Burberry Senior Client Engagement Manager

About Burberry

Burberry Limited, a quintessentially British luxury fashion house, is renowned for its innovative designs and commitment to quality. As part of the global luxury conglomerate, Burberry offers a dynamic and inclusive work environment where creativity and excellence are at the forefront. The company is dedicated to fostering a culture that encourages diversity and sustainability, making it a leader in the luxury industry.

Burberry’s Senior Client Engagement Manager leads clienteling strategy in Japan, partnering with APAC, global and regional stakeholders to strengthen client relationships, loyalty and revenue through CRM insights and retail team capabilities. The role develops client acquisition, retention, data, analytics and event initiatives, and coaches store teams; it reports to the Director of APAC Client Engagement.

Role & Responsibilities

• Develop client strategies and action plans to improve new-client recruitment and onboarding, and support stores with client development and acquisition initiatives.
• Partner with retail teams to expand business opportunities, strengthen client loyalty, increase client spend and purchase frequency, and communicate clienteling KPIs while aligning market activities with established goals.
• Identify and develop high-potential clients to improve overall retention in Japan; coordinate with retail teams to maximize client opportunities at special events and capture key learnings.
• Conduct client analysis to shape the client journey and identify the right clients for relevant occasions.
• Define initiatives to acquire new client data, share insights with retail teams, and review in-store activations and events to measure each action’s ROI.
• Manage the client database, ensuring accurate, high-quality regional data capture, and set quantitative and qualitative data-collection objectives.
• Establish a framework for sharing clienteling updates and gathering feedback from retail and store leadership teams to enhance and prioritize activities; create communications and support materials that reinforce clienteling behaviors.
• Communicate campaign outreach to stores and partner with retail management to review and report analytics measuring and monitoring client outreach and event performance.
• Support key product launches and seasonal holiday content with clienteling tools for client outreach, including outreach templates, targeted client lists, recommendations and available communication channels.
• Partner with retail learning to develop clienteling knowledge and soft skills, and regularly visit stores to provide in-store coaching.

Qualifications

• Bachelor’s degree or equivalent.
• Native Japanese and business-level English, written and spoken.
• Experience producing and conducting high-level customer analysis and interpretation.
• Effective communication with management and retail store staff.
• Ability to collaborate productively, lead and influence in a team environment.
• Agile, entrepreneurial approach, with innovative responses to role challenges.
• Flexible, enthusiastic and motivated, with the ability to adapt quickly and develop collaborative solutions in a rapidly changing and growing business.
• Knowledge of the retail and luxury markets to drive sales through clienteling activities.
• Excellent interpersonal skills and a thoughtful attitude.
• Ability to plan and implement programs, forecast and manage budgets, and oversee profitability and receivables for new and existing clients.
• Active participation in new business initiatives, including leading research and scoping new opportunities as requested.
• Ability to generate business from existing and new clients by developing programs, presenting credentials and program recommendations, and pursuing new business leads.
• Meticulous attention to detail and proven ability to manage full project lifecycles from brief through delivery and measurement.
• Enthusiasm for strategic planning, creative ideation, new business development and long-term client partnerships.
• Collaborative team player able to work with diverse colleagues to determine the best approach and bring the team along throughout the process.
• Strong project management skills and ability to manage multiple projects simultaneously.

Skills

Experience

10+ years in CE / CRM / clienteling in luxury retail.

Education

Bachelor’s degree or equivalent.

Workplace

Culture

Burberry fosters a creative and inclusive workplace culture that values diversity and sustainability. The company is committed to being a force for good, driving industry change and championing community engagement.

About Cerulean

Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.