- Lead development of Dunhill's overarching client strategy across acquisition, CRM and Clientelling
- Drive execution and delivery of our client strategy including setting target client KPls and partnering on the planning of all Client activations to ensure the activation proposition and planned approach successfully achieves its target KPls
- Coordinate and orchestrate all cross functional stakeholders responsible for delivering customer facing touchpoints to ensure we create a coherent consistent experience in line with the best of luxury omnichannel client experience
- Create and deliver best practice toolkits for cross functional stakeholder groups to ensure that we create and maintain a scalable approach to deliver best in class client experience across all customer touchpoints
- Lead performance tracking and reporting on all client activation including leveraging industry experience and partnering with other Richemont teams to support retrospective/lessons learnt analysis to drive improved performance
- Drive Dunhill's cross functional transformation to embed Client at the heart of everything we do
- Extensive experience in a client/customer experience role ideally from a luxury fashion background
- Experience in overseeing multi-channel, multi discipline communication touch points that drive acquisition and retention, ideally with experience specifically targeting UHNW clients
- Experience creating and executing clientelling initiatives and programmes run by retail and online coincerge teams
- Experience in a range of marketing channels within an omnichannel retail or luxury context
- Proven experience developing and delivering an omni channel client strategy which will have high business impact
- Well defined understanding of omnichannel client journeys and client relationship management
- Experience creating customer segmentation frameworks and test plans to address segment specific needs with the outcome of driving significant revenue increases
- Prior experience working in an matrix organisation ideally in an international business
- Strong strategic and commercial problem solving skills with results & performance driven mentality
- Highly analytical and confident with numbers
- Proficient in Salesforce Marketing Cloud
- Proficient in using data visualisation tools ( Looker, Data Studio)
- Exceptional stakeholder management
- Excellent communication and collaboration skills with the ability to work effectively across multiple teams and influence stakeholders at all levels of the organisation
- Strong project management skills, ability to prioritise and manage multiple initiatives in a fast paced dynamic environment with a strong focus on driving business outcomes
- Skilled manager who knows how to build processes that empower teams, unlock productivity and deliver results
- Exceptional attention to detail and highly organised
- Proactive, pragmatic self-starter with a high performance work ethic, positive flexible can-do attitude and entrepreneurial mindset
-
Associate Director, Customer Experience
2 days ago
Artsy London, United Kingdom**_Artsy's mission_**_ is to expand the art market to support more artists and art in the world. Artsy has created the world's largest two-sided art marketplace, offering more than 1 million works by 100,000 artists from 4,000 leading galleries, fairs, auction houses, and institu ...
-
The Estée Lauder Companies London, United KingdomJo Malone London has an exciting opportunity to appoint a Director, Global Retail Experience. This role will report to the VP Global Retail and Online and is based out of our beautiful Global Townhouse in Marylebone. This is a hybrid role, with the opportunity to work up to 2 day ...
-
Experience Director
5 days ago
Quantuma Advisory Limited London, United KingdomAs the Director leading Private Equity Coverage for Quantuma and its fellow K3 Group companies, you will play a pivotal role in driving the growth and success of working in conjunction with our advisory teams across Corporate Finance, Tax and Transaction Services, as well as both ...
-
Associate Experience Director
1 week ago
Miryco Consultants Ltd London, United KingdomMiryco Consultants is working with a leading global regulatory consultancy, assisting in the search for an Associate Director to join their insurance regulatory team. · This is a fantastic opportunity to join a quickly growing team in a well-respected firm and high-performing en ...
-
Associate Experience Director
6 days ago
Construction Recruitment Group (CRG) London, United KingdomConstruction Recruitment Group are now looking to hire an Associate Director of Sustainability on behalf of our client, an award-winning, multi-discipline, engineering consultancy. · The role is based in their London office and will be part of their broader Sustainability group ...
-
Director of Guest Experience
2 days ago
Dorchester Hotel Ltd. United KingdomOur Director of Guest Experience is the spirit of our Guest Services & Relations teams. Though skillfully trained, they never lose sight of their ultimate reasonability, to create lifelong memories for our guests. · What you'll get · Our success is a result of our employees. We ...
-
Experience Planning Director
5 days ago
DSJ Global England, United KingdomJob Title: Supply Planning Director - Join a Market Leader in Zug, Switzerland · Our client is a well-established packaging company that has been operating globally for over 50 years. They are currently seeking an experienced Supply Planning Director to join their team at their o ...
-
Director of People Experience
1 week ago
Anchor London, United KingdomAs England's largest provider of specialist housing and care for those in later life, Anchor is committed to creating choice and opportunity for everyone. Anchor is proudly not-for-profit, which means every penny they make is reinvested into our properties and services, building ...
