Richemont owns several of the world's leading companies in the field of luxury goods, with particular strengths in jewellery, luxury watches and writing instruments.
Our Maisons™ encompass several of the most prestigious names in the luxury industry including Cartier, Van Cleef & Arpels, Piaget, Vacheron Constantin, Jaeger-LeCoultre, IWC, Panerai, Montblanc and Shanghai Tang.
MAIN PURPOSE
Key responsibility 1 – Customer Relationship Management (CRM)
Support the Retail Manager in implementing CRM plans as follows:
Ø Monitor CRM expenses and budget
Ø Customers Database (CDB): Ensure CDB is updated, relevant and complete
Ø Attend enquiries received from Regional Call Center
Ø Adapt locally Clients contact plan, subsequent roll out and follow-up
Ø Manage client data extractions and provide reports/information for campaigns such as :
§ Events
§ Mailings (Catalogues, Welcome Packs),
§ Email Blasts
§ Emailing campaigns
§ Send to boutiques Birthday & Anniversary reminders & analysis
§ Sending of letters
§ Marketing requests
Key responsibility 2 – Retail Operations and Performance
Ø Submit to Regional team and/or Retail Manager:
§ Daily Sales Reports
§ Monthly actual sales vs budget
§ Month-end Reports, Key Retail Indicators
§ Other reports on a project basis such as competitors’ analysis, sales staff performance, etc
Ø Support Retail Manager and Trainer in the implementation of action plans relating to Mystery Shopping
Ø Monthly Retail Meeting
§ Follow up with Retail Manager on the Meeting agenda and communication to the team
§ Take minutes of meeting and ensure accountability is assigned to each person for subsequent follow-ups
Ø Boutique openings and store design projects:
§ On-site support on administrative tasks (PO, invoices …)
§ Coordination with regional store planning team and third parties involved to facilitate a smooth process.
Ø Support Boutique Operations:
§ Assist in organizing events - e.g. invitations, coordinating the logistics/travel arrangements for VIP customers attending overseas events
§ Consolidate feedback - e.g. for marketing purpose
§ Other Administration - e.g. liaise between boutiques & A/C, Admin & IS&O dept.
§ Create POS and boutique billings follow up
§ Keep track of expenses relating to boutiques or staff by verifying invoices. For example: repair and maintenance, training, uniform, PLVs.
§ Support boutiques administrative duties. For example: printing letterheads, arranging stationaries, invoices, name cards.
Key responsibility 3 – Customer Service
Ø Ensure customer service communication with the boutiques.
Ø Ensure that policies defined by Central are applied in the country
Ø External Workshop Report
Ø Follow up on repair and quality issues
o Repair Order follow-up
o Quality Issue: create forms & follow-up
o Escalate to Retail Manager accordingly
Ø Close follow up on Special orders and VIP customers’ needs
Ø Escalate to Retail Manager for matters needing attention or decision making
Ø Implement new services as supervised by Retail Manager
Key responsibility 4 – Training Coordination
Ø Support trainer with coordination of training programs for Retail team
Ø Organize induction agenda for new recruits
Related Job Searches:
- Company:
Richemont Luxury (Singapore) Pte Ltd - Designation:
Retail Co-ordinator - Profession:
Customer Service / Communications - Industry:
Retail / eCommerce