Role Overview & Mandate
Executive Summary
Position Overview The VIC Manager is responsible for Clienteling for the region, working closely with the...
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Position Overview
This, by coaching and following up with Team Managers and Client Advisors, in setting and achieving challenging objectives for each of the steps in the clienteling process: data capture, contactability, prospecting, client outreach, appointments, and top tier client engagement and retention.
Essential Duties & Responsibilities
- Launch and lead the execution of VIC Development initiatives in store
o Implement and develop a clienteling mindset among Team Managers by constantly promoting the clienteling activity
o Make sure that all the global clienteling initiatives and tools are implemented, understood and followed by all Sales Associates closely with KPI objectives for result checking.
o Ensure the successful adoption of the Clienteling app among the store management and the Sales Associates
o Proactively develop and implement in-store programs to stimulate clienteling awareness
o Work closely with Store Management and Sales Associates to select the right client profiles for local and global client activations in-store and off-site
o Achieve the local clienteling KPI targets (data capture, client outreach, personal appointments, retention…)
o Be an ambassador on the floor and lead by example on all clienteling aspects from welcoming clients to entertaining clients during in-store and off-site events
- Recruit New potential VICs within and outside of the store
o Focus on prospect conversion using all available assets
o Provide training, motivation and coaching to sales staff to upgrade their ability to create and develop strong relations with clients
o Proactively network to identify new business opportunities
o Recruit and acquire new clients, delivering a personalized and extraordinary experience
- Retain and develop the existing VIC portfolio
o Constantly monitor and coach Sales Associates on data collection to enrich the data base
o Highlight the importance of customer retention and being a service-centric leader through role play and morning briefings
o Proactively support to identify lasping clients and implement actions to re-engage with them.
o Manage the regional store empowerment budget to treat VICs and enhance the instore experience
- Develop Personal Appointments activities and quality of execution
o Stimulate SAs to prepare, execute and follow up Private Appointments.
o Help the team to deep-dive client profiles, behavior and preferences to personalize the experience
Experience, Skills & Knowledge
- 5+ Full strategic performance cycles of Retail experience
- Deep knowledge and understanding of Luxury Business, customers, competitors and products
- Previous people management experience
- Commercial awareness
- Ability to be pro-active and self-motivated
- Flexibility with hours to suit the business needs
- Excellent verbal and written communication skills. Ability to communicate down, across and up within the organization.
- Excellent time management skills with the ability to prioritize workloads to meet deadlines
- Basic knowledge of computer software (MS Word, MS Excel, MS PowerPoint, MS Outlook).
