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Head of Clientele (HK) - RetailLane Crawford (Hong Kong) Limited
Head of Clientele (HK) - RetailLane Crawford (Hong Kong) Limited

Job Highlights

  • Clienteling Benchmark
  • Coaching & Development
  • Top Customers Experiences

Job Description

Job Purpose:

“Generate customer insights from reports and analysis to support business decisions. Drive usage of customer insights across all customer touch-points to maximize customer experience, optimize campaign results and build customer loyalty.”


Key Accountabilities:

In addition to following Lane Crawford’s policies and procedures, key accountabilities include, but are not limited to:


Clienteling Benchmark

  • Work with internal teams including but not limited to Sales & Service, Customer Experience, Planning & Insights teams to establish a best in class clienteling experience for Lane Crawford. This should include but not limited to
  • customer segmentation : defining the different segment of customers where the clienteling service should be differentiated e.g., Diamond vs Platinum
  • customer journey: customer experience – making first contact vs on-going, contact instances, frequency of contact, content, post appointment follow up etc.
  • communications benchmarks or standards: channels of communications, tone and manner of language used, guidelines for images or visuals sent etc
  • enriching customer profile: defining the additional data that should be captured to enrich our understanding of each customer, tool to capture, when and what to capture, how this information should be used in the clienteling journey
  • personalised and differentiated experience: how to personalise experience using the knowledge that we have about the customers,
  • Work with Sales & Service Teams to ensure that the customers are paired with the most appropriate Style Advisor (SA) / Personal Stylist (PS), ensuring that the size of the customer portfolio per SA or PS is optimum
  • Establish performance metrics that includes commercial and satisfaction / experience related KPIs to set targets and monitor progress
  • Work with Planning & Insights team to establish regular reports needed to monitor progress as well as any additional customer analysis needed

Coaching & Development

  • Establish the skill-set needed to achieve the clienteling experience and coaching skills needed for supervisors and/or managers to coach their teams appropriately – defining the skill set expected at each level – Style Advisors, Supervisors Personal Stylists, Dept Managers, Store Managers
  • Work with Sales & Service and Learning & Development (L&D) Teams to identify skill gaps within existing team
  • Work with L&D team to develop the learning programmes and curriculum to equip team with the skills needed to deliver the Lane Crawford Clienteling Experience, ensuring that this is a continuous program and with periodic refreshers and follow up
  • Work with Supervisors and/or Managers and L&D team to ensure to ensure that there is on-going on the job coaching and check in of progress of each Staff

Top Customers Experiences

  • Define the ‘top customers in consultation with Store Managers
  • Build relationship with these customers to understand their needs and expectations
  • Work with external partners, vendors and internal teams including but not limited to Sales & Service, Marketing, Product teams to develop personalised experiences or events for these top customers
  • Keep abreast of latest external happenings or developments in order to bring the best in class experience for our top customers
  • Track and monitor engagement of this segment of customers
  • To report and present to management team on a regular basis results of clienteling performance that includes key KPIs as well as learning and insights from these results and their impact to deliver business results.
  • Work with VP to provide regular business updates as well as updates on key initiatives to senior management teams as well as other internal stakeholders
  • To communicate and celebrate successes throughout the organization
  • To be the customer champion within the retail organisation

 Talent Leadership & Development

  • To assist manager in allocation of tasks among team members to ensure that workload is balanced across all members of the team
  • To role model and reinforce the Lane Crawford Vision and Values and Customer Service Promise at all times
  • To reinforce the LC heritage, Brand DNA and culture - storytelling and sharing success at every opportunity
  • To provide the necessary leadership, coaching and guidance to your team to ensure commitment to achieve the Department/BU plan and Individual Objectives
  • To personally demonstrate the LC Leadership Competency behaviours and use these competencies as a tool to coach and develop team members
  • To work with manager to participate in the PDP process, developing knowledge and understanding of team member strengths and development opportunities using Talent Profiles and IDP’s
  • To work with manager to partner with HR/Talent to identify Departmental Talent Pipeline using the full suite of Talent Tools, supporting individuals with relevant learning and development opportunities to ensure success in current and future roles
  • To build a personal connection with each team member, taking time to understand them as individuals and identify ways to motivate, retain and engage
  • To work with manager to take appropriate corrective action with employees who fall below standard (in consultation with HR Department)

Additional Information

Years of Experience
10 years
Employment Type
Full Time, Permanent
Dental insurance, Education allowance, Five-day work week, Free shuttle bus, Life insurance, Medical insurance, Performance bonus, Transportation allowance

Company Overview



The Leading Light for the Global Asian Luxury Customer. 

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