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BALENCIAGA Omnichanel Client Engagement Manager Europe

Balenciaga - Regular
- France

Directly reporting to the Retail Director, you will deploy the Client Engagement strategy, the Balenciaga Omnichannel Client journeys across stores and Client Service at Continental Europe level. Constantly liaising with HQ, you will support store teams by emphasizing a strong client-oriented mindset and implementing Omnichannel Client Engagement activities, tools and processes to enhance client satisfaction and loyalty, in line with Balenciaga standards and strategic client engagement goals.

Build holistic Client Knowledge and manage client data, analysis and insights

  • Ensure in-store data collection steps are properly implemented
  • Perform continuous data quality activities (deduplication and merging)
  • Analyze store monthly client KPIs and follow-up with Store Directors
  • Ensure teams understand client KPIs/segmentation and set-up targets
  • Run specific ad hoc analysis to set-up specific actions to support the business
  • Track and measure the quantitative/qualitative impact of all actions/events. Share it with HQ.

Implement Omnichannel Client Engagement strategy in-store

  • Ensure all client actions are integrated in the Balenciaga Omnichannel Client journeys
  • Ensure teams develop a privileged relationship with clients and communicate with them in the most relevant way
  • Train the teams on all clienteling programs (welcome, prospect…), events and digital tools (SA Clienteling app, Digital Client Card) to support the integration of the Omnichannel Client Journeys
  • Ensure teams leverage all omnichannel services and Client Service to offer a seamless experience to clients
  • Animate store Clienteling Ambassador community by sharing best practices and success stories from other regions/stores to build clienteling mindset

Define Client action plan per store with targeted actions (ex. product launch, store openings…)

  • In collaboration with Retail Manager / Store Director, define Client Action Plan (event, one-to-one, newsletter…), select the target (listing extraction and client selection), invitation type (paper/digital), coordinate with suppliers, store teams and Buying/VM team. Ensure the event is in line with Balenciaga image and standards
  • Check and validate global newsletters, submit local requests to HQ (ex. store opening)

Implement VIC strategy and execution

  • Build in strong collaboration with store teams, a privileged relationship with clients and follow-up on requests
  • Liaise with HQ on VIC strategy and execution (profile, actions, monitoring)

PROFILE REQUIREMENTS

  • 7-10 years’ experience in Client Engagement, CRM, events or other similar positions in luxury retail/fashion industry
  • Strong training skills and able to conceive and drive messages and projects forward
  • Business oriented, numerate and confident in managing database/figures, and conducting data analysis
  • High understanding of luxury environment & highly client oriented
  • Excellent skills in Excel/Power Point is a must and overall strong computer skills
  • Strong planning and organization skills, fluency in English is a must

  • Full time
  • Europe
  • France
Postuler

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