Key Client Experience manager

Client Relationship Management
1 Manage a portfolio of key HNWI clients, ensuring personalized and consistent engagement through a high-touch service approach.
2 Build trusted, long-term relationships with Platinum and high-value clients, understanding their preferences, lifestyle, and shopping behaviors.
3 Act as the primary point of contact and advisor for key clients, providing pre-visit planning, private shopping appointments, and follow-up services.
4 Gather and analyze client feedback and needs, ensuring all actions align with both client expectations and Florentia Village’s luxury brand image.
Commercial Impact & Clienteling
5 Develop and implement personalized strategies to increase client spending, visit frequency, and overall contribution to centre revenue.
6 Collaborate with luxury brand stores and the Senior Retail Manager to curate personalized offers, product previews, and exclusive shopping experiences.
7 Monitor individual client purchasing behaviors and prepare action plans to drive cross-brand and cross-centre sales opportunities.
8 Track and report client revenue performance, sales uplift, and retention KPIs, providing regular updates to the Centre Director and Commercial Director.
Experience Execution & Monitoring
9 Work closely with the Partnership & Experience Manager and HQ CRM team to execute client journeys and engagement initiatives for top-tier members.
10 Ensure flawless implementation of client touchpoints, events, and brand activations tailored to Platinum members and high-value clients.
11 Monitor client lifecycle and measure the ROI of all client engagement activities, identifying areas for improvement and innovation.
12 Manage assigned budget for client engagement tools and ensure cost efficiency and impact delivery.
Cross-Functional Collaboration
13 Collaborate with retail, CRM, and marketing teams to ensure alignment of client engagement programs with commercial objectives.
14 Coordinate with brand partners and store managers to ensure readiness for key client visits, optimizing service and assortment quality.
15 Actively contribute to the sharing of insights and best practices between centres to strengthen the overall Florentia Village client strategy.
Brand Representation & Advocacy
16 Act as a Brand Ambassador for Florentia Village, promoting the brand’s Italian heritage, values, and premium experience among HNWIs.
17 Represent Florentia Village with professionalism and discretion in all client and partner interactions.
18 Promote the Florentia Village lifestyle and membership program to attract and recruit new qualified HNWI members.
Compliance & Standards
19 Ensure full compliance with corporate policies, including FCPA, PRC anti-bribery, and confidentiality regulations.
20 Maintain accurate and secure management of client data in adherence to privacy and data protection requirements.
Key Requirements
1 Master’s degree or equivalent in Business Administration, Marketing, Luxury Management, or related field.
2 5–10 years of experience in client experience, clienteling, or CRM within the luxury retail, hospitality, or lifestyle industries.
3 Proven ability to convert client engagement into measurable sales results through personalized service and relationship management.
4 Strong analytical skills with the ability to translate client data and feedback into actionable commercial strategies.
5 Excellent communication, interpersonal, and negotiation abilities, with confidence in engaging HNWI clients and luxury brand representatives.
6 Deep understanding of luxury client expectations, behaviors, and cultural sensitivities in the Chinese market.
7 Proactive and strategic thinker with creativity and attention to detail in delivering exclusive, high-quality experiences.
8 Fluent in English and Mandarin (written and spoken); proficiency in Italian or other European languages is an advantage.
9 A passionate, polished, and empathetic professional who exemplifies Florentia Village’s values of excellence, authenticity, and refinement.