Clienteling and Training Leader

Mulberry England

1mo ago

Job
Full-time
Senior (5-8 years)
London
Quick Apply

AI generated summary

You must possess leadership skills, strong clienteling experience, exceptional training abilities, and a passion for delivering outstanding customer service.
You will develop clienteling strategies, train staff, enhance customer experience, analyze sales data, and collaborate with teams to meet business goals and drive brand loyalty.

Requirements

- Develop and Maintain a clientelling strategy for the business that evolves with the customer shopping habits.
- Be the store contact for events/clienteling/product launches working collaboratively with Store leadership to support.
- Identify opportunities and events either in store or offsite to further enhance the customer experience.
- Be at all times, a brand ambassador for Mulberry with all points of contact of the business – be it internally or externally by representing the brand in as many public/store events and activities in order to promote Mulberry image, brand, service and product.
- Build and develop customer loyalty by personally meeting as many customers as possible.
- Demonstrates and understands the Mulberry values and behaviours; and role modelling these in everyday practice.
- Nurture and develop business to business relationships with 5* Hotels and their concierge teams, Restaurants, Gyms, Private Members clubs, Personal Shoppers and Stylists to generate additional business, with a key focus on high potential and high net worth individuals.
- Support the leadership to embed the instore clientelling culture ensuring that the KPIs are on track, working cross functionally in the store to execute these in line with the Mulberry brand vision.
- Lead in-store development of existing customer base through the nurturing of key customer relationships, leading by example through the development of own customer list.
- Increase customer loyalty and brand lifetime spend.
- Grow new customer acquisition on a monthly basis.
- Build and nurture the relationships of the top 50 customers across the flag business, using in store tools; identify new and creative way to personalise their experiences.
- Responsible for growing Appointment business by improving the mix across the business and conversion in appointments.
- Expand the Mulberry customer database with travelling International customers.
- Ensure the store teams are maximising customer data capture and data accuracy.
- Own the store customer book ensuring the data inputted is up to date and customer loyalty is driven through the use of this tool on a monthly basis to maximise long term return on investment.
- Partner with key internal stakeholders at store events and through other commercial opportunities.
- Work on improving customer segmentation, profiling and targeting in order to improve ROI.
- Consistently strive to overachieve in set KPIs and other set targets as per the needs of the store and business.
- In collaboration with the leadership team drive the input of qualitative data and communicate key focus areas and action plans for longer term execution.
- Identify new and exciting initiatives to drive customer engagement across the stores; monitor results and profitability of all actions implemented.
- Undertake market research and benchmarking activities on key competitors, broadening the understanding of competitors initiatives and strategies in order to remain competitive and current by staying up to date with trends.
- Champion and lead the clienteling and training strategies in store including, coaching and mentoring in store; experience experts and driving store’s sales performance in partnership with Store Leads, Team leaders, People & Experience leads.
- Act as a role model to the team; share feedback, knowledge, and expertise to support the team to be their best every day and go beyond the customer expectations by upskilling and broadening their individual understanding of the positive impact their contribution can have on the collaborative goals of the business.
- Ensure the most comprehensive product knowledge is maintained through reviewing current and previous training material provided by the Training and Content team.
- Be the point person instore for the training team providing two way feedback on content and delivery.
- Own the training compliance supporting the team to complete on time.
- Participate in monthly / weekly calls to support the training and content delivery alongside the training team.
- Understand and demonstrate the Mulberry employee values and behaviours: Be Bold, Be Imaginative, Be Open, Be Responsible.
- Support Mulberry to deliver an inclusive culture, through behaving in a way that is open-minded and respectful towards others, and understanding that your views, opinions, and experiences may not always be shared by your colleagues.
- Act as an ambassador for Mulberry and communicate positively about the brand.
- Wherever possible, incorporate environmentally responsible practices into your work.
- Contribute to decreasing Mulberry’s carbon footprint, helping to mitigate climate change and promoting a greener, more sustainable future.
- Support to foster an environment where diversity is embraced and all individuals feel valued, respected and included.
- Promote equity, empathy and understanding and demonstrate this commitment within your internal and external communities.

