Client Relations Supervisor

Client Relations Supervisor

The Client Relations Supervisor is responsible for driving retail sales as well as partnering with the Boutique Director to create a strong clienteling culture and drive client growth within its home boutique. This role supports the planning and execution of client initiatives for each customer before, during and after service activities. The Client Relations Supervisor closely collaborates with the regional retail team to ensure CRM, Client Development and Special Events activities are executed according to the direction given by management and ensure proper follow-up is conducted by each stylist with their clients.

Main Tasks And Responsibilities

Sales

• Achieve Individual Sales Goal by using appropriate sales techniques:
• Reach monthly, weekly, and annual store targets with the team.
• Increase average basket in quantity and value (UPT, AVT).
• Develop cross-selling.
• Leverage product knowledge.
• Identify potential partnership with external organization to drive additional sales.
• Develop tools to support pro-active business.
• Partner with corporate team to develop an outlet contact plan.

CRM mentorship program

• Provide on-boarding trainings for new hires covering utilization of the Chloe Clienteling App, Data Capture and Client Segmentation as well as the omnichannel tools available to them.
• Support Stylists who are experiencing difficulties in following areas by sharing best practices and building action plans: outreach-to-appointment conversion, data collection, client segmentation growth, UPT, AVT.
• Ensure each stylist use Clientela on a daily basis and complete 100% of tasks assigned to them.

Client segmentation progression, client retention and client reactivation

Top Clients:

• Ensure personalized actions are taken to maintain strong personal relationships with each top client and increase business generated by these segments according to target given by management.

Repeater Clients:

• Reach-out to all contactable intermediate segments’ clients about key brand messages, special promotions and latest deliveries and increase business generated by these segments according to target given by management.

Explorer Clients:

• Ensure properly, timely and meaningful follow-up of all new clients.
• All stylists to outreach to achieve repeat sales from new clients according to target given by management.

Sleepers:

• Ensure actions are taken to reactivate “hot inactive” clients according to target given by management.

Minimum 3 years in retail. Experience with clienteling software preferred.