ years’ experience in CE / CRM / Clienteling in the luxury retail Native Japanese and business-level English (both written and spoken) Experience in producing / conducting high-level customer analysis and interpretation Effective communication skills with both management and retail store staffs Demonstrated ability to collaborate productively and ability to lead and influence in a team environment Agile and with an entrepreneurial spirit, finding innovative approaches and solutions to the challenges of this role Flexible, enthusiastic and motivated with the ability to quickly adapt and collaborative solutions in a rapidly changing and growing business Knowledge of retail and luxury market to drive sales through clienteling activities Excellent interpersonal skills with a thoughtful attitude Plan and implement programs; forecast and manage budgets, profitability and receivables for new and existing clients Actively participate in new business initiatives including taking a lead role in research and scoping of new business opportunities as requested. Generate new business from existing clients and new clients by developing programs, making credentials presentations, presenting program recommendations and pursuing new business leads Flawless attention to detail with a proven ability to manage full project lifecycles from brief to delivery and measurement Enthusiasm for strategic planning, creative ideation, new business development and long-term client partnerships A team player who can collaborate with a range of people to devise the best approach to the work in hand and bring your team along with you throughout the journey Strong project management skills, with the ability to manage multiple projects simultaneously MEASURES OF SUCCESS FOOTER