Responsibilities

Communication and Relationship building
Develop and Maintain a clientelling strategy for the business that evolves with the customer shopping habits.
Be the store contact for events/clienteling/product launches working collaboratively with Store leadership to support.
Identify opportunities and events either in store or offsite to further enhance the customer experience.
Be at all times, a brand ambassador for Mulberry with all points of contact of the business – be it internally or externally by representing the brand in as many public/store events and activities in order to promote Mulberry image, brand, service and product.
Build and develop customer loyalty by personally meeting as many customers as possible.
Demonstrates and understands the Mulberry values and behaviours; and role modelling these in everyday practice.
Nurture and develop business to business relationships with 5* Hotels and their concierge teams, Restaurants, Gyms, Private Members clubs, Personal Shoppers and Stylists to generate additional business, with a key focus on high potential and high net worth individuals.
Support the leadership to embed the instore clientelling culture ensuring that the KPIs are on track, working cross functionally in the store to execute these in line with the Mulberry brand vision.
Lead in-store development of existing customer base through the nurturing of key customer relationships, leading by example through the development of own customer list.
Increase customer loyalty and brand lifetime spend.
Grow new customer acquisition on a monthly basis.
Build and nurture the relationships of the top 50 customers across the flag business, using in store tools; identify new and creative way to personalise their experiences.
Responsible for growing Appointment business by improving the mix across the business and conversion in appointments.
Expand the Mulberry customer database with travelling International customers.
Ensure the store teams are maximising customer data capture and data accuracy.
Own the store customer book ensuring the data inputted is up to date and customer loyalty is driven through the use of this tool on a monthly basis to maximise long term return on investment.
Partner with key internal stakeholders at store events and through other commercial opportunities.
Work on improving customer segmentation, profiling and targeting in order to improve ROI.
Consistently strive to overachieve in set KPIs and other set targets as per the needs of the store and business.
In collaboration with the leadership team drive the input of qualitative data and communicate key focus areas and action plans for longer term execution.
Identify new and exciting initiatives to drive customer engagement across the stores; monitor results and profitability of all actions implemented.
Undertake market research and benchmarking activities on key competitors, broadening the understanding of competitors initiatives and strategies in order to remain competitive and current by staying up to date with trends.
Champion and lead the clienteling and training strategies in store including, coaching and mentoring in store; experience experts and driving store’s sales performance in partnership with Store Leads, Team leaders, People & Experience leads.
Act as a role model to the team; share feedback, knowledge, and expertise to support the team to be their best every day and go beyond the customer expectations by upskilling and broadening their individual understanding of the positive impact their contribution can have on the collaborative goals of the business.
Ensure the most comprehensive product knowledge is maintained through reviewing current and previous training material provided by the Training and Content team.
Be the point person instore for the training team providing two way feedback on content and delivery.
Own the training compliance supporting the team to complete on time.
Participate in monthly / weekly calls to support the training and content delivery alongside the training team.
Understand and demonstrate the Mulberry employee values and behaviours: Be Bold, Be Imaginative, Be Open, Be Responsible.
Support Mulberry to deliver an inclusive culture, through behaving in a way that is open-minded and respectful towards others, and understanding that your views, opinions, and experiences may not always be shared by your colleagues.
Act as an ambassador for Mulberry and communicate positively about the brand.
Wherever possible, incorporate environmentally responsible practices into your work. Contribute to decreasing Mulberry’s carbon footprint, helping to mitigate climate change and promoting a greener, more sustainable future.
Support to foster an environment where diversity is embraced and all individuals feel valued, respected and included. Promote equity, empathy and understanding and demonstrate this commitment within your internal and external communities.

FAQs

What is the primary role of the Clienteling and Training Leader at Mulberry?

