Customer & Clientelling support Manager
Job Introduction
A bit about the role
As Customer & Clientelling Support Manager, you will support the implementation and delivery of Clientelling and Customer Connect within our stores, supporting the leadership team in the delivery of sales growth and customer satisfaction through Clientelling services. The role collaborates with key stakeholders both locally and at Head Office for VIP, customer connect and Personal Shopping, connecting strategy and data insight into pragmatic plans. The role will inspire and translate insight into action locally, validating and qualifying data for the store and ensuring it is used for local action plans.
As Customer & Clientelling Support Manager you will:
1. Translate customer data and insight into action locally, working with the Customer Insight team & engaging with the store leadership.
2. Bring customer data & reporting to life for store management and team members, working with the store management team to translate into meaningful practical actions.
3. Highlight and provide insight on poor Clientelling performance, collaborating with both the Clienteling & Service Consultant and Department Managerss to drive improvements
4. Be aware of the top customers being served through My Yellow Book and ensure there is a plan for them. Provide insight and knowledge about key customers upwards to store leadership and support team members and DM’s with putting together a plan for them.
5. Work in conjunction with the Personal Shopping Manager to share local knowledge and plans for VIPs, connecting store leadership with VIPs, providing store insight on VIP and refreshing local action plans accordingly.
6. Understand the customer base and how this is distributed and managed around the store and advise the store leadership team on how and where Clientelling can be grown.
7. Understand the connection locally between VIP, Members Club, Personal Shopping and Clientelling and supports and advises store leadership and team members on their plan for clients.
A bit about you
How you’ll do it…you will be:
8. Knowledgeable on how to deliver exceptional service and cultivate client relationships, leading and coaching others to do the same.
9. Commercially astute – you are responsive to customer needs as well as market and competitor trends. You take opportunities to improve performance by creating and owning a clear plan to deliver results.
10. A great communicator – you are friendly and confident in your manner and you excel in the relationships you build with customers, team members, stakeholders and concession partners.
11. A natural leader – you coach to drive performance and enable change as well as supporting development.
12. A team player – you bring ideas and share best practice with senior managers while supporting others as appropriate.
13. Collaborative – you work flexibly as part of the management team and support with projects and in cross functional meetings as appropriate.
Which KPI's will I be working towards... (Not exhaustive)
Supporting the 121 Customer strategy through focus on the following KPI’s:
Frequency of customer visits, VIP enrolment and performance, Top Active customers targets achieved, Increase of contactable opt in rate of customers, Active contactable customers, NPS,MYB appointments/frequency and ATV deliverables. Top 100 customers known and shared.
Who will I be collaborating with?
Clienteling & Service Consultant, Customer insights team, PS Manager, Store leadership teams both London and regions, Customer engagement team
This guide represents a summary of the role, however all team members are expected to be flexible in the work they undertake, which may change from time to time, according to the needs of the business
Selfridges