Senior Manager, Client Engagement

INTRODUCTIONAt Burberry, we believe creativity opens spaces. This is the core belief that has guided Burberry since it was founded in 1856 and is central to how we operate as a company today. We aim to provide an environment for creative minds from different backgrounds to thrive, bringing a wide range of skills and experiences to everything we do. As a purposeful, values-driven brand, we are committed to being a force for good in the world as well, creating the next generation of sustainable luxury for customers, driving industry change and championing our communities.JOB PURPOSEThis role’s key purpose is to drive the Client Engagement performance in the South East region, for both client retention, re-activation and acquisition objectives. CLIENT ENGAGEMENT PERFORMANCEDefine regional retention targets for the South East region and for individual storesReport on market performance and customer retention strategy plans, providing insight to unlock specific opportunities by store and client segmentWork with retail network on strategy and execution of customer plans to reach top client growth objectivesRESPONSIBILITIESCUSTOMER STRATEGY AND EXECUTIONIn line with the Global and Regional Strategy, develop yearly, quarterly and monthly regional plans to be executed through Retail networkCommunicate to regional retail management and store managers key CRM focuses and actionsInterpret on a monthly basis key top customers retention opportunities and define appropriate action plansIn partnership with the store managers, define the regional value proposition that would maximise the overall contact strategy, including retail animations, client development plansPlan and execute in store and out of store local experiences with the goal to retain top clients and increase loyalty with the BrandResearch and negotiate local opportunities to partner with personal shoppers/stylists, local charities and other targeted and qualitiative groupsSet Client Engagement Budget and monitor ROIIn partnership with Training, define a holistic Client Engagement training plan, looking at on-boarding, ongoing support and ad hoc trainingIn partnership with Corporate Client Engagement team and Retail Operations, ensure all stores receive and are able to use all CRM tools CONNECTING WITH OTHERSClient Engagement Corporate and Regional teams, Customer Insight, Training, Marketing/events, Retail Operations, VM, MerchandisingPERSONAL PROFILEQualification 8-10 years work experience minimum, preferably with experience in Client Engagement Role Experience in hosting clients in a Luxury environmentSolid Retail Experience preferredDeep knowledge of local marketStrong Analytical SkillsCRM tools experienceProject Management Experience Behaviours Great communicator with leadership and Influencing skillsTeam PlayerBusiness AcumenElevated presenceAbility to host HNWIMEASURES OF SUCCESSClient Engagement performance, KPI targetsSolid and globally aligned Customer Retention PlansConsistent and Elevated Luxury Experiences and Retail ExecutionTargeted client acquisition programsFOOTERBurberry is an Equal Opportunities Employer and as such, treats all applications equally and recruits purely on the basis of skills and experience.