Client Engagement Manager

CLIENT ENGAGEMENT MANAGER MIDDLE EAST

The Armani Group is a leading company in the fashion and luxury sector, with more than 8,000 employees. Its three core brands Giorgio Armani, Emporio Armani and A|X Armani Exchange are active in all the world's major countries, across many continents. With origins firmly rooted in Italy, but also with a cosmopolitan vision and culture, the company has grown since it was founded in 1975, expanding its offer from clothes and accessories to cosmetics, fragrances, eyewear, watches, jewellery, and furniture and furnishing accessories. Today, therefore, as well as being well known in the area of fashion, the Armani Group is also renowned in the sectors of interior design, food and beverage, and hotels and resorts.

Giorgio Armani has created a style that has, with remarkable consistency, continued to explore countless variations and possibilities over the years. The Armani style, in expressing a precise vision down to the most minute detail, is a style in the truest sense of the word: a way of being and presenting oneself, certainly incorporating clothing and accessories, but also including gestures, ways, behaviours and attitudes; a style that goes beyond the sum of its parts, and well beyond what one wears.

Convinced that ethics and aesthetics must coincide, Giorgio Armani expresses fundamental and enduring values through style. He does so by creating timeless pieces that, enhanced by precious materials and artisanal craftwork, resist the whim of fleeting trends with their pure and essential design.

CONTEXT AND PURPOSE OF THE ROLE

Giorgio Armani has recently set up its branch in the Middle East, based in Dubai. The company underwent a change from a wholesale business model to a direct retail one in the following countries: Saudi Arabia, Barhain and Qatar. In this contest, we are looking for a Client Engagement manager who will set up the function and work closely with the Middle East Head of Retail to maintain and build relationships with the client base . He/she will work closely with the Client Engagement teams based in the headquarter in Italy in order to implement the corporate processes and procedures and to widespread the company's culture in the region, creating a consistent approach thus preserving specificities when required. At the same time, the Client Engagement manager will act independently to ensure that projects will be managed smoothly and within the agreed timeframe and will assure that the local needs will be managed appropriately.

The responsibility will encompass all the brands of the group: Giorgio Armani, Emporio Armani, Armani Exchange, Armani Junior, EA7, Armani Casa and Armani Caff.

RESPONSIBILITIES

The Client Engagement manager will lead the execution of the related strategy in Saudi Arabia, Barhain and Qatar, ensuring that clients are engaged and receiving the best possible service, in order to enhance customer satisfaction, loyalty and overall business performance. In particular, the responsibilities will be:

Customer Knowledge

• Analyze market and customer reports
• Define and execute the customer segmentation by brand
• Support and enhance a Company Customer centric culture in GCC
• Share customer knowledge and insights through an effective information flow

CRM

• Develop and implement strategies and targeted actions based on consumer insights, that grow the customer base and drive sales and traffic, leveraging CRM and loyalty
• Manage the CRM system (upgrading, data cleansing, integration, etc.)
• Oversee data mining and reporting
• Improve in-store data collection and data quality

Clienteling

• Plan, develop, manage and execute initiatives to help grow business through engaging new customers and increasing loyalty among existing customers
• Follow up and improve KPIs (recruitment of new customers, retention and upgrading of actual customers, frequency of purchases etc.)
• Implement at regional level the client strategy defined at HQ level by brand and measure results
• Consolidate best practices

VIC

• Deploy in GCC the value proposition for VIC Customers
• Propose and facilitate exceptional customer experiences
• Follow up KPIs related to VIC actions

Cross-channel (with E-commerce)

• Implement t local level the Cross channel strategy
• Execute the one face to the customer strategy across all channels and touch points, working with all key departments
• Support and work collaboratively with E-Commerce and other key departments in order to enhance a consistent and systematic approach

Partnership

• Develop and manage the current partners and scout new ones in accordance with the HQ strategy

REQUIREMENTS

• Degree in Business Administration or relevant field
• A minimum of four years experience in CRM/Client Engagement/Clienteling in the Luxury/Fashion industry in the GCC region
• Enthusiastic approach and willingness to take part to a regional start-up
• Analytical skills combined with creative thinking and business acumen
• Sense of urgency and action oriented
• Critical thinker and problem solving skills
• Strong organisational, project management and strategic thinking skills
• Must be flexible and capable of providing leadership in a fast-paced environment
• Demonstrate a high level of accountability for results
• Strong work ethics
• Availability to travel
• Excellent command of spoken and written English and Arabic
• Good computer literacy in Microsoft Office applications