Regional Private Client Relationship Manager APAC

MISSION AND RESPONSABILITIES: 

The Regional Private Client Relationship Manager (PCRM) will manage the private client relation and drive service excellence across all channels with the objective of delivering a highly qualitative & consistent Omni-channel Client Experience aligned with our Maison guidelines. She / he will define and implement the private client relations strategy across the region, in line with our Maison global strategy. She / he will drive new private client acquisition through qualitative events for the Maison’s existing client database, prospects, and with third-party collaborations with as a clear goal the acceleration of Top clients share on total business. The Regional PCRM will work closely with local markets as well as the Global private client team to contribute significantly to the establishment of a private clientele base, and to ensure CRM works effectively for all aspects of the Maison.  

Lastly, she / he will build & drive the local private client manager community. She / he will not only support the team achievement of sales objectives but cultivate an environment where each team member continues to develop and thrive. People development and performance management will be central to your leadership, ensuring a collective drive toward success. 

DEVELOP PRIVATE CLIENT STRATEGY 

• Implement new private client development strategies, initiatives and activities to grow, develop private clients database and enhance their experience with the Maison, 

• Based on company’s vision, to provide a strategic direction to build private client loyalty and develop the brand as a service centric destination of excellent that sets the benchmark for others to follow, 

• Track and analyse private client CRM KPIs: client acquisition, database growth, status etc. to measure the effectiveness of customer relationship management efforts and make data-driven decisions that enhance customer engagement, retention, and revenue. 

• Lead private client review analysis on a regular basis to optimize marketing launch performance, tiers status retention & upgrade as well as feed market with additional intelligence. 

• Support training and upskilling of CRM Leads in each market on premium client development and data usage. 

• Drive adoption of clienteling tools and client capture in-store to enrich customer profiles. 

• Develop and roll out a delights program strategy according to market specificities for the brand most exclusive clients through personalized gifting and experience to loyalize and upgrade, 

• Identify potential partnership opportunities that could be rolled out regionally,  

• Develop and expand network of business partners such as concierge, private club, restaurants, non-conflicting brands, etc. to create new business opportunities, 

DRIVE PRIVATE CLIENT SALES 

• Drive private client sales performance across the region, with shared accountability with local PCRM for revenue growth and target achievement, 

• Develop and execute a regional commercial strategy to expand the private client portfolio and increase market penetration, 

• Optimize client lifetime value through strategic portfolio management and targeted growth plans, 

• Lead private client relationship acquisition, development as well as activation for smaller markets – drive hand in hand with Brand GM activities & yearly plan focus, 

TEAM DEVELOPMENT & COACHING 

• Drive the creation of the APAC Private Client Manager team – rolling out the right plan & business ambitions for the years to come in order to grow our private clients, elevate brand desirability and remain ahead of competition, 

• Support onboarding of all private client manager locally – define objectives & KPIs – align with Brand GM on retail sales target, 

• Motivate, drive and evaluate private client manager team performance, making result-driven decisions to optimize workloads and enhance overall efficiency, 

• Identify, formalize and share best practices across markets, 

• Support and coordinate regional high clienteling activations, including VIP events and brand moments, 

• Contribute to the design and delivery of high clienteling training programs in APAC, 

• Provide training, motivation and coaching to senior retail leadership team to upgrade their clienteling, communication and data analytic skills, 

Qualifications

QUALIFICATIONS 

• Minimum 5 years Clienteling, CRM management experience in luxury goods / retail industry. 

• Demonstrated the skills and attitude for selling luxury products. 

• Sharp business insight and analytical skills. 

• Demonstrated strategic agility and are highly adaptable to a fast-paced environment. 

• The ability to balance client needs with business objectives. 

• A self-starter and results-oriented attitude. 

• Excellent communication and presentation skills. 

• The ability to showcase strong leadership skills and experience in effectively leading a team. 

• Strong social skills and are a collaborative teammate, seamlessly working with different teams. 

• A strong emphasis on compliance, integrity, and social sustainability.