Client Experience Manager

2 weeks ago

Sydney, Australia La Prairie Group Full time

**Role Purpose / Mission**:

- Support the recruitment and retention targets of V+VIP Clients in ANZ market, with a focus on eventing, partnerships, and personal shopping relationships across all stores, domestic and travel retail
- Support and empower Retail team to elevate client experience
- Develop local strategies for brand partnerships and outreach initiatives to drive business growth by attracting new VHNWI clients and fostering loyalty among existing clients.
- Create personalized and unique client experience concepts while closely collaborating with Global communication and other métiers.

**Main Accountabilities**:

- **Serve as a La Prairie Brand Ambassador, representing La Prairie within key communities and influential networks of affluent and VHNW audiences.**:

- **Understand the profiles and expectations of our High-Value Clients (HVC) and assist in crafting personalized client journeys.**:

- **Lead opportunities to recruit HNW prospects - collaborating with approved Luxury Brands & Partners (i.e., outside of beauty such as luxury hotels/members clubs, auction houses).**:

- **Build pipeline of partners and relationships in important strategic communities, driving the Elite Plan across various cultural pillars such as Fashion, Art, Music, Film**:

- **Actively pursue new brand PR opportunities to generate buzz and attract new affluent clientele.**:

- **Provide intelligence to support and advise on marketing strategies and CRM activities**:

- **Drive strategic reports, analyze customer activities and translate into actionable business insights and recommendations to optimize customer relationships and maximize ROI**:

- **Collaborate with Global Retail / Global communication /Global Education to s**upport and empower the Beauty Advisors (BA) in understanding, connecting with, and engaging High-Value Clients (HVC)**

**Requirement**:

- At least 5 years of relevant experience with client relationship management
- Deep understanding of luxury and retail
- Ability to reach, connect and engage with VHNWI and Luxury partners. With a wide range of third-party connections (private banks, luxury hotels, members clubs, brand connectors, etc.)
- Project management skills with an ability to manage all phases of a project
- Strong presentation and public speaking skills
- Analytical, detail-minded, hands on and result driven
- Strong team and leadership skills with the ability to work at all levels
- Proficient in both written and spoken English and Chinese

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