Client Experience Manager

Recruiter
Burberry
Location
Lambeth, UK
Salary
Competitive
Posted
19 Oct 2019
Closes
21 Oct 2019
Ref
1294544343
Contract Type
Permanent
Hours
Full Time
INTRODUCTIONFounded in 1856 by Thomas Burberry, Burberry is a global luxury brand with a distinctly British attitude. We are a global business with an extensive network of both owned and franchised stores across EMEIA, Asia Pacific and Americas. We are digital pioneers, and innovative technology underpins every aspect of our business, from product design to distribution and marketing. We believe that modern luxury means being socially and environmentally responsible; this mindset is core to our business and key to our long-term success.JOB PURPOSEA fantastic opportunity to join our Client Engagement team based in Horseferry House. Within this position you will be at the heart of a team driving client acquisition and retention. You will oversee the development and execution of key enablers of the Client Engagement programme, with a specific focus on the client retail and omni channels activations. With a strong emphasis on global delivery consistency to drive new client acquisition and retention, you will be required to liaise with all necessary stakeholders to implement a flawless and relevant omni channel client experience. In addition this role will also project manage any gifting programmes or activations to ensure seamless execution. We are entering a phase of significant development and enhancement of our capabilities therefore it is an exciting time for a proven Client engagement professional to help shape and accelerate our success. RESPONSIBILITIESStrengthen and accelerate business as usual client activities to drive client acquisition and retentionHelp execute Client Retail activations available to stores (in store and out-of-store) and across channels with regional and cross functional Teams Liaise with regions to brief relevant Client activation formatsManage the delivery of all Clienteling/ retention tools, such as cards, festive gifts, festive catalogues and any special initiative toolLiaise with Regions to deliver clienteling "always-on" activation menu and full year activation planCoordinate Corporate stakeholders to ensure timely execution Help deliver the elevated and flawless three days London Show experience for Top Clients (February and September) Client & CRM Coms and TrainingProduce of quarterly Daily Briefs, in partnership with Retail ExcellencePartner with Retail Excellence to develop and to implement Client & CRM trainingLiaise with Performance team to develop and plan of Client and CRM tool trainingPartner with Retail Excellence team to develop and plan the training plan for Retail activationsWrite the retail communications around Key brand moments (360 Packs) and BAU (Retail updates, TB Inspo...)Project managementIn partnership with the Performance team and the regional counterparts, project manage all Client Engagement monthly and regular operationsPartners with Retail Excellence to develop and implement Client & CRM tools trainingSupport all key Client projectsPERSONAL PROFILE5+ years+ experience in similar roles developing an omni channel Client Engagement strategy and leading successful execution across a range of channelsStrategic thinker and planner; a self-starter with a results-oriented approach who takes ownership and initiativeHas led the development of successful cross functional projectsStrong interpersonal, influential and analytical skillsOutstanding work planning and time management skills: ability to prioritizeGood understanding of the luxury fashion industry and of Retail a necessityExcellent written, verbal and presentation skillsProficiency in PowerPointMarketing and retail experienceProject Management Experience

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