Alexander McQUEEN_Senior Client Performance & Engagement Manager Japan & South Korea

Job Title:                          Senior Client Performance & Engagement Manager Japan & South Korea

Line Manager:                   President Japan & South Korea

Location:                          Tokyo, Japan

Start date:                        ASAP

Alexander McQueen is a British luxury fashion house founded by Lee Alexander McQueen in 1992. In 2001, the house joined the Kering Group and, since December 2023, is under the creative direction of Seán McGirr.

Alexander McQueen is distinctive for an expression of individuality, subversive strength and raw power. With a design studio and atelier based in London, the house is known for uncompromising quality and creative vision.

At Alexander McQueen, we live and breathe a culture defined by our key Behaviours:

• Empowerment – We empower our team and peers, providing unwavering support to ensure everyone can thrive; this means giving support to your team and those you are working with to succeed.
• Teamwork – We put an emphasis on Teamwork; this means working together as a collective to achieve shared goals.
• Respect – We value respect, treating everyone with dignity and showing genuine appreciation for their efforts: this means treating everyone equally.
• Kindness – We believe kindness is integral to everything we do; this means demonstrating compassion and empathy towards others. 

ROLE

The purpose of this role is to lead the development and execution of a client strategy across our directly operated network in Japan and Korea to enable its success in driving sales and advance our teams’ capabilities to engage with our clients. This role will work in close cooperation with the Global and Regional teams.

MAIN RESPONSIBILITIES

CLIENT PERFORMANCE

In collaboration with the McQueen HQ Teams to produce high quality client insights to inform business decisions and tweak client strategies as necessary for different stakeholders (stores and top management).

Translate findings into actionable recommendations and identify opportunities to optimize business performance and client development.

Deliver presentations to retail teams on the ground as well as senior audiences.

Manage internal distribution of analyses and reports to the relevant stakeholders.

CLIENT DEVELOPMENT & STRATEGY

Drive client development behaviours in the network influenced by data and insights.

Define clear objectives and measures of success using appropriate KPIs to ensure alignment Lead the JP & KR client engagement teams to ensure synergies among processes and ways of working and improve collaboration across all commercial pillars.

Animate all channels of the retail and client engagement community to foster a common client vision, shared objectives, and accountability.

Understand and remove any barriers to executing the client strategy.

Partner with the Training team to implement specific learning paths to reinforce behaviours in clienteling

CLIENTELING TOOLS

Incorporate a deep understanding of the store environment and ensure the tools developed meet the needs of the retail force.

Collaborate with McQueen HQ to ensure that data is collected and stored in a way that is legally compliant and can be used effectively and securely in marketing communications.

Ensure we have a unified client data model across all channels.

PROFILE

6 - 8 years of experience in client relationship management or client strategy, preferably from the luxury fashion or hospitality industry

Highly numerate and analytical

Proven experience of consolidating and analysing data and presenting findings in a clear, digestible manner

Passionate advocate for CRM, keeping those around them focused on driving success.

Excellent attention to detail and takes pride in accuracy, even when working under pressure.

Ability to communicate effectively across all levels of an organization.

Strong verbal and written communication skills and excellent organizational skills

Master’s degree in a related discipline (Business Administration, Economics, Marketing)

Managing resources

Fluent in English and Japanese