About this job
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Client Services Manager - DFS Group

JOBLUX - Hong Kong

Job description

JOB DESCRIPTION
Client Services Manager

Key Responsibilities:
Essential Job Duties and Responsibilities

Customer Experience
  • Implement strategies to effectively drive customer satisfaction, engagement, return visits and growth of members
  • Manage LOYAL T database, recruit new members and drive existing members to higher tiers through various activities
  • Maintain a strong clientele relationship through ongoing communication and regular updates on newness, events and promotions
  • Entertain strategic collaboration with merchant team to deliver desired assortments for members
  • Partner with the Sales & Marketing and Consumer Marketing to develop new sources of clientele, events and programs
  • Strengthen relationships with external partners and networks i.e. Hotels, other Luxury establishments.
  • Work with PSMs, team leads and sales staff to provide a luxury shopping experience and personalized service to DFS clientele

Team & Service Management
  • Lead and motivate the Concierge and Personal Shopper team to provide luxury shopping experience and personal services to DFS clientele
  • Provide effective team supervision through open communication, training, coaching and active encouragement of each teammate to meet or exceed sales and targets, while role modeling desired behaviors
  • Identify future potential Team Leads and ensure development plans for this talent
  • Ensure corrective action is taken to improve unsatisfactory performance, adhering to local Human Resources requirements

  • Complete internal reports, presentations and participate in various projects as/when required

Key Requirements:
Knowledge, Skills and Abilities Required
  • University graduate with minimum 5-year experience, preferably in service industry
  • Related Marketing or Business Tertiary Degree
  • Prior experience in retail, customer service, hospitality services or luxury brand/boutique
  • Experience in servicing high-level clients including minimum 2 years in a leadership role preferred
  • Fluency in Cantonese, English and Mandarin is required
  • Proficiency in Microsoft Office applications

Working Conditions/Environment
  • Works on the shop floor in a luxury retail environment
  • Requires standing throughout working shift and proactive interaction with members and customers
  • Able to work flexible hours and shifts, including weekends, nights and holidays as required by the needs of the business
  • Able to work overtime, as needed

Aditional Information
About this company
JOBLUX is the first niche social network for luxury brands professionals and students/alumni. Our network is present globally in more than 27 countries and translated in over 9 languages. All luxury market fans keep up in an easy to use and rich quality content portal in order to succeed their niche networking, job hunt, read news, grow and collaborate.