Customer Experience Manager

Client Experience Animation Events

• Defining the CEX animation and event plans to support all product launches, KCPs, store openings, pop-ups, outposts, corporate events and all other marketing moments across all channels.
• Sourcing, booking and purchasing of all required suppliers, supplies and tools to execute this plan within the budget defined by the Head Of Marketing.
• Liaising with the Senior CRM Manager to arrange GWPs and invitations to the events.
• Briefing the retail team ahead of the events.
• Collaborating with the Senior CRM Manager and Digital Marketing Manager to brief landlords and wholesale partners on all activity and secure communication support of the events.
• Uploading all relevant activities to the Diptyque website.
• Working with the VM Manager on VM guidelines to ensure the required VM standards are met with the event set-up.
• Maintaining internal calendars and administrative documents.
• Setting event targets, gathering post-event data, feedback and photos, and analysing results and ROI.
• Post-event qualitative and quantitative reporting to local market and HQ.
• Attendance and hosting at some events will be required.
• Any other tasks relating to the planning and execution of CEX events in all channels.

Client Workshops

• Planning of the Maison London client workshop schedule, including both B2C and B2B corporate offerings.
• Local adaptation of HQ workshop guidelines, and local concept creation for UK specific workshops and corporate workshops, in collaboration with the Training Manager.
• Sourcing, booking and purchasing of all required suppliers, supplies and tools to execute the plan within the budget defined by the Head Of Marketing.
• Liaising with the Senior CRM Manager to arrange GWPs/gifts for the workshops, and to ensure all workshops are uploaded into the Booxi booking system.
• Briefing the retail team ahead of the workshops and providing/arranging any training required, in conjunction with the Training Manager.
• Briefing the Digital Marketing Manager to create supporting paid social campaigns to drive workshop ticket purchases.
• Working with the VM Manager on VM guidelines to ensure the required VM standards are met with the workshop set-up.
• Maintaining internal calendars and administrative documents.
• Gathering post-workshop data, feedback and photos, and analysing results and ROI.
• Post-workshop qualitative and quantitative reporting to local market and HQ.
• Ownership of the above tasks for all corporate and wholesale client workshops.
• Attendance and hosting at some workshops will be required.
• Any other tasks relating to the planning and execution of client workshops in all channels.

Other Duties

• Local management of the client experience measurement programme, including planning, analysis and reporting; collaborating with the marketing, commercial and HR teams to create and execute action plans.
• Forecasting of all POSM related to client experience.
• Collaborating with the UK Marketing, Commercial and Corporate teams on all topics and activities that enrich client experience, both B2C and B2B.
• Supporting the Training Manager with the implementation of new client services, and the maintaining of existing services, such as fragrance consultations, fragrance refill, engraving.
• Shared day-to-day management of the Marketing Intern on all CEX-related tasks.
• Attending monthly and fortnightly meetings with HQ.
• Ad hoc reporting and presentations.
• Team support of all UK marketing events, client or other.

Key Profile Requirements

• Minimum of 5 years of experience in luxury retail client experience.
• Experience planning and managing both small and large-scale events, including the budget.
• Highly developed interpersonal, verbal, and written communication skills, including outstanding presentation skills.
• Team player and client centric mindset.
• Proactive, agile and flexible with innovative problem-solving skills.
• Strong organisational skills and precise attention to detail.