UK Manager of Clients

COMPANY

By creating exceptional events, Arlettie has established itself as a European leader in organising unique private sales, both in showrooms and online, bringing together the biggest names in luxury in our showrooms in Paris, London, and Milan. The Arlettie showrooms are designed as showcases and each week they are adorned with the colours of prestigious fashion, jewellery, leather goods, and accessory brands.

The showroom network has recently been expanded with the opening of an e-shop, bringing the joys of 2.0 shopping to as many people as possible.

With a database of over 300,000 clients, Arlettie has developed a calendar of exclusive sales to offer its community a unique shopping experience.

As we embark on an exciting period of growth, we are actively seeking an experienced UK Manager of Clients to join our growing team!

Responsibilities: 

 Team Management – 

• Manage the permanent team members; VIP Membership Development Coordinator, UK Hostess and Client Services Coordinator, as well as the additional 0-hour contract support members. Schedule weekly 1to1 meetings to discuss their topics, review ideas, and oversee the development of each role. Report all updates to the Country Manager. 
• Together with the HR Manager, recruit, onboard and train for all roles. 

Customer Service – 

• Oversee Customer Service Coordinator, ensuring all cases are being answered in a timely manner, and are being assigned to the relevant team members. 
• Collaborate with the Customer Service Coordinator to review all Incident reporting, collaborating with the floor team to find clients who are breaching the Terms and Conditions, and contact them with the relevant solution - ban, suspend, warning. 
• Collaborate with tech team on reporting system errors and trouble shooting. 
• Create dashboards and reports to track all customer engagement ensuring all cases are assigned and answered appropriately. 
• Collaborate with Director of Clients FR and Client Managers in US and IT to create efficient processes for the global group to ensure all cases are answered according to the Arlettie DNA, utilising current and new tools on Salesforce such as short-cut text, knowledge, etc,
• Maintain an up-to-date knowledge of all current consumer laws and ensure these are adhered to across all the Customer Service touchpoints. 
• Regularly monitor response rates and FAQs, reviewing current processes to ensure website information is up to date, and optimized. 
• Review and develop proposals for the long-term strategies to boost engagement amongst customers, creating more personalised experiences and ensuring an Arlettie tone and DNA throughout. 

Database Growth- 

• From A-Z, collaborate with Paris and the tech team, to design and build new website journeys using Figma and design programs to encourage sign ups, referrals and database growth. Present proposals to share with key stakeholders - Founder and Country Manager. After approval, work with tech team to implement new journey for UK, FR, IT and more.

Membership development-

• Based on the annual budget forecasting, set additional phoning campaigns for sale-specific conversion campaigns/ footfall drivers from determining targeting to script optimisation, team training and campaign reporting. 
• Review all development ideas from the VIP Membership developer, and action according to priority and relevance. 
• Collaborate with the Senior Project Manager to optimise processes, email communications, implement trigger journeys for retention and anti-churn. 
• Brainstorm ideas for new conversion touch points together with the Director of Clients FR, present proposals to C-levels and Directors before collaborating with Senior Project Manager, Tech team and Director of Marketing to execute the project in FR, UK, IT and US (if relevant). Touch points could include the likes of website optimisation, e-shop, in-showroom experience and email.

Budget Management and Reporting-

• Forecast annual targets for database growth and collaborate with the Country Manager to pinpoint Sales to push externally throughout the calendar. 
• Forecast annual targets and budgets for the Membership program and Client support. 
• Manage contracts and invoices for all external marketing pushes.
• Share weekly, monthly and annual reports with the C level Management, Directors and Country Manager on the development of the Membership program. Report on weekly highlights and lowlights, retention and churn statistics, as well as analysis on general environmental factors, or sale specific factors for the Membership, and highlight the monthly database growth rate, the results from the tracked external media actions, and general analysis on churn etc for the database growth.

Qualifications, skills and experience-

·      Bachelor’s degree in business or equivalent in Marketing

·      2-4 years prior industry related experience in a fast paced, fashion and luxury industry 

·      Knowledge and understanding of Salesforce or equivalent CRM tool are required. 

·      Previous experience in Customer Service is required. 

·      Must be native in English (speaking, reading and writing). 

Profile- 

·    Customer focus: good listening skills, absolute respect for the customer, adherence to the Arlettie image, responsiveness, perseverance,

·      Structure: process-oriented, rigorous, with the ability to analyse and synthesise,

·      Commercial mindset: a taste for challenges, solution-seeking, strong persuasion skills,

·      Leadership: motivating others, stress management, leading by example, high standards.

·    You are proficient in basic computer tools (Microsoft Office Word and Excel) and are familiar with customer relationship management tools (Salesforce is a plus).

Native English and French communication skills are required (speaking, reading, and writing).