LVMH Group
Director, Client Development and Experience - House of Dior, Beve...
LVMH Group - Beverly Hills, California, United States, 90211
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Overview
Director, Client Development and Experience - House of Dior, Beverly Hills
JOB TITLE:
Director, Client Development and Experience Job Purpose In partnership with the VP, the Director of Client Development and Experience will be responsible for defining and implementing the clienteling strategy across all client tiers in the new Flagship “House of Dior” Beverly Hills, in line with our Business strategy and Budget: Develop and further grow our existing top-tier clients, in partnership with the Private Client Relations team; act as the main “Top Client Ambassador” for the House of Dior in Beverly Hills. Recruit new clients and cultivate relationships in the different circles of the local society. Develop high potential mid-tier clients and turn them into top-tier clients by building a culture of strategic client development amongst the entire team and by leveraging the Retail Events department. Job Responsibilities
This role is also responsible for implementing and ensuring a differentiated and exceptional Client journey and Selling Ceremony, over and above our typical Dior standards and local expectations. This person will act as an Ambassador and a point person for all Dior top clients – coming from all Boutiques within our zone and the rest of the world – to deliver an exceptional client journey throughout the House of Dior as well as to act as a “local concierge”. This role will be responsible for managing the VIP rooms in the House of Dior, their calendar and animation. They will utilize these private spaces not just for client appointments but will partner with the Communications team to develop a calendar of animations (events, meetings, talks, luncheons, dinners, etc.) to ensure the Boutique remains consistently animated to engage existing clients as well as to recruit new ones. They will also lead the hospitality team within the Boutique and the food and beverage offering for clients. They will reinforce our Dior standards, striving for excellence with every interaction, resulting in the development of long-term relationships, and meeting and exceeding store sales and Key Performance Indicators (KPIs), notably NPS and CX results. This person is an experiential leader whose primary focus is to promote and support a culture of Client Development and Experience within the Boutique. This position will contribute to our overall ambition to be the most desirable luxury brand in the Americas, in close partnership with Client Development, Retail Operations and Excellence, Retail Special Projects, Retail Training and Stores teams. Profile
Tasks And Responsibilities Lead execution of Zone Client strategy and development culture within the Boutique, augment and adapt based on specificities of the “House of Dior” in Beverly Hills. Put in place strategy for developing each client tier, in partnership with the Boutique leaders and PCR team. Implement personalized strategy for the top clients of the Boutique and per Sales Associate. Create a mapping and client journey for each of the above clients that encompasses events, gifting and other client activations. Partner with Events and CRM teams to develop market appropriate client experiences. Create monthly plans to drive client outreach (focusing on mid-tier clients) by associate; ensure follow up and track progress. Coach teams on quality and personalized aspect of that client outreach. Identify new and untapped networking opportunities to recruit new clients (hotels, museums, private clubs…) in partnership with the Communications team. Use and adapt new client development tools. Develop and maintain, in partnership with the Communications team, the Boutique animation calendar to proactively use the space to engage and recruit clients. Put in place and sustain elevated client experience in Beverly Hills. Implement and elevate the Dior Selling Ceremony standards to maximize client engagement and relationships. Ensure qualitative Client journey within Beverly Hills boutique across all touch points and put forward recommendations for continuous improvement. Identify opportunities in service and hospitality standards for the Beverly Hills Boutique to ensure consistency as well as “wow moments”. Build a presence and strong network in Beverly Hills market as a resource of readily available recommendations to include, but not limited to, restaurants, entertainment venues, events, etc. Coaching of the stores teams: Partner closely with the Retail Training team to engage regularly with Sales Associates team to ensure all hospitality, clienteling and client experience touch points, inclusive of Grooming guidelines, are being met on a consistent basis. Communicate and execute hospitality initiatives, leading by example to foster a warm, welcoming and engaging shopping experience. Guide Sales Associates in preparing an elevated and seamless execution of all appointments for key/high profile clients. Partner with management to ensure all tools are used to create an excellent experience. As needed, step in to strategically follow up with clients and handle escalated issues with outstanding diplomatic skills. Additional Information
The selected candidate will be offered a salary within the range of $150,000 - 185,000 annually, plus bonus eligibility. The salary offered will be dependent upon the candidate’s relevant skills and experience. Christian Dior Inc. offers comprehensive benefit plans such as medical, dental, vision, Flexible Spending Accounts, and short and long-term disability. Additional employee perks include, but are not limited to employee discount program, various paid time off, volunteer time off, holidays, mental health and wellbeing support, family friendly benefits, reproductive health care, child and elder care services, commuter benefits, 401k plans with an employer contributions matching plan, employee referral program, and more.
