Client Development Manager (W/M) - Zurich

Zurich, Switzerland
09 May 2022
Permanent Job

Position

As a Client Development Manager, you will take ownership to lead and coach the Store team in engaging existing, recruiting new and building long term relationship with clients as well as proactively foster the achievement of sales goals and ensure that the highest level of client experience is delivered.

Development of the Store team

  • Ensure the team delivers the best possible Louis Vuitton client experience. Support them with consistent coaching, identify their development and training needs, partner with the Field Coach Trainer to tailor individual action plans
  • Identify and develop talents, ensure an optimal client follow-up in case of leaving CA (succession plan) in collaboration with the Store Manager
  • Set individual and team goals with the Store Manager and the Client Development HO team; proactively assess and manage performance against expectations
  • Manage and motivate the team to drive business: create a positive and harmonious work environment, foster cooperation within the team and between managers

Development of Client Centric Mindset

  • Establish a client centric mindset in store to ensure the highest level of client experience and proactively handle client-related situations and support Managers in developing the teams through mentoring and/or buddy system as well as the clienteling onboarding for newcomers
  • Propose action plans and related tools (events, templates for emails, phone contact, written cards etc.) and partner with Managers and teams to drive strategic and high-end categories
  • Monitor clienteling KPIs for the store team and implement actions to improve performance
  • Support and guide the team in all their daily clienteling activities and in building long term client relationship, ensuring a balanced and appropriate focus on top, new and other clients whilst leveraging the different clienteling tools (ICON, WR, etc.)
  • Share all clienteling activities in store and encourage good practices
  • Guarantee appropriate actions are taken for selected clients and respect the budget given
  • Develop the instore clienteling structure/strategy and culture

Be a Role Model for the Team

  • Lead by example in the management of your own portfolio of clients, demonstrating best in class clienteling actions
  • Achieve individual and team objectives, be accountable for sales results and support the team in their sales
  • Perform as a team-player, participate in all activities contributing to the overall objectives of the store
  • Presence on shop floor: floor management always with a view to ensuring the best possible client experience and maximization of business opportunities (client spotting & continuous improvement)

Business Development

  • Develop and implement action plans to boost business and maximize product performance, leveraging besides clienteling also training and team animation
  • Communicate and inspire the team on corporate strategy and relevant business information (animate morning briefings, training)
  • Proactive business acquisition: take client development to the next level and start looking for opportunities locally, external to the store as well. Identify and propose potential business partnerships (hospitality, complementary brands/businesses, ...) and proactively go outside the store to acquire contacts and build connections for events, collaborations, client experiences etc.
  • Proactively provide the Head Office with qualitative feedback based on local knowledge about the market and client needs, leveraging expertise and knowledge within the team
  • Act as a point of contact for clienteling operations and between stores for clients buying in multiple stores

 

Profile

PROFILE AND SKILLS:

  • Strong Retail experience – ideally with a Team Management experience
  • Strong commercial mindset and client development skills
  • Client, Service, Hospitality excellence
  • Strong interpersonal skills, excellent Team player
  • Leadership and Ownership
  • IT skills: Excel and PowerPoint are a must
  • Ability to navigate in a fast paced, demanding environment with multiple stakeholders at the same time

Additional information

This position reports to the Store Manager and works closely with the Head Office Client Development team.

 

Reference: LVM15539