Client Development Manager, Singapore

Reporting to the General Manager, you will lead the Client Development strategy for the Singapore.

You will guide and support the store team in engaging existing, recruiting, and building loyal and long-lasting relationships with clients through best-in-class clienteling actions. You will also have a person reporting to you functionally based in Malaysia.

1. Development and Training of the Team on Clienteling

• Support and guide the store team in all their clienteling activities, ensuring a balanced and appropriate focus on top, new and other Clients
• Propose action plans and related tools (events, opportunities for contact, templates for emails, phone contact, written cards, etc.)
• Share and encourage good practices within the store (thank you, correspondence, and birthday cards, clienteling action on product launches, lapsed Clients)
• Guarantee appropriate action is taken for a selected number of Clients, animate the monthly clienteling dashboard, with best practice and relevant information
• Keep the team informed of digital activities and encourage them to proactively use digital tools when appropriate in order to maximize Client benefit
• Ensure all Client Advisors are trained on and actively use clienteling tools with a specific focus on ICON and VOICE
• Ensure team follow-up on data collection

2. Support of Store Management to Drive Business through Clienteling

• Support the General Manager in setting reasonable yet challenging individual targets for Client repurchase
• Propose, organize and manage Client event activities, and manage the client development budget
• Propose creative and targeted actions for individual Clients and Client groups
• Propose, prepare and manage virtual bridges and exceptional experiences for VICs, in collaboration with the local PCR (where applicable).
• Provide qualitative feedback to Store and Country Management.

3. Client Insights & Analytics

• Work with Zone team in preparing regular reports and analysis to support the store management team in their clienteling objectives
• Facilitate the extraction and provision of relevant & critical clienteling / client related information and data to the team
• Provide deep-dive analysis of extracted data to aid in making informed business decisions through understanding client behavior/profiling and identifying potential gaps/opportunities
• Develop forward-looking analysis and forecast plans to facilitate proposal of actionable recommendations and to support implementation of clienteling actions

4. Oversee Events

• Develop an annual events calendar with General Manager and Store Managers
• Support with all local / in-store event activities (i.e. Pop Up Shows, Caravans, Key Commercial Events) including project management, budget management, logistics and coordination with third parties.
  • Work closely with Store Managers, Merchandising and VM teams on their Event Action Plan and support them with the right clienteling tools
  • Provide logistical support and coordination of all clienteling events and store animation
• Support and partner the Zone team in the coordination of all
  • Virtual Bridges
  • Key Regional / International High-End Events – i.e. selection of clients, consolidation of client details, preparation of itinerary, logistical arrangements, manpower deployment, etc.