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JOB TITLE:
Director, Client Development and Experience Job Purpose In partnership with the VP, the Director of Client Development and Experience will be responsible for defining and implementing the clienteling strategy across all client tiers in the new Flagship “House of Dior” Beverly Hills, in line with our Business strategy and Budget: Develop and further grow our existing top-tier clients, in partnership with the Private Client Relations team; act as the main “Top Client Ambassador” for the House of Dior in Beverly Hills. Recruit new clients and cultivate relationships in the different circles of the local society. Develop high potential mid-tier clients and turn them into top-tier clients by building a culture of strategic client development amongst the entire team and by leveraging the Retail Events department. Job Responsibilities
This role is also responsible for implementing and ensuring a differentiated and exceptional Client journey and Selling Ceremony, over and above our typical Dior standards and local expectations. This person will act as an Ambassador and a point person for all Dior top clients – coming from all Boutiques within our zone and the rest of the world – to deliver an exceptional client journey throughout the House of Dior as well as to act as a “local concierge”. This role will be responsible for managing the VIP rooms in the House of Dior, their calendar and animation. They will utilize these private spaces not just for client appointments but will partner with the Communications team to develop a calendar of animations (events, meetings, talks, luncheons, dinners, etc.) to ensure the Boutique remains consistently animated to engage existing clients as well as to recruit new ones. They will also lead the hospitality team within the Boutique and the food and beverage offering for clients. They will reinforce our Dior standards, striving for excellence with every interaction, resulting in the development of long-term relationships, and meeting and exceeding store sales and Key Performance Indicators (KPIs), notably NPS and CX results. This person is an experiential leader whose primary focus is to promote and support a culture of Client Development and Experience within the Boutique. This position will contribute to our overall ambition to be the most desirable luxury brand in the Americas, in close partnership with Client Development, Retail Operations and Excellence, Retail Special Projects, Retail Training and Stores teams. Profile
Tasks And Responsibilities Lead execution of Zone Client strategy and development culture within the Boutique, augment and adapt based on specificities of the “House of Dior” in Beverly Hills. Put in place strategy for developing each client tier, in partnership with the Boutique leaders and PCR team. Implement personalized strategy for the top clients of the Boutique and per Sales Associate. Create a mapping and client journey for each of the above clients that encompasses events, gifting and other client activations. Partner with Events and CRM teams to develop market appropriate client experiences. Create monthly plans to drive client outreach (focusing on mid-tier clients) by associate; ensure follow up and track progress. Coach teams on quality and personalized aspect of that client outreach. Identify new and untapped networking opportunities to recruit new clients (hotels, museums, private clubs…) in partnership with the Communications team. Use and adapt new client development tools. Develop and maintain, in partnership with the Communications team, the Boutique animation calendar to proactively use the space to engage and recruit clients. Put in place and sustain elevated client experience in Beverly Hills. Implement and elevate the Dior Selling Ceremony standards to maximize client engagement and relationships. Ensure qualitative Client journey within Beverly Hills boutique across all touch points and put forward recommendations for continuous improvement. Identify opportunities in service and hospitality standards for the Beverly Hills Boutique to ensure consistency as well as “wow moments”. Build a presence and strong network in Beverly Hills market as a resource of readily available recommendations to include, but not limited to, restaurants, entertainment venues, events, etc. Coaching of the stores teams: Partner closely with the Retail Training team to engage regularly with Sales Associates team to ensure all hospitality, clienteling and client experience touch points, inclusive of Grooming guidelines, are being met on a consistent basis. Communicate and execute hospitality initiatives, leading by example to foster a warm, welcoming and engaging shopping experience. Guide Sales Associates in preparing an elevated and seamless execution of all appointments for key/high profile clients. Partner with management to ensure all tools are used to create an excellent experience. As needed, step in to strategically follow up with clients and handle escalated issues with outstanding diplomatic skills. Additional Information
The selected candidate will be offered a salary within the range of $150,000 - 185,000 annually, plus bonus eligibility. The salary offered will be dependent upon the candidate’s relevant skills and experience. Christian Dior Inc. offers comprehensive benefit plans such as medical, dental, vision, Flexible Spending Accounts, and short and long-term disability. Additional employee perks include, but are not limited to employee discount program, various paid time off, volunteer time off, holidays, mental health and wellbeing support, family friendly benefits, reproductive health care, child and elder care services, commuter benefits, 401k plans with an employer contributions matching plan, employee referral program, and more.
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