-
Director of Player Experience
3 days ago
InfluencerUpdate United KingdomDirector of Player Experience & Live Ops Game Design - Development - Remote, United Kingdom · Job Title · Job Title Director of Player Experience & Live Ops · Job Description · Unleash your creativity as a Design Director, where your innovative ideas will shape thrilling in-g ...
-
EMEA Experience Director
1 week ago
Sigma Computing Inc London, United KingdomThe Director of EMEA Partnerships at Sigma is responsible for developing and managing the company's relationships with EMEA Ecosystem and Channel partners to expand market reach, drive sales, and achieve revenue growth & strategic goal. This role requires a combination of strateg ...
-
Director of Partner Experience
1 week ago
Kaboodle Digital London, United KingdomPlanning Partner / Director (Hybrid) · Disclaimer: Kaboodle Digital is a digital recruitment agency working to find the best talent for brilliant clients in the digital space. · This illustrious and exciting client I have the pleasure to work with is a high-performance agency fa ...
-
Associate Experience Director
1 week ago
Gleeds Corporate Services Ltd United KingdomWe have an opportunity for an Associate Director Cost Management to join our team in Cardiff. You will be responsible for managing costs and budgets of construction projects, from early cost advice to settlement of the final account. Supporting Business Unit Directors in deliveri ...
-
Experience Planning Director
4 days ago
Pivotal London London, United KingdomAn exciting Planning Director (brand) role has arisen at a leading network media agency, which are driven by creativity and innovation, and will be working on one of their flagship brands... a huge automotive client · You will work closely with the Planning Partner and Client Par ...
-
Senior Director, Experience
1 week ago
Acxiom United KingdomSenior Director, Experience page is loaded · Senior Director, Experience · Apply locations Remote/Homebased time type Full time posted on Posted 2 Days Ago job requisition id JR011660 Acxiom is looking for a Senior Director, Experience Responsibilities: · • Lead standard meth ...
-
Associate Experience Director
1 week ago
Miryco Consultants Ltd London, United KingdomJob Description Miryco Consultants is working with a leading global regulatory consultancy, assisting in the search for an Associate Director to join their insurance regulatory team. · This is a fantastic opportunity to join a quickly growing team in a well-respected firm and hi ...
-
Associate Experience Director
6 days ago
Construction Recruitment Group (CRG) London, United KingdomJob Description Construction Recruitment Group are now looking to hire an Associate Director of Sustainability on behalf of our client, an award-winning, multi-discipline, engineering consultancy. · The role is based in their London office and will be part of their broader Sustai ...
-
Director of Partner Experience
2 weeks ago
Kaboodle Digital London, United KingdomPlanning Partner / Director (Hybrid) · Disclaimer: Kaboodle Digital is a digital recruitment agency working to find the best talent for brilliant clients in the digital space. · This illustrious and exciting client I have the pleasure to work with is a high-performance agency fa ...
-
Event Experience Director
1 week ago
Total Management Group London, United KingdomTotal Management Group is one of Europe's fastest-growing companies and widely recognised as a world-leading provider of event and travel solutions. We are currently seeking an outstanding candidate to join our fast-growing event division, Total Management Events. · With a wealt ...
-
Client Experience Director
1 week ago
Richemont London, United KingdomThis job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board. · "dunhill's innovative and design-driven heritage is a unique platform to build upon, · by creating purposeful products with an aesthetic that is classic yet relevant today" · Cli ...
-
Event Experience Director
1 week ago
Total Management Group London, United KingdomAbout Us Total Management Group is one of Europe's fastest-growing companies and widely recognised as a world-leading provider of event and travel solutions. We are currently seeking an outstanding candidate to join our fast-growing event division, Total Management Events. · Wit ...
Client Experience Director - London, United Kingdom - Alfred Dunhill
Description
How will you make an impact? HOW WILL YOU MAKE AN IMPACT?The Client Experience Director is responsible for overseeing our end to end client experience across all customer touchpoints at Dunhill. This individual will lead the development and definition of Dunhill's overarching client strategy across customer acquisition, CRM and Clientelling, will drive the successful execution and delivery of all client activations and will ensure that we achieve our annual Client targets for prospect generation, lead conversion, retention/reactivation and average customer lifetime value necessary to deliver Dunhill's 3 year commercial plan.
The Client Experience Director will be responsible for coordinating and orchestrating a large volume of cross functional stakeholders globally to ensure that we create a coherent consistent elevated client experience across all touchpoints that aligns to our brand manifesto, resonates with our target client and segments, with activations that deliver in line with or ahead of their projected ROI and target uplift in client KPls
This role is integral to driving our cross functional transformation and change management programme to embed Client at the heart of everything we do and will be the key thought leader within the business on creating client activations that reflect the best of luxury omnichannel client experience today and in the future as well as bringing the practical know-how on how we should go about implementing these to successfully and sustainably embed these actions within our business
HOW WILL YOU EXPERIENCE SUCCESS WITH US?