Senior Associate - Elite

Job description / Role

INSPIRE | EXHILARATE | DELIGHT

For over six decades, Chalhoub Group has been a partner and creator of luxury experiences in the Middle East. The Group, in its endeavour to excel as a hybrid retailer, has reinforced its distribution and marketing services with a portfolio of eight owned brands and over 300 international brands in the luxury, beauty, fashion, and art de vivre categories. More recently, the Group expanded its expertise into new categories of luxury watches, jewellery, and eyewear.

ELITE was first launched as a service by Chalhoub Group in 2017. Access to Elite is by invitation only and criteria for entry are highly guarded and reserved for discerning clientele and the UHNWI. ELITE's ultra-value clientele will have unmatched access to a dedicated Relationship Manager whose sole focus is curating a world of bespoke experiences and on-demand services tailored to their needs.

The Role:

As a Senior Associate within ELITE, you will play a pivotal role in fostering client engagement and strategizing acquisition and retention efforts to drive revenue growth. This role will also focus on growing a portfolio of Personal Shoppers, Personal Stylists, and royal family Assistants.

Your primary focus will be managing Stylist (we refer to as Ambassadors) as well as Clients (we refer to as ELITE) profiles, and nurturing relationships with key brands. In summary, you will be responsible for client acquisition, engagement, retention, and implementing innovative strategies to enhance our services to these profiles.

What you'll be doing

Member Engagement:

- Onboard Elite members and the benefits of the program.
- Inspire Elite members with group-wide lookbooks, trending content, and personalized offerings.
- Communicate with Elite members regularly to check in and wish on special occasions.
- Manage member requests (experiences, products, occasions) and escalated complaints.
- Cater to Elite members with the support of the wider network of the MUSE team and Brand Private Client Executives.
- Put into action the knowledge of new collection launches, arrival dates, pre-ordering opportunities, and private sales access to maximize engagement and trigger conversions at each activity.
- Implement an integrated VIP clienteling strategy for the ELITE with well-thought-out moments to delight and trigger to shop within the Group's portfolio of brands.
- Anticipate ELITE members' requirements across GCC markets.

Brand Engagement:

- Lead key engagement activities and monthly meetings with Brand Private Client Executives and Elite members.
- Collaborate cross-functionally to create effective content that would lead to increased conversion, engage with ELITE prospects, and re-engage with lapsed ELITE members.
- Manage contact calendar across the UAE and work closely with brands to identify key moments to engage.
- Manage clash calendar.
- Map touchpoints for Private Client Executives across the Group that would act as relays for personal shopping requests.
- Work closely with brand buyers to develop a deep knowledge of seasonal offerings and key trends.
- Maintain inventory and knowledge on exclusive pieces/collections available from all POS within the Group.
- Work closely with Brand Private Client Executives to assist in enhancing the client's shopping experience.

Experiences Curation:

- Build a series of reliable, convenient, hassle-free, and value-added services to delight Elite members.
- Build a portfolio of freelance stylists to cater to Elite members' services.
- Source and curate gifts for key occasions including birthdays.
- Create bespoke and personalized one-on-one moments or events.

Members' Dossiers Enrichment:

- Build, manage, and oversee ELITE dossiers across a portfolio of brands and ensure meaningful/clean data is inputted and derive actionable insights to delight and engage with members.
- Design survey templates to enrich member dossiers with member details including physical attributes, preferred styles and brands, and personality to allow an enhanced member shopping experience.
- Conduct quarterly focus group sessions to identify ways to better understand members' expectations.
- Enrich ELITE members' dossiers with key insights that enable them to better understand, always anticipate, and add true value to our members' lives.

Reporting and Monitoring:

- Work closely with the Data team for dashboard updates on customer acquisition and retention and analysis of the impact of communications to determine the impact or derive actionable insights.
- Review Elite members' preview purchase history, and brands visited and formulate individualized growth strategy.
- Identify new UHNW individuals and opportunities to onboard and build relationships.
- Conduct market and Elite call center visits to monitor and track on-the-ground performance and feedback on any uncaptured issues.
- Monitor and report on competitive activities to ensure the program is proactive or positively perceived vis-a-vis competitor activity.
- Provide bi-weekly sessions to update Brand Private Clients Leads on Elite preferences and key findings.
- Liaise with brands for feedback and support requirements from the Program.
- Review underperforming KPIs and act accordingly to support and drive value.

Target:

- Achieve quarterly sales target set to grow Elite members' portfolio

Requirements

What you'll need to succeed

- You have a proven ability to engage and build customer relations (clienteling).
- You are an excellent team player but also able to work on your own initiative.
- You are resilient with a problem-solving and solutions-focused attitude, with a logical approach to situations.
- You have a proven experience in fashion sales (ideally luxury), with a proven track record of exceeding sales targets, with the drive and motivation to sustain this.
- You have excellent written and verbal communication etiquette in Arabic and English.
- You are organized and able to meet deadlines.

What we can offer you

With us, you will turn your aspirations into reality. We will help shape your journey through enriching experiences, learning and development opportunities and exposure to different assignments within your role or through internal mobility. Our Group offers diverse career paths for those who are extraordinary, every day.

About the Company

The Chalhoub Group is the leading partner for luxury across the Middle East since 1955. As an expert in retail, distribution and marketing services based in Dubai, the group has become a major player in the fashion, beauty and gift sectors regionally.

By blending its Middle East expertise and intimate knowledge of luxury, Chalhoub Group is building brands in the region, by offering service excellence to all its partners and a unique experience to its customers through its passionate teams.

With a growing workforce of more than 9,000 people, implemented in 14 countries, as well as the operating of over 470 retail outlets, the group's success is attributed to its most valued asset of highly skilled and dedicated teams. Professionalism and passion are what fuel the Chalhoub Group's competitive edge in today's market.

By being committed to implementing sustainable practices into their business, the Chalhoub Group has been awarded in 2013 the CSR Label from the Dubai Chamber of Commerce.