Client engagement manager

CLIENT ENGAGEMENT PERFORMANCE

  • In partnership with the Client Engagement Senior Manager - SAP, the Head of Retail and Regional Customer Insight, define regional retention targets for the region and for individual stores
  • Report back to Client Engagement Senior Manager - SAP on performance and customer retention strategy plans
  • Regularly monitor regional and stores’ performance and provide the necessary insight to unlock specific opportunities

CUSTOMER RETENTION STRATEGY PLANNING

  • In line with the Global Customer Retention Strategy, develop yearly, quarterly and monthly regional plans to be executed through Retail
  • Communicate to Head of Retail and store managers key CRM focuses and actions
  • Interpret on a monthly basis key top customers retention opportunities and input this as part of the customer strategy plans for the Retail leaders and Burberry Private Clients teams.
  • In partnership with the store managers / Head of Retail and Marketing define the regional/country value proposition that would maximise the overall contact strategy targeting

SET UP RETAIL FOR CLIENT ENGAGEMENT SUCCESS

  • In partnership with Training, define a holistic Client Engagement training plan, looking at on-boarding, ongoing support and ad hoc training
  • In partnership with Corporate Client Engagement team and Retail Operations, ensure all stores receive and are able to use all CRM tools
  • Coordinate a consistent regional Quality Monitoring of the programme and follow up on any challenge that arises. Regularly feedback to corporate on quality of communication from retail sales associates / BPC
  • Set Client Engagement Budget and monitor ROI
  • Guardian of legal & operational regional compliance of CRM activities for the region

Burberry

Summary

Posted: 04 December 2019

Location:  Parramatta, NSW