Job Description
Reporting directly to the EMEIA Client Engagement Director the Middle East & India Client Engagement Manager is responsible for the development and implementation of the strategy within the sub region.
MAIN ACTIVITES & RESPONSABILITIES
Work closely with the EMEIA CE Director to develop the sub-regional strategy leveraging on the different levers at their disposal:
- Define the Client Engagement strategy for the sub region, working with a seasonal approach and a 360 view
- Partner with key stakeholders across the sub region – Merchandising, Retail, Marketing, Operations – to ensure a 360 holistic approach.
- Work closely with the VP or Retail for the region to ensure alignment and support in reaching business objectives.
CLIENTELING
- Support the design of clienteling processes at sub regional level, ensuring proper implementation and consistency of approach, supervise and promote the correct use of all clienteling tools in store.
- Implement CA’s Clienteling culture training program and Team Managers coaching program.
- Develop and implement Clienteling store tools: outreach pack, weekly and monthly reporting, RWorld
- Support stores in their daily client engagement activities ensuring proper approach and supporting them in reaching their client KPIs.
- Oversee the sub regional personal shopping business and be proactive in building partnerships with connectors and agencies
- Cascade the regional CE seasonal strategies, ensuring all local needs are taken into consideration when building the plan
EVENTS AND CUSTOMER EXPERIENCES
- Work closely with the EMEIA CE Director to define the event strategy and priorities within the region on a seasonal basis
- Plan and execute the events calendar following global guidelines while also be proactive in defining key regional needs
- Analyze and review the effectiveness of the event through clear reporting process with all the team members involved in the event, with a focus on continuous improvement
- Define and manage the events process and lead both internal and external stakeholders
- Define the yearly events budget and follow up in terms of estimation, admin process and agencies
- Partner with the regional marketing team to develop event concepts based upon regional needs
PERSONAL PROFILE & SKILLS
- Strong project management skills: planning, organization and execution support
- Strong presentation skills.
- Proven track record of independent working and self management.
- Commercial awareness
- Proactive attitude and eager to embark and be part of a change
- Team player: lead by example in driving stakeholders and team to work together
- Microsoft office literate (to a high level)
- Experience in the Middle East market is a plus
