Job Summary:
The Chalhoub Group first-ever Group-wide Loyalty Programme, MUSE launched in August 2019 in UAE & Kuwait and will soon launch in Saudi Arabia. MUSE is a three-tiered program with an unpublished Invitation Only 4th tier named ELITE.
The Private Client Executive is a new function that has been created to engage and delight our Elite Invitation only members of the group, ensure speedy and reliable service, and ultimately grow customer lifetime value.
Job Responsibilities:
To provide an unrivaled member and shopping experience through highly interpersonal skills, up-to-date knowledge on market trends, and an impeccable eye for detail. To implement at a regional level the clienteling strategy with UHNW Individuals, in line with Central guidelines whereby success will be measured through:
• Year on Year retention
• Increased customer value and share of wallet in preferred brands
• Increased customer value and share of wallet in new brands within Chalhoub Group
• Referrals and improved satisfaction scores captured via member feedback channels and surveys
Role Overview
• Reports into Elite Relationship Director based in the UAE
• Build a strong and deep relationship with Elite members across KSA
• Available for Elite members anytime, anywhere and ready to make things happen
• Solutions-oriented, with excellent interpersonal skills
• Identifies opportunities and hooks to engage and interact with Elite members in a meaningful and authentic way
• Enhances & executes - along with the wider team - a superlative customer experience
• Achieve quarterly sales target set to grow Elite members portfolio
Member Engagement
• Operates WhatsApp to communicate with Elite Members
• Onboard Elite members personally in a 1-1 meeting explaining the Group and the benefits of the program
• Inspire Elite members with group-wide look books, trending content and personalized offering
• Regular communications with Elite members to check in and wish on special occasions
• Manages member requests (experiences, product, occasion) and escalated complaints
• Available and on call and ready to cater to Elite members anytime of the day, with the support of the wider network of MUSE team and Brand PCE
• Puts into action the knowledge of new collection launches, arrival dates, pre-ordering opportunities, private sales access to maximise engagement and trigger conversions at each activity
• Implementation of an integrated VIP clienteling strategy for the ELITE’s with well thought out moments to delight and triggers to shop within the Group’s portfolio of brands
• Demonstrates ability to understand and anticipate ELITE members personality and requirements in KSA
Experiences Curation
• Build a series of reliable, convenient, hassle free and value added services to delight Elite members
• Build a portfolio of freelance stylists to cater to Elite members services
• Source and curate gifts for 4 key occasions including birthdays
• Create bespoke and personalized 1-1 moments or events
Job description contd.
Brand Engagement
• Operates WhatsApp to communicate with Brand PCE
• Leads to key engagement activities and monthly meetings with Brand Private Client Executives (PCE’s) and Elite members
• Collaborates cross-functionally to create effective content that would lead to increased conversion, engage with ELITE prospects & re-engage with lapsed ELITE.
• Manages contact calendar across the UAE and works closely with brands to identify key moments to engage
• Manages clash calendar to avoid over-communicating to Elite members about the same message
• Maps touchpoints for PCE across the Group that would act as relays for personal shopping requests
• Works closely with brand buyers to develop a deep knowledge of seasonal offerings and key trends
• Maintains inventory and knowledge on exclusive piec available from all POS within the Group
• Works closely with Brand PCE’s to assist in enhancing the client’s shopping experience
Enrich Member Dossiers
• Builds, manages and oversees ELITE dossiers across a portfolio of brands and ensures meaningf data is inputted and derives actionable insights to delight and engage with members
• Designs survey templates to enrich member dossiers with member details including physical attributes, preferred styles and brands, personality to allow an enhanced member shopping experience
• Conducts quarterly focus group sessions to identify ways to better understand member expectations
• Enrich ELITE member dossiers with key insights that enable them to better understand, always anticipate, and add true value to our members’ lives.
Reporting and Monitoring
• Works closely with Data team for dashboard updates on customer acquisition and retention & analysis of impact of communications to determine impact or derive actionable insights
• Reports to Elite Relationship Director and Head of Loyalty on progress and acts on underperforming members
• Reviews Elite members preview purchase history, brands visited and formulates individualized growth strategy
• Identifies new UHNW individuals and opportunities to onboard and build a relationship
• Conducts market & Elite call center visits to monitor and track on the ground performance and feedback any uncaptured issues
• Monitors and reports on competitive activities to ensure the programme is proactive or positively perceived vis a vis competitor activity
• Provides bi-weekly sessions to updates Brand Private Clients Leads on Elite preferences and key findings and receive feedforward
• Liaise with brands for feedback and support requirements from the Programme
• Reviews underperforming KPIs and acts accordingly to support & drive value.
Target
• 90% retention rate of selected Elite members
• Achieve quarterly sales target set to grow Elite members portfolio
• Member satisfaction levels while delivering the highest standard of customer experience.
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