Client Development Manager

To drive business opportunities and build lasting client relationships by developing and implementing store-level clienteling strategies, leveraging Client Relations initiatives and CRM insights, and maximizing the impact of client events through targeted participation and personalized follow-up. The role is responsible for cultivating a client-centric culture within the store, equipping and coaching the team to deliver meaningful, personalized client interactions that strengthen acquisition, retention and loyalty while supporting store business objectives.

Reporting to the Store Director and working in close partnership with the Client Development Manager, Hong Kong, Macau & Taiwan (HMT), the role translates the HMT Client Development roadmap into practical store-level actions. It provides feedback on client needs, team capabilities and execution outcomes to support the continuous improvement of market initiatives.

Develop and Implement Store-Level Clienteling Strategy

• Translate the Client Development roadmap into store-level plans, aligned with global direction, store business priorities and client insights.
• Identify and develop high-potential clients for High Jewelry, creating personalized engagement plans in partnership with Client Advisors and store management.
• Develop targeted initiatives to attract new clients and nurture them into loyal, long-term clients.
• Develop and execute outreach plans to re-engage inactive clients and recapture their business via CRM data insights.
• Develop and enhance the in-store client experience and journey, identifying opportunities for personalized service and high-touch moments.
• Partner with Client Relations and Client Development team on client selection, preparation, participation and follow-up for events and activations, with clear objectives for relationship development and business outcomes.

Cultivate a Clienteling Culture

• Lead by example on the floor, demonstrating exceptional client engagement and experience
• Provide ongoing training and coaching to store members on effective clienteling practices, emphasizing personalized communication, relationship-building and selling strategies.
• Support the adoption and effective use of CRM and clienteling tools.
• Establish a clienteling community to foster a culture of client-centricity.
• Collect best practices and share it across the store network.

Monitor the Execution of Clienteling Actions

• Track and analyze clienteling KPIs to ensure the effectiveness of clienteling initiatives.
• Utilize CRM data to identify and address any gaps in client engagement, ensuring a consistent and personalized experience for all clients.
• Conduct regular reviews of clienteling activities with Client Advisors and Store Management, providing actionable feedback and refining store-level action plans as needed
• Monitor client feedback and satisfaction levels, using insights to continuously improve clienteling practices and address any issues promptly.
• Monitor outreach and event outcomes, sharing progress, challenges and recommended actions with the Store Director and Client Development team.
• Reinforce accurate and timely recording of client information and interactions, in line with company requirements.

Leverage partnership with Client Development, Client Relations & CRM Team

• Act as the store’s key contact for the Client Development team, coordinating the rollout of CRM campaigns, client programs and clienteling initiatives.
• Partnering with Client Relations team to ensure smooth delivery of client initiatives
• Utilize CRM data to identify and maximize the business opportunities.
• Provide timely feedback on client responses, campaign effectiveness, tool usability and store execution needs to stakeholders
• Collaborate with third party to engage prospective clients.

Qualifications:

• 5+ years of relevant experience in retail, client development, client relations or a related field.
• Experience in delivering personalized client experiences and developing long-term client relationships.
• Practical understanding of store operations, clienteling and the use of CRM tools and client insights to drive action.
• Strong written, verbal and presentation skills 
• Strong influencing and coaching skills, with the ability to motivate colleagues and build effective partnerships.
• Existing relationships with vendors/external partners