Reporting directly to the EMEIA Client Engagement Director the Middle East & India Client Engagement Manager is responsible for the development and implementation of the strategy within the sub region.
MAIN ACTIVITES & RESPONSABILITIES
Work closely with the EMEIA CE Director to develop the sub-regional strategy leveraging on the different levers at their disposal:
Define the Client Engagement strategy for the sub region, working with a seasonal approach and a 360 view
Partner with key stakeholders across the sub region – Merchandising, Retail, Marketing, Operations – to ensure a 360 holistic approach.
Work closely with the VP or Retail for the region to ensure alignment and support in reaching business objectives.
CLIENTELING
Support the design of clienteling processes at sub regional level, ensuring proper implementation and consistency of approach, supervise and promote the correct use of all clienteling tools in store.
Implement CA’s Clienteling culture training program and Team Managers coaching program.
Develop and implement Clienteling store tools: outreach pack, weekly and monthly reporting, RWorld
Support stores in their daily client engagement activities ensuring proper approach and supporting them in reaching their client KPIs.
Oversee the sub regional personal shopping business and be proactive in building partnerships with connectors and agencies
Cascade the regional CE seasonal strategies, ensuring all local needs are taken into consideration when building the plan
EVENTS AND CUSTOMER EXPERIENCES
Work closely with the EMEIA CE Director to define the event strategy and priorities within the region on a seasonal basis
Plan and execute the events calendar following global guidelines while also be proactive in defining key regional needs
Analyze and review the effectiveness of the event through clear reporting process with all the team members involved in the event, with a focus on continuous improvement
Define and manage the events process and lead both internal and external stakeholders
Define the yearly events budget and follow up in terms of estimation, admin process and agencies
Partner with the regional marketing team to develop event concepts based upon regional needs
PERSONAL PROFILE & SKILLS
Strong project management skills: planning, organization and execution support
Strong presentation skills.
Proven track record of independent working and self management.
Commercial awareness
Proactive attitude and eager to embark and be part of a change
Team player: lead by example in driving stakeholders and team to work together
Microsoft office literate (to a high level)
Experience in the Middle East market is a plus
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