Client Development Manager

Position

The Client Development manager will be responsible for managing and driving clienteling strategies within Korea. She/he will partner with Global Client Development 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, Retail Excellence, 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

Client Development Strategies & Platforms

• 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 Private Client High Jewelry team to communicate clienteling KPIs and align market activities to meet and exceed established goals. 
• Set yearly clienteling goals and ensure follow up of key KPIs through actionable dashboard/ reports.  
• Partner with global client development team to manage and refine the retail clienteling program and establish KPIs. 
• Identify and develop high-potential clients, raising Korea’s overall retention and liaise with Private Client High Jewelry team to maximize client opportunities for all special events and generate key learnings. 
• Work with retailers to leverage on multi-channel communications to increase traffics. 
• Work with global digital client omni-channel team and IT to provide business insights and deploy clienteling platforms’ new functionalities to the stores. 
• Be a subject matter expert on Korea data privacy laws and work to increase customer data capture necessary to support clienteling activities. 
• Manage client correspondence needs in partnership with PCHJ and retail operation team and partner with regional DCO team to collaborate 1 to many clients’ communication. 

CRM & Analytics

• Conduct useful client analysis that will allow Tiffany 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. 

Communication & Training

• 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. 
• Roll out client development ambassador program to enhance the client development culture in stores. 
• 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.

 

Required

• 10+ years’ experience in CE / CRM / Clienteling in the luxury retail or hospitality
• 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
   

Preferred

• Working experience in global organization
• Familiarity with Salesforce Client Cloud and PowerBI is a plus