Aje Athletica Clientelling Executive

7 months ago

Sydney, Australia Aje. Full time

AJE ATHLETICA is a premium athleticwear brand created through the lens of the Aje fashion house. Designed to enrich physical performance and support through well-being, each AJE ATHLETICA collection encompasses 70% consciously sourced materials. AJE ATHLETICA recognises that the balance between humanity and planet Earth is the ultimate in wellness.

We are seeking a dynamic and experienced Clientelling and Loyalty Executive to join our Aje Athletica team. As the Clienteling and Loyalty Executive, you will be responsible for developing and implementing effective clienteling strategies and loyalty programs to drive and ensure high levels of customer engagement, satisfaction, and loyalty. In this position, you will be responsible for the daily management of all customer groups from VIPs, Pre-VIPs, Non-VIPs to Daigous, whilst supporting the deployment of clienteling and customer loyalty program initiatives.

As the ‘voice of the customer’, you will work closely with the sales team, marketing department, and retail team to drive customer retention and increase sales through personalized experiences. You will develop and manage all clienteling tools, ensuring quality customer service experiences and exceptional customer satisfaction across all digital and physical touchpoints. Ultimately, you will develop a consistent and commercially impactful client relationship strategy, aligned to the global Aje business strategy.

This role requires a strong understanding of the fashion industry including trends, customer behavior and competitors, excellent interpersonal and communication skills with the ability to build rapport and establish lasting customer relationships, an analytical, proactive and results-oriented mindset, and a passion for delivering exceptional customer experiences.

**As the AJE ATHLETICA **insert role here**, your tasks will include**:
**CLIENT RELATIONSHIPS**
- Mentor and support the Retail Team to exceed their KPI’s and exceed client expectations.
- Collaborate with key internal stakeholders to ensure the same level of client experience is accomplished across all customer facing channels.
- Lead the development of the seasonal and annual clienteling strategy including the creation of clienteling tools and technologies to facilitate seamless communication management and build long-term customer relationships
- Identify opportunities for personalized outreach by segmenting target customer groups, using CRM data and based on buying behaviour, preferences and demographics
- Lead the development and execution of the retail wishlist, partnering with the merchandising team to ensure VIPs secure the pieces on their wishlist
- Roll out the designed loyalty program to incentivise customer retention and increase sales
- Collaborate with the marketing team to develop loyalty program communication and promotional materials
- Partner with the Retail Marketing Manager to design and deliver VIP events in line with the trade and Marketing calendar to budget to drive client growth actions such as frequency, spending, tier migration, cross-channel engagement for existing and new customers
- Support remotely all VIP events and support nationally to facilitate exceptional event execution and relationship development for retail teams and their VIPs to drive retention, conversion and brand buzz
- Partner with internal teams to plan and secure VIP gifts inline with the fiscal and marketing and retail calendar
- Provide regular support to store teams to ensure clienteling compliance, efficiency and growth
- Drive usage of all digital selling and communication tools/resources with associates that will support Omnichannel sales and behaviours
- Maintain active relationships with all Platinum VIPs

**REPORTING & FINANCIAL**
- Design and execute customer strategies which drive sales, engagement and achieve budgets across key segments
- Develop and track appropriate KPIs to provide focus, consistency, and measurable goals across all stores
- Support the retail teams to achieve monthly & annual sales budgets through customer initiatives
- Review customer sales data to identify loyalty opportunities and communicate the opportunities with supporting plans by store and region
- Analyze data and customer feedback to identify areas for improvement, and make data-driven recommendations to enhance the customer experience
- Responsible for identifying business opportunities within key customer segments, driving new sales and pursuing new opportunities to drive additional revenue
- Lead visibility of client sentiment, feedback, and opportunities to relevant business leads
- Oversee the CRM system and ensure accurate customer data collection and maintenance

**SALES & SERVICE**
- Lead by example to foster a customer-centric culture and demonstrate a luxury sales and high level of service excellence
- Provide feedback to the Head of Retail and work with the Training Manager to develop training solutions on opportunities observed aro

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