Address
Form of workOverview
SALONI is a fashion company headquartered in London with an office in Hong Kong that was launched in 2010.
The company has built a strong international wholesale business (particularly in the USA) and has a successful and growing Direct to Consumer business through its own website. Production is global though the majority is based in Asia.
The position
SALONI is looking for an experienced VIP & Customer Care Manager to join our creative and busy team. Reporting to the Director of Strategic Growth, the successful candidate will be working in a multi-disciplinary environment providing a best in class, personalized service to our clients.
VIP’s:
The VIP & Customer Care Manager will be focused on driving sales & retention of our top customers. Nurturing customer relationships and develop new customer relationships. Really understanding how these customers want to engage with SALONI, be it by phone, text, what’s app, email.
The VIP & Customer Care Manager will use data to drive sales strategies and a personalized approach to customers. They will develop a VIP trading calendar ensuring VIP’s are front of mind at all times, ensuring they have first visibility of new collections and exclusive collaborations. They will consistently analyze customer data, identifying new customers to Saloni who have the potential to become VIP’s and nurturing them, understanding their preferred ways of contact/purchasing/engaging with the brand.
They will help to design, coordinate and attend Saloni events and network with high potential clients, developing & deepening these relationships post events and develop strategies to build sales through current customers and high potential new customers.
Customer Care:
Managing a team of 1 Customer Care Exec, be the first port of call for all customer enquiries, responding to their queries promptly, professionally and with courtesy to resolve their queries to their satisfaction within company guidelines.
This role will ensure we are offering consistent best-in-class Customer care and constantly looking for ways of improving. Ensuring Customer Care guidelines are kept up to date and refreshed as the company evolves. This role will recognize common issues and liaise with business teams to find long-term workable solutions.
Key Accountabilities
Handle VIP customers with care and discretion.
Handle all VIP contacts and drive high customer satisfaction.
Ensure that an excellent customer experience is delivered to every customer, every time.
Respond to Customer Queries across all platforms ensuring company guidelines are adhered to.
Manage and develop existing Customer Care Exec.
Work with your colleagues across internal departments to continuously strive to improve service and knowledge.
Manage difficult customers with professionalism.
Qualities
Must have at least 3 years experience in a similar role.
Experience in networking and working with high net worth individuals.
Experience in discreetly working with influential individuals.
Excellent communication skills, with the ability and confidence to resolve complex customer issues, delivering a positive outcome for both the Customer and the business.
A reliable and consistent approach to Customer Care, and a strong team player.
A flexible attitude and can take initiative without prompting.
An excellent eye for detail and good organizational skills.
Experience with Shopify Plus, Klayvio, GA4 and Microsoft suite.
A strong interest in Luxury fashion and lifestyle.
Experience working with fashion/lifestyle brands and good understanding of the luxury market.
