Clienteling Team Lead, South Asia

The Clienteling Team Lead takes ownership of the role by leading with confidence, reinforcing its strategic importance, and inspiring teams through an opportunity-driven mindset. He/she will foster alignment and collaboration across markets by sharing best practices, maintaining clear and proactive communication, and consistently modeling adaptability and client-centric behavior.

This role is part of the Client Services Center (CSC) team and is based in our Tampines office.

Job Responsibilities

Develop Clienteling Strategies

• Design and implement structured clienteling programs across Southeast Asia, with clear KPIs for engagement, retention, and high-value conversions.
• Build a tiered, omnichannel roadmap focused on personalized experiences for high-value clients.
• Partner with Client Services Team Managers and Client Advisors to foster a client-first mindset, strengthening relationships, storytelling, and product knowledge.
• Equip teams with CRM insights and best practices across pre- and post-sale interactions to drive personalized engagement and retention.

Omnichannel Clienteling & Digital Personalization

• Enhance remote clienteling through digital tools, CRM insights, and personalized outreach to drive targeted engagement.
• Partner with the digital team to enhance CRM usage, ensuring Client Advisors leverage data insights for targeted outreach.
• Deliver a seamless omnichannel experience by integrating online and offline touchpoints, including digital-exclusive offerings and services.

Drive Business Performance Through Clienteling Excellence

• Track and optimize clienteling performance, ensuring interactions drive ROI through data analysis and cross-functional alignment with merchandising and supply chain.
• Collaborate with marketing to integrate clienteling into campaigns while driving new client acquisition and re-engagement of existing clients.
• Identify new client acquisition strategies while ensuring strong re-engagement of existing clients.

Upskill & Coach Teams on Clienteling

• Lead training and coaching programs on luxury service, storytelling, and relationship-building, supported by a structured clienteling playbook.
• Foster continuous improvement through regular coaching and peer learning, sharing best practices and successful clienteling case studies across teams.
• Drive cross-market collaboration by sharing clienteling strategies, insights, and best practices across South Asia while adapting them to local needs.
  

Profile

• Experience in retail management, client development, or related roles within a luxury or high-end brand environment.
• Strong knowledge of the fashion and luxury retail industry.
• Strong understanding of clienteling strategies, customer relationship management (CRM), and digital tools.
• Excellent communication and interpersonal skills, with a passion for delivering exceptional customer experiences.
• Analytical mindset, with the ability to leverage data to drive action plans and business results.
• Ability to work in a fast-paced environment, managing multiple priorities and delivering set targets.

Work Location: Tampines Office