Clienteling Team Manager - London

London, United Kingdom
21 September 2021
Permanent Job

Position

As the Clienteling Team Manager of our Louis Vuitton Selfridges store, you will manage your team and drive the clienteling strategy in store, creating a clienteling mindset with the team. You will elevate relationships with our top clients by leveraging different tools and with a focus on the Client Experience, and implement transversal strategies to recruit new, and develop existing, clientele.

TEAM DEVELOPMENT

  • Set individual & team goals and objectives; proactively assess and manage performance against expectations
  • Provide leadership amongst the team, ensuring a positive team spirit, keeping the team motivated to achieve business objectives (turn-over, mystery shopping, numbers of appointments...)
  • Ensure training program is in place and delivered for all team members, particularly along client experience, policies and product knowledge
  • Supervise recruitment, evaluation and development of the team/direct reports, maximising individual potential and ensuring succession plans in place for key positions
  • Ensure that each member of the team also acts as a representative of the brand
  • Develop and maximise use of the team to contribute toward client experience and mystery shopping score

CREATE & DRIVE A CLIENTELING MINDSET

  • Create a client centric mindset at the store level, making it an integral part of the Client Advisor & management roles
  • Spend time on the shop floor inserting yourself into the selling ceremony when necessary, and actively coaching the team to embed a client centric mindset and leverage business opportunities
  • Provide analysis and feedback on clientele and product line performances, to be able to develop and implement action plans to deliver results
  • Work closely with Client Development and Events team to develop outreach campaigns, events & animations to recruit new clients and engage existing clients
  • Be fully aware of the communication/global marketing and events calendar and strategies developed to ensure that the sales team is properly informed of all relevant activity
  • Monitor and be accountable for clienteling KPIs related to the store, propose specific actions plans to improve performance and establish the store and the Region as ‘best in class’
  • Work with the store teams to embed and improve our clienteling tool utilisation across the team to drive top client development and store qualitative information
  • Work with Head Office to optimise and improve tool usage, support managers in embedding it within the teams

THE CLIENT EXPERIENCE & HOSTING

  • Oversee store’s animations/events, closely monitor ROI, set realistic and ambitious objectives
  • Be the main contact and develop the partnership with Selfridges personal shopping to provide high end opportunities with their clients
  • Be fully responsible for the client entertainment budget, be proactive in proposing alternatives and cost saving solutions for it
  • Ensure a perfect Hosting on the floor
  • Together with Operation Manager coordinate all policies and procedures for loss prevention, consignment and stock managements are closely followed and monitored.
  • Manage Client Gifts: order through Head Office, allocate them and monitor
  • Ensure daily operations and functions are carried out in line with company policies and procedures
  • Ensure Louis Vuitton standards are applied and maintained at all times across the division in the presentation/merchandising, client experience and back office activities

Profile

  • Passion for the Brand
  • Minimum 5 years of experience in managing a team 
  • Fashion/ retail/ luxury background is preferred but not mandatory
  • Strong business acumen and learning agility
  • Has keen interest in people development
  • Good interpersonal skills with strong verbal and written communication skills including facilitation and presentation

Additional information

The Louis Vuitton Promise

“Whoever you are, whatever the purpose of your visit, I will cherish our time together. I will dare to discover who you are and encourage you to be true to yourself. You will trust me as your personal advisor. We will build a genuine relationship over time. Every time you come to Louis Vuitton, you will leave feeling enriched!”

Reference: LVM13160