Boutique Client Engagement Expert

About the role

Chanel is hiring a Boutique Client Engagement Expert in Macao. The role drives client understanding and manages the client engagement action plan at boutique level, acting as the bridge between the Marketing / CEM team and boutique staff. It supports the boutique team in selling a style and a dream, not just a product.

Key responsibilities

• Help define the boutique client engagement action plan with boutique management and the CEM team, and ensure its execution with attention to detail
• Act as the main contact for client engagement in the boutique and the main channel between Marketing and the boutique
• Build and share client segmentation insights, trends and behaviour, and analyse performance reports to give feedback on CEM actions
• Ensure client data capture rate and quality, and coach FAs to identify clients with potential and follow up on their portfolios
• Support client communication tools, events and VIP trips, coordinate targeted client lists and give feedback on marketing activities
• Monitor competitor client engagement activities and report them to management
• Follow up on client service delivery, launch new boutique services, and partner with After Sales Service to ensure quality

Required profile

• Secondary school graduate; university degree a plus
• At least 3 years of boutique experience in the luxury sector
• Experience with client communication tools and events, and project and team management experience (office partnership a plus)
• Fluent spoken and written English, Cantonese and Mandarin

Required skills

• Deep understanding of Chanel's culture and values
• Knowledge of CEM segmentation, databases and client reporting
• Analytical, organizational and detail-oriented capabilities
• Computer and presentation skills