Client Engagement Coordinator (10-Month Contract)

About Burberry

Burberry is a distinguished global luxury brand with origins dating back to 1856, founded on a spirit of innovation and a passion for outdoor exploration. The creation of gabardine fabric by Thomas Burberry laid the groundwork for the iconic trench coat, an enduring symbol of the brand. Committed to pushing boundaries, Burberry fosters creativity and champions sustainability, diversity, equity, and inclusion to shape a more impactful future.

Role Purpose

This position supports the Australia and New Zealand (AUNZ) team by aiding in the implementation of Client Engagement initiatives focusing on customer retention, acquisition, appointment setting, prospecting, and generating return on investment from related events and activities. The coordinator helps embed a client-centric ethos by aligning with regional and global strategies and collaborating closely with retail teams.

Key Responsibilities

• Assist the Client Engagement Manager with executing, monitoring, and following up on regional and global client engagement strategies and plans.
• Help develop communication and training resources to support Client Value Management (CVM) efforts among retail staff.
• Initiate and execute actions proactively to enhance CVM key performance indicators, including growth within Elite client segments.
• Partner with retail teams and the CE Manager to meet sales objectives tied to local events and activations.
• Support the rollout of new client engagement programs as directed by the Country Client Engagement Manager.
• Identify and recommend improvements to tailor programs for greater relevance in the local market.
• Collaborate with teams to boost data quality for client retention, appointment scheduling, event RSVP, and prospecting.
• Develop and share clear CE initiative plans synchronized with the commercial calendar to aid retail teams.
• Compile regular CVM reports analyzing KPIs and advising on actionable strategies to improve outcomes.
• Implement corporate and retail CVM tools and programs to enhance client loyalty and retention in line with company guidelines.
• Manage client experiences and gifting offers to foster ongoing engagement within the AUNZ region.
• Work with Retail Operations and Training teams to ensure effective adoption and use of CVM tools across stores.
• Gather and address feedback related to CVM tool utilization and internal applications.
• Maintain accurate documentation of initiatives, events, and project activities.
• Handle invoicing and payment coordination with external vendors and finance departments.
• Ensure compliance with regional CRM policies and procedures, collaborating closely with retail teams.
• Support timely reporting on event outcomes and maintain robust relationships with internal and external stakeholders.
• Work alongside Training to deliver CE coaching to specialists and retail staff, fostering a client-centered culture.
• Maintain open communication with retail locations to assess CE planning requirements and assist execution.
• Provide ongoing guidance and coaching to reinforce a client-centric mindset throughout retail teams.
• Build strong partnerships with Store Managers and other relevant functions such as Marketing, Training, Visual Merchandising, and Retail Operations.

Measures of Success

• Retention and growth of client base according to CVM KPIs across the region.
• Positive business performance metrics including Sales, Units Per Transaction (UPT), Average Unit Retail (AUR), Average Transaction Value (ATV), productivity, appointment volumes, and team retention.
• Timely and successful implementation of CVM and Business Performance Cycle (BPC) initiatives.
• Commercial impact from clienteling activities and events.

Required Qualifications and Experience

• Three to four years minimum experience in client engagement or a related discipline.
• Proficiency in analytical reporting and CRM tool usage.
• Demonstrated project management skills, capable of handling multiple priorities effectively.
• Prior experience in retail is advantageous, with a preference for luxury sector knowledge.
• Availability and flexibility to support retail and client engagement schedules, including evenings, weekends, and public holidays.
• Exceptional interpersonal and communication abilities enabling cross-functional collaboration and influence.