GUCCI (Senior) Client Experience Manager, South Asia & Pacific

Key Accountabilities:

Development and Management of Client Engagement Events and Experiences

• Define high impact, format of client events and experiences in-store and offsite, catered to different tiers of clients, leveraging on the global brand, client and  local commercial calendars

• Develop and effectively share guidelines with the local markets, to support execution of the different formats, ensuring high quality of client experiences and adherence to the overall brand guidelines and codes

• Drive the management of these events and experiences together with local markets ensuring that all opportunities and creativity are maximised

• Manage sample sets for activation set ups, manage digital and Luce catalogues as required to enhance the client experience during activations

• Ensure that the team delivers impeccable pre and post purchase and follow up actions/ after activations or brand experience

Plan the recruitment of New Customers and strong network

• Plan for external opportunities to develop the stores network of top segment clients and identify best practices from across the luxury industry

• Identify and implement roadmap with local market Customer Engagement manager and Store teams

• Foster third party collaborations for client network expansion via partnerships with sport, wellness, finance, art, society, real estate, luxury cars and philanthropic institutes

Project Management

• Prepare event briefs for agencies and artists, ensure that all aspects are approved prior to roll out

• Collaborate closely with Merchandising & VM, Finance, Procurement, Retail & Training team in executing key client initiatives/projects.

• Manage directly budget and agency management for larger projects

Management of Event & Experience Budgets & Profitability

• Work with local team to ensure target setting is higher than previous year (target by country and event type)

• Drive objectives of each activation ensuring maximum ROI generation, high average spending per appointment and maximising client targeting effectively

• Ensure profitability by event is in line with targets, budget is in line with allocations, costs to be reviewed and negotiated

Reporting

• Monitor performance, prepare weekly and monthly reports, provide feedback and utilise qualitative and quantitative results to improve execution, formats and client experience

• Analyse competitor / market trends and needs on a monthly basis, provide feedback for future opportunities

Requirements

• Degree in Marketing, retail or related discipline

• At least 10 years of relevant experience in the luxury fashion industry

• Proven track record in managing events and experiences for luxury clientele

• Ability to plan and implement in store client activations

• Able to multi-task, manage tight timelines, work over the weekend and travel when required

• Disciplined, well-presented with excellent communication, interpersonal and organizational skills

• Highly driven and enjoy working in a fast-paced and challenging environment

• Attention to detail and good understanding of luxury clienteling

• Highly competent in MS Office applications

• Resourceful, results oriented and a good team player