Manager, Client Experience - London, United Kingdom - Ralph Lauren
Description
Position Overview
An exciting new role within the EU DTC Clienteling team where you will be responsible for creating and executing the Client Engagement strategy for Europe. The candidate will develop from end to end both, bespoke and brand moment experiences with the objective to drive client retention, re-activation and acquisition, to accelerate growth of our top tier VIC's
Essential Duties & Responsibilities
Work in partnership with the Senior Clienteling Manager to build out the Elite development strategy to accelerate trade ups, acquire new HNW clients and retain existing, whilst having Performance front of mind
Partner with key stakeholders to execute the Client Experience strategy to deliver seamless client experiences
Design and deliver our "Money Can't Buy" experience program to retain and nurture our top tier VICs, including Ralph Lauren Lifestyle moments, Runways Shows, Collection Previews, etc.
In partnership with the Senior Clienteling Manager and Regional Retail leaders, project manage all Client Engagement roadmaps, requirements, and key objectives
Manage all client activations for Stores with Regional and cross functional teams
Partner with the Retail Marketing team to plan and execute in-store and out of store local experiences with the goal to retain top clients and increase loyalty with the Brand
Partner with key stakeholders to design an enticing development strategy to drive HNW acquisition
Support regional clienteling managers to execute adhoc bespoke Elite 'surprise and delight' moments'
Support the Senior Clienteling Manager in building and communicating the events and activations calendar for the region
Manage the corporate gifting strategy for Holiday, key seasonal and brand moments, ensure timely delivery of gifts, guidelines, and training tools & budget accordingly
Experience, Skills & Knowledge
Strong Clienteling and Luxury Retail experience preferably in a Client Engagement managerial role
Analytical approach to data and confident challenging and delivering KPI's
Project management/ luxury events experience
Well organized with a structured approach
A creative thinker who is proactive in bringing new ideas to the table
Detail-oriented with the ability to work well under pressure in a fast-paced environment meeting tight deadlines
Excellent communication skills, both verbal and written
Advanced Excel and PowerPoint knowledge