About Buccellati
Founded in Milan in 1919, Buccellati is an Italian high jewelry Maison renowned for its exceptional craftsmanship, refined aesthetics, and timeless design. Known for its distinctive engraving techniques and rich artistic heritage, the brand has established a strong presence among connoisseurs of true luxury.
Buccellati Japan is committed to cultivating brand prestige and delivering an elevated experience to the Japanese market.
Position Summary
The Retail Excellence Manager is responsible for elevating the client experience across all Buccellati boutiques in Japan. This role involves creating and implementing targeted CRM initiatives and boutique-specific action plans, with diligent follow-up to measure success and drive continuous improvement. The Retail Excellence Manager will leverage data-driven insights to optimize client engagement, recruitment, upgrade, and loyalty strategies, ensuring a seamless and luxurious experience for every client.
Main Responsibilities
Key Responsibility 1: CRM, Client Engagement, and Clienteling
- Analyze and Report: Meticulously track and analyze the performance of CRM, Client Experience, and Clienteling programs, providing regular reports on progress towards key objectives, including client engagement, recruitment, upgrade rates, and loyalty metrics.
- Data-Driven Optimization: Utilize data-driven insights to refine client selection strategies for all CRM, Client Experience, and Clienteling activities, maximizing ROI and ensuring targeted outreach.
- Segmentation Strategy: Develop and implement a robust client segmentation strategy to drive growth and accuracy for targeted activities, including personalized campaigns and exclusive events.
- Campaign Management: Collaborate with the marketing team to develop and execute targeted CRM campaigns, leveraging client data to personalize messaging and offers.
- Clienteling Program Development: Build and roll out a comprehensive clienteling program in close collaboration with the marketing team, providing boutiques with the tools and training necessary to cultivate lasting client relationships.
Key Responsibility 2: Retail Performance and Management
- Strategic Action Planning & Execution: Develop, implement, and monitor tailored strategic action plans for each boutique, addressing specific needs and opportunities to enhance the client experience and drive sales growth.
- KPI Monitoring & Engagement: Define, communicate, and monitor key Sales KPIs across all boutiques, fostering a culture of accountability and continuous improvement in client engagement to achieve annual sales targets through the effective execution of boutique action plans.
- Sales Forecasting & Analysis: Analyze annual and monthly sales forecasts, proactively monitor retail KPIs, and provide clear direction to Boutique Managers regarding the actions required to achieve sales targets and improve overall retail performance.
- Gaisho Activation & Relationship Building: Strategically plan and coordinate Gaisho activities for each boutique, leveraging personal connections and networking opportunities to drive sales, build brand loyalty, and cultivate relationships with key clients.
Key Responsibility 3: Client Experience & Training
- Service Quality Monitoring: Continuously monitor client experience and service levels through mystery shopper programs and Google Reviews, identifying areas for improvement and developing actionable solutions.
- Training Program Implementation: Design and implement comprehensive training programs for boutique staff, clarifying program objectives and ensuring consistent delivery of the Buccellati service standards.
- Field Training & Coaching: Conduct regular field training sessions to coach sales associates on the Buccellati selling ceremony and other key aspects of the client experience.
- Trainer Development: Train and support boutique trainers, providing them with the resources and guidance necessary to effectively train their teams and maintain high standards of service.
Candidate Profile
Experience
- 5-10 years of experience in retail sales management, preferably within the luxury goods industry.
- Proven ability to analyze, monitor, and develop effective business plans to drive sales and improve retail KPIs.
- Demonstrated success in achieving sales targets and improving retail performance metrics.
- Experience in team member development, coaching, and mentoring.
- Proven ability to build and motivate high-performing teams.
Skills
- Native fluency in Japanese.
- Business-level proficiency in English.
- Advanced proficiency in Microsoft Excel (familiar with PC operation).
- Excellent interpersonal and communication skills, with the ability to build strong relationships with clients and colleagues.
- Hands-on management style with a proactive and results-oriented approach.
- Strong understanding of CRM principles and best practices.
- Experience with clienteling programs and strategies.
- Ability to analyze data and generate actionable insights
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