Development and Training of the Team on Clienteling
- Coach and support the store team in all clienteling activities, ensuring a balanced and strategic focus on top clients, new clients, and client development opportunities.
- Develop and implement action plans, including in-store activations, client engagement initiatives, and outreach templates.
- Promote and share best practices across the store, recognizing and encouraging outstanding clienteling efforts such as successful appointments, outreach activities, and client conversions.
- Ensure appropriate engagement strategies and follow-up actions are executed for 10 K clients,
- Keep the team informed of digital clienteling enhancement (ICON) and encourage the proactive use of digital tools, maximizing the effectiveness of ICON Phone and related platforms.
- Ensure all Client Advisors are fully trained on and actively utilize clienteling tools, with a particular focus on ICON.
- Monitor data collection quality and ensure that for every client, at least one of the three contact channels is captured to facilitate future outreach and relationship-building opportunities.
Support of Store Management to Drive Business through Clienteling
- Plan, organize, and execute client events and engagement activities (including birthdays and anniversaries) and manage the client development budget.
- Propose, prepare and manage virtual bridges and exceptional experiences for VIC’s.
- Consolidation qualitative feedback, client insights, and event outcomes, providing comprehensive reports and recommendations to Store and Country Management.
- Lead and facilitate the daily 30minute Clienteling Club, ensuring all Client Advisors complete their outreach activities, effectively plan client appointments, and maintain consistent engagement with their client.
- Manage the planning and distribution of Seasonal Client Gifting (CNY, Mooncake, and Christmas)
Client Insights & Analytics
- Work with Zone team in preparing regular reports and analysis to support the Singapore store management team in their clienteling objectives.
- Facilitate the extraction and sharing client data with the store team to enable targeted and effective client engagement in store animation.
- Provide deep-dive analysis of extracted data to aid in making informed business decisions through understanding client behavior/profiling and identifying potential gaps/opportunities.
