Boutique Client Engagement Expert

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