Client Advisor (In Store Clienteling)

Poste

Reporting to the Client Development Team Manager, you will work closely together to drive the store’s client strategy and achieve overall store KPIs that include growth of 10K clients, outreach activities and appointment targets.

You will guide and support the store team in engaging existing clients, recruiting new clients, and building loyal, long-term relationships through best-in-class clienteling initiatives and exceptional client engagement.

Missions

Development and Training of the Team on Clienteling

Coach and support the store team in all clienteling activities, ensuring a balanced and strategic focus on top clients, new clients, and client development opportunities.

Develop and implement action plans, including in-store activations, client engagement initiatives, and outreach templates.

Promote and share best practices across the store, recognizing and encouraging outstanding clienteling efforts such as successful appointments, outreach activities, and client conversions.

Ensure appropriate engagement strategies and follow-up actions are executed for 10 K clients,

Keep the team informed of digital clienteling enhancement (ICON) and encourage the proactive use of digital tools, maximizing the effectiveness of ICON Phone and related platforms.

Ensure all Client Advisors are fully trained on and actively utilize clienteling tools, with a particular focus on ICON.

Monitor data collection quality and ensure that for every client, at least one of the three contact channels is captured to facilitate future outreach and relationship-building opportunities.

Support of Store Management to Drive Business through Clienteling

Plan, organize, and execute client events and engagement activities (including birthdays and anniversaries) and manage the client development budget.

Propose, prepare and manage virtual bridges and exceptional experiences for VIC’s.

Consolidation qualitative feedback, client insights, and event outcomes, providing comprehensive reports and recommendations to Store and Country Management.

Lead and facilitate the daily 30minute Clienteling Club, ensuring all Client Advisors complete their outreach activities, effectively plan client appointments, and maintain consistent engagement with their client.

Manage the planning and distribution of Seasonal Client Gifting (CNY, Mooncake, and Christmas)

Client Insights & Analytics

Work with Zone team in preparing regular reports and analysis to support the Singapore store management team in their clienteling objectives.

Facilitate the extraction and sharing client data with the store team to enable targeted and effective client engagement in store animation.

Provide deep-dive analysis of extracted data to aid in making informed business decisions through understanding client behavior/profiling and identifying potential gaps/opportunities.

Profil

University graduate (Business/ Communications related disciplines)

At least 2 years of experience preferably in hospitality / travel industry

Time management and organizational skills, able to prioritize and meet deadlines

Attention to detail, sensitivity to aesthetic presentation

MS Office, strong in Excel & PowerPoint

Curious and eager to learn, with a cheerful disposition and a can-do attitude

Self-motivated and driven to continually excel

Team player, good communication skills

Strong interpersonal and ability to work in a very fast-paced environment

Possess creativity, adaptability and flexibility