Yeung Chak Ming James

In-boutique Client Experience Support

• Monitor and analyze the client satisfaction measures, according to APA & Local KPI targets and guidelines
• Oversee the in-boutique refreshment offering in the Boutique, facilitate the adaptation of guidelines shared by local and Regional Client Development Team
• Manage in-boutique client experience tools and collateral including coordinating on ordering and replenishment, supporting the launch of new tools, gathering and sharing feedback for Local and Regional Client Development Team

Client Overseas Event Support

• Work with the local Client Development Team on creating the client journey and ensure all the hospitality arrangements are meeting the Maison standard
• Assist the team member in building the client profile and client itinerary to provide all the required information for the Local Client Development Team
• Gather and share post-event feedback for the Local Client Development Team

Client In-boutique Animation & Event Support

• Support the Local Client Development Team on boutique animations and client events
• Manage and monitor the RSVP
• Gather and share post-animation/event feedback for the Local Client Development Team

Deliver the first Dance Reflections by Van Cleef & Arpels Festival to Hong Kong, to Asia Pacific

• Work with HQ & Regional counterparts, festival partner and institutions to showcase the modern and contemporary choreographic repertoire to our clients and audiences in Hong Kong
• Execute the media and OOH placements
• Consolidate media requests and facilitate the interviews
• Proofread and translated content on the website and editions
• Organize training sessions for office and boutique staff
• Budget planning and control
• Organize the side events (Premier Cocktail & Appreciation Dinner) to celebrate the festival with art & culture partners, media and friends of the Maison

Rollout the web sales business in Hong Kong

• Act as key user for website and operational testing
• Ensure stable E-Commerce functionalities on the website in all the operational processes
• Ensure that all local requirements meet Maison standards in terms of user experience, packaging, logistics services, etc.
• Monitor payment/fraud issues, in collaboration with CRC and Richemont functions
• Liaise with other departments, such as to build an efficient online client path with the Client Development Team
  

Oversee Local Client Relations Center

• Manage the CRC Team to ensure excellent client experience to drive sales and service objectives
• Trained and guided team members to maintain high productivity and performance metrics.
• Collaborate with Regional and Local Client Development teams to manage outbound campaign activities in the CRC, tracking KPIs and results
• Regularly update CRC Team members on Maison Marketing and Communication initiatives
  

In-boutique Client Experience

• Monitor and analyze the client satisfaction measures, according to HQ & APA KPI targets and guidelines
• Share the client satisfaction insights with Regional and Local Management and constantly work with the Boutique Management Team to identify areas for improvement
• Oversee the in-boutique refreshment offering in the local market, facilitate the adaptation of guidelines
• Manage in-boutique client experience tools and collateral, including coordinating orders and replenishment, supporting the launch of new tools, gathering and sharing feedback for the Regional Team and HQ
• Act as the Maison’s Client Experience ambassador toward all the teams, sharing insights and updates on client experience topics during meetings and presentations

Client Gifting

• Sourcing the latest gifting offers on the market and developing gifting campaigns
• Work with the Regional Team on Seasonal Gifting, including ordering and targeting
• Share guidelines and gifting options for the Boutique Team to ensure what clients receive is up to the Maison Standard
• Prepare post-gifting tracking & report with competitor’s highlights for Regional Team and HQ
• Budget planning and control

Client Overseas Event

• Assist the team in creating the client journey and ensure all the hospitality arrangements are meeting the Maison standard
• Assist the team member in building the client profile and client itinerary to provide all the required information for Regional & HQ validation and liaise with the hospitality agency for the arrangement
• Gather and share post-event feedback for the Regional Team
• Budget planning and control

Client In-boutique Animation

• Work with the Communication Team to deliver animations to the boutique
• Share the animation brief and targeting with the boutique for client invitation
• Consolidate post-animation feedback and share with the Regional Team
• Liaise with Local & Regional counterparts to ensure required animation assets are briefed and delivered in a timely manner
• Consolidate ROI tracking and perform analysis

Digital Project

• Rolled out the virtual client presentation in Enchanting Garden HJ Event
• Rolled out Clienteling App in Hong Kong & Macau
• Rolled out HJ App in Hong Kong & Macau
• Rolled out Booster to DFS and CDFG, Sanya

• Maintaining accurate records
• Managing stock movement and optimizing inventory levels to meet business objectives.
• Working collaboratively with different departments to exceed client expectations and experiences.
• Support with all the operations and administrative tasks of the boutique
• Support with hosting clients and driving sales when necessary.

• Support with all the operations and administrative tasks of the boutique
• Support with hosting clients and driving sales when necessary.