Mgr, Consumer Marketing

6 days ago

Queenstown, New Zealand DFS Group Full time

The Customer Experience Manager is responsible for leading customer experience strategy and take responsibility for planning, developing, and managing portfolio of sales activities and reinforces the service qualities and behaviors to create a memorable shopping experience for our customers. The Customer Experience Manager shapes the end-to-end experience of the store to drive conversion across key stages of customer journey, manage customer experience and service to deepen relationships. It is an excellent opportunity for a strong marketer passionate about customer experience and client management, with a strong drive and desire to lead at both strategic and operational level. Understanding of a competitive environment, customer needs and the ability to work creatively and lead with strategic goals are essential to be successful in this role.

Customer Experience
- Ownership of the local experience calendar, leveraging it to support overall store and marketing strategy.
- Communicate and provide updates of all local activities to store, divisional, and global teams.
- Execute approved customer experiences, report results to all relevant business partners.
- Build meaningful relationships with local partners, leverage resources and creativity to create exceptional experiences.
- Assist in the prioritization and evaluation of opportunities to collaboratively build a holistic Marketing calendar for division. - Shaping the Customer Experience strategy in a way that enables us to acquire, convert and retain more engaged and loyal customers.
- Manage LOYAL T database, recruit new members, and drive existing members to higher tiers through various activities
- Maintain a strong clientele relationship through ongoing communication and regular updates on newness, events, and promotions
- Partner with the Sales & Marketing and Consumer Marketing to develop new sources of clientele, events, and programs
- Collaborative partnerships with merchants, vendors, and other external business partners to plan and execute localized Loyal T events and activities, as well as source desired product for members.
- Strengthen relationships with external partners and networks i.e., Hotels, other Luxury establishments.
- Work with PSMs, team leads and sales staff to provide a luxury shopping experience and personalized service to DFS clientele Customer Events & Activities
- Developing all-inclusive customer events, to drive customer conversion rates across all stages of engagement.
- Setting clear, ambitious, and achievable targets for all Customer activities and events; monitoring, evaluating, and feeding the insight back to plans, adapting the deliverables, and activating innovation.
- Managing the budget for Customer Experience events and customer focused activities, ensuring effective use of resources and appropriate allocation in line with overall store Marketing priorities.
- Strong focus on event management processes across the store. - Keep abreast of new marketing techniques to ensure activities respond to our customer needs.

Team & Service Management
- Lead and motivate the Concierge team to provide luxury shopping experience and personal services to DFS clientele
- Provide effective team supervision through open communication, training, coaching and active encouragement of each teammate to meet or exceed sales and targets, while role modeling desired behaviors
- Identify future potential Team Leads and ensure development plans for this talent
- Ensure corrective action is taken to improve unsatisfactory performance, adhering to local Human Resources requirements
- Complete internal reports, presentations and participate in various projects as/when require

**Key Requirements**:
Bachelor’s degree in Marketing and/or any business-related course.

Minimum five years’ experience in Marketing, Retail Operations, Client Management, or similar experience required.

Experience in luxury goods a plus.

Excellent presentation and communication skills. Fluency in Mandarin and English verbal and written. Bilingual language skills in Japanese or Korean desirable.

Strong interpersonal skills with a special sensitivity to working in a multi-cultural environment

Passion for service and building an exceptional customer experience

Flexible in work schedule to meet business needs.

Ability to adapt quickly in a fast paced, high pressure environment.

Self-starter who can work with limited supervision.

Learns on the fly, is a problem solver.

Strong written and verbal communication skills.

DFS is an equal opportunity employer. It is the Company’s policy and practice to employ, promote and treat all employees and applicants on the basis of merit, qualifications and competency and to provide all employees with a workplace that is free of discrimination. Employment decisions are based on qualifications such as education, work experience and talent, and are made without regard to race, color, gender, religion, age, national origin, ma

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