In-store Clienteling & Events Manager - Flagship Champs-Elysées F/M chez Moncler

The Maison Moncler is currently offering an unique opportunity as Clienteling & in-store events Manager to join our biggest flagship worldwide located in Avenue des Champs-Elysées in Paris.

Your Impact

Position Overview

The Clienteling Manager is responsible for partnering with the Store Director of Champs-Elysées Flagship to create a clienteling culture and drive client growth in our Flagship. He/she helps to plan and execute client initiatives for each client’s before, during and after service activities.

The Clienteling Manager supports the Client Advisors and the Store Management team with CRM, Special Events, Client Development activities that are aligned with corporate strategies and ensures proper follow-up is conducted by each Client Advisor with his/her clients.

Responsibilities

Client Planning activities

• Proactively touch base and communicate with the Store director to develop weekly, monthly, quarterly, yearly client planning and team activities and targets accordingly
• Ensure store teams (from Managers to Client Advisors) are all aligned on the different client initiatives and actions to take

CRM Initiatives

• Be the point person to ensure all team members understand the importance of our CRM system and how to use the tool
• Ensure properly, timely and meaningful follow-up of all new clients
• Guarantee the outreach of our clients with the aim of building relationship and achieving repeat sales

Client Development

• Meet with each Client Advisor on a frequent basis to ensure personalized and relevant outreaches.
• Coach Client Advisors to optimize their clienteling performance
• Ensure each Client Advisor is hosting personal appointments on the required frequency and provide coaching to help with appointment preparation

Client Data & KPIs

• Ensure client information is correctly captured and entered into our systems
• Outline and distribute client goals in line with corporate CRM KPIs and ensure each sales associate is achieving them through proactive client planning
• Daily/Weekly review the CRM KPIs report to evaluate boutique and Client Advisors’ client performance, identify trends and develop client action plans to drive results

In-store Events

• In partnership with the HQ Clienteling team define a yearly clienteling/event calendar forecasting a dedicated budget and targeting all client segments to increase store traffic, sales and brand awareness and strengthen client relationships.
• Propose new animations and event formats within brand heritage and Corporate directions
• Work with HQ Client Events team to define client targeting and management of events to ensure high level of attendance and high standard of execution for all projects
• With the support of HQ, plan and execute all events in-store coordinating all details including guests lists, confirmation follow up, external suppliers, event operations…
• Share with HQ the post-event results & feedback for all events or store animations
• Manage the database to optimize customer targeting

Hosting clients

• Ensure proper welcoming for every client entering the store
• Support the overall client experience in the store.
• Ensure follow-up with clients is done consistently to meet Mystery Shop result targets

Store and team Management

• Assist the Management team with various store operation duties as needed, including opening and closing of boutique
• Be part of the floor Management and ensure smooth flows in the store

Qualifications

QUALIFICATIONS:

• Significant experience years either as Guest Relations Manager, Concierge or related roles within Luxury Hospitality or CRM/Clienteling in-store responsibilities, Privat Clients Relashionships Development or related field acquired in the Luxury Retail industries
• Excellent & sophisticated communication skills in English and French is mandatory for this role
• Strong analytical skills to translate KPIs into actionable insights
• Focused on customer satisfaction by continuously improving services, processes, collaborative capabilities
• Strong Business sense & People skills
• Team player with strong coaching and leadership skills
• A confident communicator capable of inspiring collaboration and excitement around the topic in the Store
• High attention to detail & ability to manage multiple tasks and responsibilities in a fast-paced environment
• Excellent command of Microsoft Office Suite