Client Development Manager

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