SAINT LAURENT Client Engagement Manager, South East Asia Oceania

ROLE

The purpose of this role is to drive and implement Client Engagement activities in South East Asia Oceania, driving a customer centric culture with a particular focus on the retail network. This role will work in close cooperation with the APAC Client Engagement team and the SEAO retail teams in designing and implementing Client Engagement initiatives across the region. Performance will be measured in Sales and Customer Engagement KPI's.  

MISSION

CRM

• CRM Budgeting, Planning and Monitoring

• Monitor store data collection, accuracy and data quality and oversee tasks related to CRM systems (upgrading, data cleansing, integration, etc.)

• Implement strategies and targeted actions that increase customer base, drive sales and CRM KPIs

• Support local retail team with regular CRM KPIs reports

• Monitor and improve Customer Engagement KPIs (new customers, retention, frequency, etc.) to support the regional team in driving action plans

• Monitor marketing initiatives (e.g., marketing ROI) and follow-up budget for marketing tools

• Ensure induction sessions for all new hires (retail and office) within appropriate formats

CLIENTELING

• Drive the implementation and execution of corporate clienteling programs and practices in South East Asia Oceania, to recruit new customers and increase loyalty among existing ones

• Manage the deployment of all processes, tools and training, relative to the YSL Clienteling Approach, including the launch and follow-up of digital clienteling tools in selected stores

• Provide guidance to the retail teams in all Clienteling activities, and ensure appropriate focus on strategic clients (e.g., Locals, VICs) to reach business goals

VIC ENGAGEMENT

• Contribute to the design/planning and lead the regional execution of VIC Initiatives (e.g., Fashion Shows, dinners) conducted centrally and locally, and evaluate the effectiveness of all strategic and tactical activities

• Work collaboratively with market leaders and Store Management teams, to ensure objectives are set, measured and achieved to drive the growth of our top clients' business in the region

PROFILE

• Minimum of 5 years experience in retail, solid experience in Client Relationship Management

• Degree holder in Marketing, Business or related discipline preferable

• Proven ability to drive positive customer experiences that build loyalty and deliver measurable results

• Dynamic, passion for the fashion industry and knowledge of the luxury market/competitors

• Commercial awareness and strong business acumen

• Strong analytical and numerical skills

• Strong verbal and written communication skills and excellent organizational skills

• Proficiency with Microsoft Office, in particular Excel and CRM systems

• Fluency in English (Mandarin would be an advantage)

Saint Laurent is committed to building a diverse workforce. We believe diversity in all its forms – gender, age, nationality, culture, religious beliefs and sexual orientation – enriches the workplace. It opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to adapt to a changing world. As an Equal Opportunity Employer we welcome and consider applications from all qualified candidates, regardless of their background.