Reports to         Senior Manager, Global Client Services

Department       Global Client Relationship Management

Location            Hong Kong Chinachem Office 9/F            

Purpose and Objective of Position

This position will serve as the key liaison in leading DFS loyalty program worldwide. The successful candidate will oversee the DFS Loyalty program operation worldwide and devise strategies and implementation plans to effectively drive member acquisition, engagement and satisfaction, return visits and growth of DFS VIP clientele

Essential Job Duties and Responsibilities

• Devise strategies and implementation plans in support of DFS Loyalty program and initiatives to effectively drive member acquisition, engagement and satisfaction, return visits and growth of DFS VIP clientele
• Work closely with the Client Services Managers worldwide to ensure a smooth operation of global member activities
• Establish quality customer service standards, monitor and oversee the execution on DFS Loyalty program related guidelines and policy, and conduct training as necessary
• Ensure all strategies are measurable by tracking the returns of the programs and recommending refinements for continuous improvement
• Support and participate in all marketing campaigns in related to DFS loyalty program
• Work with teams to build, understand, adopt and reinforce the importance of having a customer-centric approach, consistently striving to improve the customer experience pre-, during, and post visits
• Participate in hiring, training and developing Client Services teams including Client Services Managers, Personal Shoppers, Lounge Attendants and Concierge
• Review training program for Client Services teams encompassing key functions to master in order to equip them with specific tools to maximize work efficiency – learnings will be applied so as to ultimately benefit the customers
• Conduct DFS loyalty program to new hired staffs and refresher trainings to existing staffs.
• Deliver luxury shopping experience and exceptional experiences to DFS loyalty members
• Perform other duties as requested

  Knowledge, Skills and Abilities Required

 Other Qualifications / Core Competencies

• Excellent written and oral communications in English, other language (Mandarin, Japanese) would be an advantage
• Highly innovative and creative with constant drive for improvement and a passion for customer centricity
• Business knowledge of customer data management
• Strong proficiency in MS Office (Word, Excel and Power point)
• Self-motivated with excellent attention to detail
• Energetic and flexible to multi task, able to meet aggressive deadlines under pressure with limited resources
• Exceptional decision-making, communication, presentation, interpersonal and project management skills
• Strong team player
• Strong analytical skills, with demonstrated ability to use market data to deliver program effectiveness
• Proven cross functional leadership skills, including experience interfacing effectively with multiple levels of management, and experience managing complex projects and integrating new initiatives across the organization

Working Conditions / Environment

• Able to work additional hours as needed
• Business travel required

DFS VENTURE SINGAPORE PTE LTD