The primary role of the Clienteling and Training Leader at Mulberry is to effectively contribute to memorable customer and employee experiences through developing specialist knowledge in clienteling, while maximizing and driving sales. This includes leading the training culture in the store, delivering brand content, and ensuring it is understood and embraced by the team to provide an exceptional brand customer experience.

What are the key duties and responsibilities for this position?

The key duties and responsibilities include developing and maintaining a clienteling strategy, building relationships with customers and business partners, nurturing key customer relationships, growing the customer database, supporting in-store clienteling culture, leading training strategies, and championing the Mulberry brand and values.

What qualifications or skills are required for this role?

While specific qualifications are not listed, candidates should possess strong communication skills, a flair for commercial relationships, a customer-focused mindset, and the ability to develop and lead training initiatives. Experience in luxury retail and clienteling is likely beneficial as well.

How does Mulberry support employees in their professional development?

Mulberry supports employees through training and development opportunities, including full access to LinkedIn Learning, participation in community days, and by providing mentorship and coaching to help build their skills and knowledge.

What employee benefits does Mulberry offer?

Mulberry offers a competitive basic salary, bonus, product allowance, staff discount and exclusive access to staff sales, an extra day off for birthdays, pension contributions, life assurance, and opportunities for training and development.

How important is customer relationship building in this role?

Customer relationship building is extremely important as a major aspect of this role includes nurturing relationships with key customers and enhancing their experiences. This involves personal engagement and developing loyalty among top customers.

What values does the Clienteling and Training Leader need to embody?

The Clienteling and Training Leader should embody Mulberry's employee values, which are to be Bold, Open, Responsible, and Imaginative, and demonstrate these values in their everyday practice while promoting an inclusive and respectful workplace culture.

Is there an opportunity for community involvement in this role?

Yes, part of the role includes participation in community days, where employees are encouraged to engage in community services, supporting the company's commitment to making a positive impact.

What is expected regarding training compliance in this position?

The Clienteling and Training Leader is expected to own training compliance and support the team in completing training on time, ensuring that all employees are equipped with the necessary knowledge and skills to provide exceptional customer service.

How does the Clienteling and Training Leader interact with other team members?

The Clienteling and Training Leader collaborates with store leadership and various teams, providing feedback, coaching, and mentoring to help improve the overall team performance and ensure that the clienteling culture and brand initiatives are effectively implemented.

Mulberry England

Crafting beautiful leather goods that are made to last.

Retail & Consumer Goods

Industry

1001-5000

Employees

1971

Founded Year

Mission & Purpose

Established in Somerset in 1971 around a kitchen table, Mulberry has grown to be the largest maker of luxury leather goods in the United Kingdom. With a bold contemporary take on British heritage and a focus on responsible craft, our ambition is always to create progressive luxury pieces that are made to last. Sustainability has been at the heart of Mulberry since its inception, and in 2021, to mark our fiftieth anniversary, we launched our Manifesto. In it, we detail our commitment to be transformative in our thinking and actions in every area, from sourcing and manufacturing, to production, to our relationships with the communities around us. The Manifesto provides the foundations of its commitment to a regenerative and circular supply chain by 2030 – only then can we be a business that truly is Made to Last. Believing our bags should have long – if not multiple - lives, Mulberry offer customers artisanal repair and restoration services at our Lifetime Service Centre in Somerset. In 2020 we also introduced two new propositions: The Mulberry Exchange, a circular resale platform offering authenticated pre-loved Mulberry bags, including rare and archive styles, and Buy-Back, a service allowing customers the opportunity to trade in their existing Mulberry bag for credit towards a new purchase. Mulberry may now be a global brand, currently made up of over 1,200 employees all over the world, across offices, stores, and factories, but our values remain the same. As an equal opportunities employer, we are committed to Diversity, Equity, and Inclusion in the workplace, and we focus on improving our impact on people, as well as the planet.