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