Chalhoub Group
Job description / Role
The Chalhoub Group first ever Group-wide Loyalty Programme, MUSE launched in August 2019 in UAE & Kuwait and will soon launch in Saudi Arabia. MUSE is a three-tiered programme with an unpublished Invitation Only 4th tier named ELITE.
The Private Client Executive is a new function that has been created to engage and delight our Elite Invitation only members of the group, ensure speedy and reliable service and ultimately grow customer lifetime value.
What you’ll do:
To provide an unrivalled member and shopping experience through highly interpersonal skills, up-to-date knowledge on market trends, and an impeccable eye for detail. To implement at a regional level the clienteling strategy with UHNW Individuals, in line with Central guidelines whereby success will be measured though:
– Year on Year retention
– Increased customer value and share of wallet in preferred brands
– Increased customer value and share of wallet in new brands within Chalhoub Group
– Referrals and improved satisfaction scores captured via member feedback channels and surveys
Member Engagement
– Operates WhatsApp to communicate with Elite Members
– Onboard Elite members personally in a 1-1 meeting explaining the Group and the benefits of the programme
– Inspire Elite members with group wide look books, trending content and personalized offering
– Regular communications with Elite members to check in and wish on special occasions
– Manages member requests (experiences, product, occasion) and escalated complaints
– Available and on call and ready to cater to Elite members anytime of the day, with the support of the wider network of MUSE team and Brand PCE
– Puts into action the knowledge of new collection launches, arrival dates, pre-ordering opportunities, private sales access to maximise engagement and trigger conversions at each activity
– Implementation of an integrated VIP clienteling strategy for the ELITE’s with well thought out moments to delight and triggers to shop within the Group’s portfolio of brands
– Demonstrates ability to understand and anticipate ELITE members personality and requirements across GCC markets
