High-End Manager

• Identify potential HEB talents (internal & external) and assist in developing them into HEB experts/specialists.

• Anticipate talent needs in boutiques, encourage team members to aim high, and lead effort to find the right resources and tools to have the team at its best.

• Form diverse teams within boutiques, motivate individual members to think creatively by sharing ideas and skillsets, and promote collective thinking and teamwork.

• One-to-one coaching (mindset-oriented)

Enhance and Supervise the Delivery of Ultimate Luxury Customer Experience

• Actively engage and escort VIP clients in new client experiences/activities such as HJ Salon and overseas trips

• Develop high-end partnerships and synergy between boutiques, with best practices & case study sharing to create a platform for synergy and success within Vietnam.

• Provide coaching to the team on how to engage and captivate potential high-end clients.

• Conduct coaching with FAs on presentation and quality control of high-end merchandise on regular basis.

• Supervise and observe the behaviour & performances of all retail staff, and step in to provide prompt assistance in customer enquiries and complaint resolution quickly and effectively.

Client Engagement and Relationship Management

• Identify opportunities & implement a proactive strategy and actionable plans in new high-end client acquisition.

• Provide strategic planning and assistance to all retail staff on High-end client engagement/relationship management.

• Recruit clients beyond Chanel distribution (i.e., networking).

• Establish own client network and have ability to perform advanced client profiling.

• Monitor and enforce staff’s client engagement & relationship-building behaviour for high-end clients, and provide timely feedback of praise and/or areas of improvement.

• Closely work with Fashion team to identify and convert their VIP clients, and to “buy-in” our fashion team counterparts.

• Work with boutiques’ team members to gain a thorough and personalized understanding of HEB clients to provide personalized experiences and services.

• Take the lead on client outreach initiatives & execution outside of WFJ network through Fashion teams, landlords, personal shoppers, and to share mall shopper insights from competitor brands (who we should actively target within mall database)

• Understand all local boutiques’ HEB clients thoroughly and be able to prioritize different clients depending on the appropriate event or sales opportunity.

• Closely monitor client engagement results and partner with boutique management team to take necessary actions to optimize results.

Foster Internal Partnerships

• Make HEB top-of-mind for Fashion staff and clients via training, personal interaction & networking.

• Build relationship with Fashion team to facilitate HE client referral to his/her boutique.

• Collaborate with all departments and boutiques on implementation of sales & client development plans.

High-end Assortment Merchandise & Inventory

• Support WFJ Merchandising team in proposing the right HEB category mix for boutiques/events based on each HEB need.

• Provide regular feedback from clients on HEB categories to WFJ Manager, Retail Manager & Merchandising team.

• Make suggestions to VM in driving HEB sales.

• Actively suggest HEB merchandise transfer proposals when there are high potential sales opportunities and to leverage those opportunities across local boutiques.

• Provide recommendations on repair and quality check of HEB categories.

• Supervise inventory & report discrepancies in a timely manner.

• Reinforce Company’s guidelines and ensure that proper controls are being followed to prevent stock loss, pilferage or damage through daily briefing and coaching session.

Expectations on role

• HEB Contribution

  • Be an expert & point of reference in HEB & HE client experience.

  • Always be an ambassador of Chanel Vietnam’s HEB.

  • Engage & strengthen relationships with the top clients & provide a superb client journey.

• Team Development

  • Gamify and make HEB sales/ client development goals fun and understandable for retail teams.

  • Suggest needs on incentives & team-building in order to foster a vibrant HEB community within boutiques.

  • Find opportunities for the WFJ team to build long-term relationships with FAs and Fashion clients.

  • Identify & develop potential clients as a partner with all FAs/ SFAs in boutiques.

  • Provide coaching & facilitation on clienteling, outreach, storytelling and closing sales.

• Business Development

  • Explore external opportunities to recruit new HEB clients with WFJ, Retail & Marketing teams.

  • Develop good knowledge of VIP clients from the malls.

Key requirements:

Academic / Professional Qualifications

• Bachelor’s degree, minimum.

• GIA Gemmologist is preferred.

Work Experience:

• Solid experience in retail industry, experience in WFJ / luxury background.

• Minimum 5 years of experience in relevant retail supervisory experience

Required Competencies

• Proactive and passionate

• Excellent communication skills

• Good command of Vietnamese and English

• Good presentation with excellent interpersonal, teamwork & communication skills

• Strong customer services mindset and excellent customer service skills

• Presentable appearance

• Open to feedback and able to deliver messages in a positive manner

• Leadership skills including deep listening, open minded, empathy, caring