# Boutique Client Engagement Expert

**Company**: Chanel
**Experience**: senior
**Job type**: full-time
**Category**: Sales
**Industry**: Luxury Goods

**Apply**: https://cc.wd3.myworkdayjobs.com/en-US/ChanelCareers/job/Hong-Kong-SAR/Boutique-Client-Engagement-Expert_JOBREQ00117286?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_dd318612-9e0

## Description

The Boutique Client Engagement Expert plays a key role in driving client understanding and managing the client engagement action plan at Boutique level.

The successful candidate will support the Boutique Management and act as a bridge between Marketing / CEM team and Boutique staff, leveraging client intelligence to identify client potential for new client relationships, and to drive engagement opportunities with top clients to build long-term client relationships.

**Key Responsibilities:**

- Develop and execute the Boutique CEM strategy and action plan

- Contribute to boutique CEM action plan definition with Boutique Management and CEM team

- Ensure excellent execution of Local CEM with attention to detail at boutique level

- Provide recommendations, qualitative feedback, and key learnings on CEM actions

- Be the key contact person for CEM in boutique and primary communication channel between Marketing & Boutique

**Boutique Client Data - Intelligence & Analysis**

- Build FA skills and understanding of CEM, including in-depth knowledge of boutique client segmentation

- Drive qualitative understanding of clients and ensure updated and relevant information capture

- Analyze performance measurement reports at boutique level and provide qualitative feedback and key learnings on CEM actions

- Ensure client data capture rate and quality

**Clienteling - Support FAs from CEM mindset to portfolio management**

- Foster the CEM mindset among all staff

- Develop a client-centric approach as part of boutique & FA daily life execution

- Coach FAs to identify clients with potential and identify appropriate follow-up actions

- Close follow-up the clienteling performance of each FA and help adapt follow-up action plan to FA client portfolio

**Boutique Marketing Activities & Tools**

- Establish clear understanding of existing client communication activities and calendar

- Coordinate and validate targeted client lists for client communication tools, gifts, events, VIP trips etc.

- Support boutique and marketing teams during events in client targeting and feedback on client experience

- Give regular feedback on marketing communication tools and activities

- Proactively seek out information on competitors' CEM-related activities / events

**Client Service – Boutique action plan & follow-up**

- Follow-up, measure and ensure delivery of ultimate client experience in boutique

- Initiate optimization and launch of new services in boutique

- Partner with After Sales Service representative in boutique to ensure qualitative execution of after sales services to clients

**Person Specifications:**

- Secondary School Graduate, university graduate a plus

- At least 3 years boutique experience in luxury sector

- Experience working with client communication tools / events

- Project and team management experience, with office partnership being a plus

- Perfect understanding of Chanel culture and values

- Deep interest in relationships with clients, customer-service oriented

- Training and communication skills

- Analytical and organisational capabilities

- Comprehensive knowledge of CEM segmentation, database and client reporting

- Detail-oriented, with a dynamic / creativity mindset

## Skills

### Required
- CEM
- client relationship management
- marketing
- communication
- analytical skills

### Nice to have
- project management
- team management
- office partnership

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Source: [Apply at cc.wd3.myworkdayjobs.com](https://cc.wd3.myworkdayjobs.com/en-US/ChanelCareers/job/Hong-Kong-SAR/Boutique-Client-Engagement-Expert_JOBREQ00117286?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)