Province: New South Wales
Description:
Customer Value Management Manager, Australia
Customer Value Management Manager, Australia
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Date: 25-Feb-2016
Location: Sydney, Australia
Company: Burberry Limited
Req ID: 86101
Founded in 1856, Burberry today remains quintessentially British, with outerwear at its core. Digital luxury positioning and intensive focus on design innovation, quality and heritage icons ensure continued brand purity and relevance globally across genders and generations. Burberry believes that in order to be a great brand it must also be a great company and constantly leverages the energy of its compassionate and creative thinking culture to continually innovate and drive the brand forward. Headquartered in London, Burberry is a design, marketing and retail led business with a global reputation for innovative product design, digital marketing initiatives and dynamic retail strategies.
Responsibilities
CUSTOMER RETENTION PLAN
-In partnership with Country Head Of Retail and Regional Director of BPC / CVM sets and monitors targets for the country/area
-In partnership with country/area functions (Marketing, S&P,Ops and Finance) defines and ensures implementation of Customer -Retention Plans, across stores and within the regional organisation. Whilst the role will primarily focus on retention of top customers, he/ she produces plans that look holistically at the overall customer engagement
-In partnership with Regional Director of BPC / CVM and Country Head Of Retail and Marketing define country / area CVM value proposition by segmentation that would maximise the commercial impact and elevation of the customer experience
BPC TEAM LEADERSHIP AND PERFORMANCES
-Recruit the right profile of BPCC, following Corporate guidelines
-On-board, train, coach and motivate the team to provide consistent and elevated service to the customers while delivering on sales targets.
-Identify opportunities and roll out BPC initiatives that are in agreement with the Regional and Corporate BPC objectives
-Monitor team progress regularly and drive results in close collaboration with the Store Managers
-Drive the right behaviours and ensure teams adhere consistently to standards and processes agreed to deliver the Burberry Experience to clients
-Estabilsh key external partnership and seek business opportunities
SUPPORT RETAIL IN BUILDING SUCCESFUL CLIENTELING MINDSET
-In partnership with Country S&P & Retail Management team, define a holistic country CVM training plan, looking at on-boarding, ongoing support and ad hoc training needs
-In partnership with Retail & S&P to support elevate the clienteling skillset of all retail organisation
-In partnership with Regional Director of BPC / CVM & country Head of Retail, set up country CVM Budget and monitor ROI
-Oversees execution of key events and customer activities
Measures of success
Retention of all clients for the country / area (CVM KPIs)
BPC performances (Sales, UPT, AUR, ATV, overall productivity, appointments, team retention)
Successful execution of CVM and BPC Initiatives
Commercial success of clienteling activities
Connecting with others
Regional Management & Retail Stores
CVM Corporate Team
BPC Corporate Team
Service & Productivity
Regional Customer Insight
Marketing
Events/PR
Merchandising
Qualifications
7y+ experience in Customer Engagement and Retention
Experience in personally dealing with HNWI
EXPERIENCE
A proven track record in setting business performance targets and driving for results
Past experience in the luxury goods sector, luxury hospitality and in dealing with high net worth individuals
Experience in networking and building relationships
Experience in recruiting, managing, leading and coaching remote teams
Burberry is an Equal Opportunities Employer and as such, treats all applications equally and recruits purely on the basis of skills and experience.
Posting Notes: Australia || Not Applicable || Sydney || Retail || Retail Operations || n/a ||
Job Segment: Manager, Marketing Manager, Merchandising, Management, Marketing, Retail
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