Delvaux Client & Events Manager

About Delvaux

Founded in Brussels in 1829, Delvaux is widely regarded as the world’s oldest luxury leather goods house and a distinguished ambassador of Belgian craftsmanship. As an employer, the Maison offers a refined, international environment where heritage, creativity, and precision meet contemporary client experience. Its teams contribute to exceptional handbags and accessories shaped by artisanal savoir-faire, architectural elegance, and a culture of quiet excellence. Delvaux seeks individuals who value discretion, meticulous execution, and meaningful service, providing opportunities across craftsmanship, retail, design, operations, and corporate functions within a House that continues to evolve while honoring nearly two centuries of innovation and tradition.

Role & Responsibilities

• Analyze sales and revenue reports on a weekly and monthly basis, monitoring CRM action results by store and individual staff performance
• Manage CRM tools and oversee email campaign execution and call list generation tailored to boutique-specific requirements
• Conduct competitive and customer landscape analysis to ensure the competitiveness and relevance of CRM programs
• Establish and track key performance indicators (KPIs) to measure the ROI of client development initiatives and provide regular performance updates to store leaders and senior management
• Innovate and propose retail activations and events of varying scale, leveraging data insights and market best practices
• Develop boutique-specific CRM activities and programs focused on acquisition, conversion, and customer retention
• Cultivate relationships with external suppliers and vendors; manage retail event calendars and budgets in alignment with financial targets
• Promote a culture of personalization, hospitality, and client obsession across the retail network through strategic events and in-store activations
• Partner with the retail team to develop comprehensive CRM strategy and customer loyalty programs aligned with company objectives
• Share regional insights and business needs with the global CRM team, proposing refinements to the global strategy for regional adaptation
• Evaluate CRM program efficiency, propose improvements, and ensure cross-departmental alignment for effective program execution
• Oversee direct customer communications via the CRM program and facilitate store teams in building a strong customer base, particularly among VIP clientele
• Proactively identify and pursue new business opportunities and partnerships, hosting events to strengthen client relationships
• Evaluate staff customer service levels and set performance objectives for each store based on identified opportunities for improvement
• Lead sales teams in developing and executing actions to maintain or enhance client experience program results
• Develop customer service training programs in collaboration with store teams and designated trainers
• Review frontline staff feedback and work with retail managers to implement systematic coaching and monitoring of staff service performance

Qualifications

• Minimum 3–5 years of experience in luxury retail management with demonstrated expertise in client servicing, CRM tools, and client relationship management
• Proven project management skills coordinating multiple stakeholders in fast-paced, dynamic environments
• Comprehensive understanding of VIP operations, CRM systems, and event management
• Strong analytical capabilities with proven experience managing budgets and translating data into actionable business insights
• Advanced proficiency in customer segmentation, VIP client profiling, and relationship-building
• Demonstrated creativity in customer retention strategies and driving business growth
• Ability to multitask effectively, maintain composure under pressure, and deliver measurable results
• Collaborative team player with capacity to work independently and drive initiatives forward
• Fluent command of both Cantonese and English (written and spoken); Mandarin Chinese is advantageous

Skills

Experience

Minimum 3–5 years of progressive experience in luxury retail management, client servicing, and customer relationship management. Proven track record of managing CRM initiatives, developing client loyalty programs, and delivering measurable improvements in customer retention and lifetime value within a luxury retail or hospitality environment.

Education

Post-secondary education in business administration, marketing, hospitality management, or a related field is preferred; equivalent professional experience in luxury retail client management may substitute.

Workplace

Culture

Delvaux fosters a refined, craftsmanship-driven workplace rooted in Belgian heritage and a deep respect for artisanal excellence. As an employer, the Maison values precision, creativity, and long-term expertise, offering an environment where teams contribute to the evolution of an iconic luxury leather goods house.

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.