The Client Development Manager will be responsible for the overall client experience of the store by developing relationships with VICs, recruiting new clients as well as coaching the entire store team on the excellence of luxury services and clienteling actions to improve VIC recruitment and business results in the retail store. He/she will drive new client recruitment through Fendi Client database, prospects, third party collaborations and scout externally of other affluent/potential clients. He/she must manage and recommend in store clienteling program in Thailand.
This role is based in Thailand and will report directly to the Retail Manager, Thailand.
Main Responsibilities:
- Proactively interact with clients, build relationships and gain understanding at a personal level to facilitate further return visits.
- Implement new client development strategies and initiatives to elevate client experience according to local guidelines while upholding Fendi standards of excellence
- Instill Fendi's customer-centric culture by focusing on New client recruitment, Develop and upgrade existing clients
- Develop multi-sourced clientele to ensure on-going clientele interest and participation
- Launch initiatives to recruit local clients, through partnerships, personal networks, clients networks, etc.
- Ensure consistent client in-store experience to improve retention rate and actively develop new clients
- Work mostly by appointment to provide personalized one to one shopping experience and build relationships with our VIC to promote incremental purchases
- Collaborate with the SM at our flagship store (Siam Paragon) to manage private clients parlour operations. This includes planning weekly OTOs, creating opportunities for appointments, ensuring top-notch parlour VM, instore moments or activations, representing Fendi's high-end offerings, maintaining excellent service standards, and assisting CAs in OTO preparation while hosting clients.
- Support and drive ISM adoption and invite list on prospects for Thailand
- Play a crucial role in coaching the store team and promoting client engagement
- Drive the team's focus on prospect collection and assist team to follow up in view of prospect conversion
- Provide a consistent training for new joiner in clienteling, product, service cycle, selling techniques, etc.
- Share client feedback and sales opportunities with Store-in-Charge and Sales team
- Develop and implement in-boutique programs to stimulate CDM awareness and drive sales team's performance
- Coach the store sales staff through coaching on the shop floor and during one-to-one meeting
- Ensure client details and qualitative information are properly recorded in system
- Monitor the database and the activity of the top VIPs
- Review each clients latest activity and client development KPIs, and elaborate new action plans
- Interpret client trends, share insights about sales generated by appointments, as well as qualitative feedback about the client development activities
- Follow up and be aware of the marketing events calendar and strategies to ensure that the sales team is properly informed of all relevant activities
Required Skills
- Bachelor's degree
- Strong sensitivity to the luxury products universe
- Minimum 8 years or above relevant experience in Client Development, prior experience in similar luxury fashion brand will be added advantage
- International Mindset
- Familiar with both local and overseas market situations and trends
- Strong analytics skill, numerically sensitive with Project Management expertise
- Good interpersonal and interaction skill to collaborate with Store Personnel
- Strong customer service mindset
- Excellent communication skills, particularly when dealing with international, multilingual stakeholders
- Must possess leadership skills in order to develop and train others
- Results Oriented and able to work under pressure on tight deadlines
- Proficient in MS Office especially MS Excel and Power Point
About Fendi
Fendi is an Italian luxury fashion house founded in Rome. Since 1925, the year in which it was founded, Fendi has linked its success, its image, its quality, and the glamour of its products to a dual element: a delicate and precious equilibrium between tradition and modernity, the desire to preserve the values of the past and the courage to dare, innovate and astound.
Fendi provide equal employment opportunities and welcome applications from all qualified candidates. We are committed to a culture of diversity and inclusion. Our objective is to attract and retain individuals with core business skills and encourage internal mobility to leverage skills most effectively, accelerate professional growth and promote inter-cultural exchange. Our successes both past, present and those to come are all down to our people. We look for creative, curious, passionate and open-minded people with a desire to embrace Fendi's culture and values.
