Moët Hennessy is LVMH’s wines and spiritsarm, global leader in the luxury wines & spirits sector and recognized internationally for our exceptional and exclusive brands. These include, amongst others, Dom Perignon, Moët & Chandon, Veuve Clicquot, Krug and Ruinart for champagne, Hennessy, Glenmorangie, Ardbeg for spirits, and a selection of still and sparkling wines from around the world. At Moët Hennessy, our mission is to craft exceptional experiences. We do this by embracing our core values: Sharing, Elegance, Integrity, Spirit of conquest and Epicureanism. This is what unites us and makes us unique.
Now, immerse yourself in the Moet Hennessy Private Sales universe, where passion meets purpose. It's not just a workplace; it's a vibrant community made up of exceptional individuals, where every voice matters. Our mission extends beyond engaging our Private Clients. We aim to be the reference for exceptional customers in luxury Wines and Spirits, offering them a selection of high-end products, tailor-made services, and unique experiences that money can’t buy. Crafting enchanting experiences for our discerning clientele, we pride ourselves on elevating their journey in the world of luxury wines and spirits.
Spark your entrepreneurial spirit, pioneer new insights, and watch your creativity soar in a bold and empowering space. Your career journey is an adventure waiting to unfold. We're dedicated to empowering our incredible team and providing opportunities for global mobility within Moët Hennessy and the prestigious LVMH Group.
Job Responsibilities
As the Head of Client Relations for the Private Sales Region, you will be instrumental in shaping our client development & relations strategy for APAC. Your mission is to retain and grow our top clients through curated experiences and action plans. You will work closely with key regional stakeholders (brand teams, operations, sales, CRM) and the MH Private Central Client Relations team to ensure global consistency (global guidelines execution and global client journey).
You will design an exciting calendar of regional and/or local experiences, orchestrate activation execution, bring innovative ideas, build key partnerships and align them with A&P strategy. Additionally, you will lead the deployment of the CRM strategy for the MH Private community in your region, overseeing data collection, data crunching to work on segmentation & profiling as well as client journeys with the support of the MH Private Central team. You will also ensure compliance with GDPR and other regional data protection regulations.
Your key responsibilities will include:
Client Relations Management
· Set the standard of client engagement framework for APAC, aligning with Global Private
· Analyse APAC VIC needs and preferences to co-create tailored solutions and services
· Work with Private APAC leadership team to gather offers’ rational, KPIs and distribution
· Provide CRM analytics and sales insights for sales incentive payment purpose
· Utilize client data and insights to create personalized experiences and communications.
· Post activation review to ensure ROI (Return on Investment) and the traceability of these activations and client treatments (into our CRM tool).
· Plan offers forecasting & determine the regional allocations & A&P strategy with the Managing Director, MH Private APAC
Client Development & Clienteling
· Identify and capitalise on new business opportunities within the existing client base.
· Co-develop and execute account plans to achieve sales targets and objectives.
· Collaborate with the sales team to develop and implement strategies for client acquisition and retention.
· Develop, implement and manage clienteling strategies to enhance client engagement and loyalty
· Track and analyze client interactions to identify opportunities for upselling and cross-selling.
· Manage key partnerships with Maisons, LVMH & external prescribers to grow the customer base and develop loyalty to the brands
Market Insight
· Monitor market trends and competitor activities to identify potential threats and opportunities.
· Prepare and present regular reports on client activities, sales performance, and market insights.
· Provide feedback and recommendations to senior management on client needs and market trends.
Compliance
· Implement CRM data protection policies and ensure compliance, e.g. client database access, data protection, client consent and client screening tools and activity,
· Provide concrete actions to encourage greater proactivity in data management.
· Drive and support the audit exercise
Profile
· Shown experience in a similar role for at least 10 years
· Very strong in cross-functional collaboration settings, projectmanagement, problem-solving and ability to influence with business partners.
· Excellent written and verbal communication, strong social skills.
· Demonstrated experience in translating analytical insights intoactionable and simple business recommendations.
· A client-centric and growth-oriented attitude.
· Demonstrated a high level of accuracy and attention to detail.
· A very organized and process driven attitude.
· Experience with CRM products and knowledge and practice of PowerBI orsimilar software.
· A strong emphasis on compliance, integrity, and social sustainability.