職務描述
Based in one of our stores, we require the In-Store Clienteling Specialist to work in close collaboration with fellow Clienteling professionals across Hong Kong’s corporate team and retail store network. The team strives to develop, deliver and drive the special client journeys and experiences, curating the most memorable moments. Through data-driven insights, the team derives and delivers clienteling strategies that excite our clients. We entrust each member of the In-Store Clienteling team to be brand ambassadors, embodying Louis Vuitton's values, vision and style in providing bespoke customer experiences.
Generate and implement innovative strategies to recruit new clients and develop lasting relationships with existing clients for your store. A key player to drive local clientele in store to ensure a strong local treatment and follow-up of our VICs. Lead by example to inspire and drive the store team to consistently adopt a client-focused mindset. In partnership with store management, ensure that we delight our clients with world-class, unique, luxurious experiences, every time.
1. EXCELLENT CLIENT EXPERIENCES: Ensuring your store's delivery of exceptional client experiences as the designated clienteling expert
• Active participation to deliver store's key events and animations
• Support in maintaining and becoming familiar with the store’s client profile book, including the engagement strategies for each stakeholder
• Deliver best-in-class client services on floor – ensuring highest standards in grooming, greeting, hosting, and communicating
• Help store teams to foster a clienteling mindset through knowledge and skill-sharing in internal workshops, morning briefings, etc.
2. PROACTIVE CLIENT DEVELOPMENT: Contributing to your store's business generation
• Through data analysis, store observations and qualitative client feedback, support in assessing current and client dynamics
• Help to monitor the store's current outreach program, appointments, client responsiveness and client experiences, then suggest ways to continuously elevate customer experiences
• Work with your Store Management to identify ways to capture new clients, upgrade existing clients and reactivate lapsed clients
• Build sound relations with relevant external suppliers and partners (e.g. florists, catering, food and beverage)
3. CORPORATE SYNERGY AND MARKET STRATEGY: Bridging relations and communications between the store and corporate Client Development team
• Translate global and regional Client Development strategies into the clienteling experiences in your store
• Help to update the store’s critical client data with quality, completeness and timeliness. Information and unlocked insights will be shared with the corporate Client Development team to aid in further business reviews
At least 2 years of luxury retail, hospitality or private client relations experience
Client-focused mindset, with high standards in demonstrating quality and excellence
Good knowledge of the luxury industry’s client segmentation and trends is preferable
Basic understanding of CRM concepts, best practices and data analysis preferable
Passion and genuine interest in luxury, fashion and lifestyle – including the Louis Vuitton brand and story
Confident in external-facing work; enjoys building strong connections with people
Presentable with the ability to confidently communicate to clients and staff of all levels
Detail-oriented with a curious, creative, proactive mindset
Understands the value of great teamwork
Fluent in English and Cantonese; proficiency in Mandarin also desirable
Basic mastery of Microsoft suite and reporting tools - including Excel, Word and PowerPoint. Experience in business analytics tools (e.g. PowerBI) is a bonus
