Senior Associate - Elite
Chalhoub Group
- Dubai
- Permanent
- Full-time
- Onboard Elite members and the benefits of the program.
- Inspire Elite members with group-wide lookbooks, trending content, and personalized offerings.
- Communicate with Elite members regularly to check in and wish on special occasions.
- Manage member requests (experiences, products, occasions) and escalated complaints.
- Cater to Elite members with the support of the wider network of the MUSE team and Brand Private Client Executives.
- Put into action the knowledge of new collection launches, arrival dates, pre-ordering opportunities, and private sales access to maximize engagement and trigger conversions at each activity.
- Implement an integrated VIP clienteling strategy for the ELITE with well-thought-out moments to delight and trigger to shop within the Group's portfolio of brands.
- Anticipate ELITE members' requirements across GCC markets.
- Lead key engagement activities and monthly meetings with Brand Private Client Executives and Elite members.
- Collaborate cross-functionally to create effective content that would lead to increased conversion, engage with ELITE prospects, and re-engage with lapsed ELITE members.
- Manage contact calendar across the UAE and work closely with brands to identify key moments to engage.
- Manage clash calendar.
- Map touchpoints for Private Client Executives across the Group that would act as relays for personal shopping requests.
- Work closely with brand buyers to develop a deep knowledge of seasonal offerings and key trends.
- Maintain inventory and knowledge on exclusive pieces/collections available from all POS within the Group.
- Work closely with Brand Private Client Executives to assist in enhancing the client's shopping experience.
- Build a series of reliable, convenient, hassle-free, and value-added services to delight Elite members.
- Build a portfolio of freelance stylists to cater to Elite members' services.
- Source and curate gifts for key occasions including birthdays.
- Create bespoke and personalized one-on-one moments or events.
- Build, manage, and oversee ELITE dossiers across a portfolio of brands and ensure meaningful/clean data is inputted and derive actionable insights to delight and engage with members.
- Design survey templates to enrich member dossiers with member details including physical attributes, preferred styles and brands, and personality to allow an enhanced member shopping experience.
- Conduct quarterly focus group sessions to identify ways to better understand members' expectations.
- Enrich ELITE members' dossiers with key insights that enable them to better understand, always anticipate, and add true value to our members' lives.
- Work closely with the Data team for dashboard updates on customer acquisition and retention and analysis of the impact of communications to determine the impact or derive actionable insights.
- Review Elite members' preview purchase history, and brands visited and formulate individualized growth strategy.
- Identify new UHNW individuals and opportunities to onboard and build relationships.
- Conduct market and Elite call center visits to monitor and track on-the-ground performance and feedback on any uncaptured issues.
- Monitor and report on competitive activities to ensure the program is proactive or positively perceived vis-a-vis competitor activity.
- Provide bi-weekly sessions to update Brand Private Clients Leads on Elite preferences and key findings.
- Liaise with brands for feedback and support requirements from the Program.
- Review underperforming KPIs and act accordingly to support and drive value.
- Achieve quarterly sales target set to grow Elite members' portfolio.
- You have a proven ability to engage and build customer relations (clienteling).
- You are an excellent team player but also able to work on your own initiative.
- You are resilient with a problem-solving and solutions-focused attitude, with a logical approach to situations.
- You have a proven experience in fashion sales (ideally luxury), with a proven track record of exceeding sales targets, with the drive and motivation to sustain this.
- You have excellent written and verbal communication etiquette in Arabic and English.
- You are organized and able to meet deadlines.