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LVMH
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Clienteling Team Manager - London
About the job
Poste
As the Clienteling Team Manager of our Louis Vuitton Selfridges store, you will manage your team and drive the clienteling strategy in store, creating a clienteling mindset with the team. You will elevate relationships with our top clients by leveraging different tools and with a focus on the Client Experience, and implement transversal strategies to recruit new, and develop existing, clientele.
TEAM DEVELOPMENT
- Set individual & team goals and objectives; proactively assess and manage performance against expectations
- Provide leadership amongst the team, ensuring a positive team spirit, keeping the team motivated to achieve business objectives (turn-over, mystery shopping, numbers of appointments...)
- Ensure training program is in place and delivered for all team members, particularly along client experience, policies and product knowledge
- Supervise recruitment, evaluation and development of the team/direct reports, maximising individual potential and ensuring succession plans in place for key positions
- Ensure that each member of the team also acts as a representative of the brand
- Develop and maximise use of the team to contribute toward client experience and mystery shopping score
CREATE & DRIVE A CLIENTELING MINDSET
- Create a client centric mindset at the store level, making it an integral part of the Client Advisor & management roles
- Spend time on the shop floor inserting yourself into the selling ceremony when necessary, and actively coaching the team to embed a client centric mindset and leverage business opportunities
- Provide analysis and feedback on clientele and product line performances, to be able to develop and implement action plans to deliver results
- Work closely with Client Development and Events team to develop outreach campaigns, events & animations to recruit new clients and engage existing clients
- Be fully aware of the communication/global marketing and events calendar and strategies developed to ensure that the sales team is properly informed of all relevant activity
- Monitor and be accountable for clienteling KPIs related to the store, propose specific actions plans to improve performance and establish the store and the Region as ‘best in class’
- Work with the store teams to embed and improve our clienteling tool utilisation across the team to drive top client development and store qualitative information
- Work with Head Office to optimise and improve tool usage, support managers in embedding it within the teams
THE CLIENT EXPERIENCE & HOSTING
- Oversee store’s animations/events, closely monitor ROI, set realistic and ambitious objectives
- Be the main contact and develop the partnership with Selfridges personal shopping to provide high end opportunities with their clients
- Be fully responsible for the client entertainment budget, be proactive in proposing alternatives and cost saving solutions for it
- Ensure a perfect Hosting on the floor
- Together with Operation Manager coordinate all policies and procedures for loss prevention, consignment and stock managements are closely followed and monitored.
- Manage Client Gifts: order through Head Office, allocate them and monitor
- Ensure daily operations and functions are carried out in line with company policies and procedures
- Ensure Louis Vuitton standards are applied and maintained at all times across the division in the presentation/merchandising, client experience and back office activities
Profil
- Passion for the Brand
- Minimum 5 years of experience in managing a team
- Fashion/ retail/ luxury background is preferred but not mandatory
- Strong business acumen and learning agility
- Has keen interest in people development
- Good interpersonal skills with strong verbal and written communication skills including facilitation and presentation
Information additionnelle
The Louis Vuitton Promise
“Whoever you are, whatever the purpose of your visit, I will cherish our time together. I will dare to discover who you are and encourage you to be true to yourself. You will trust me as your personal advisor. We will build a genuine relationship over time. Every time you come to Louis Vuitton, you will leave feeling enriched!”
- Department: Event
Closed
Clienteling Team Manager - London
Full-time, Indefinite
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