Customer Experience Manager (Pacific Place) / Customer Experience Team Leader (Elements)
Fa Eoic Saasfaprod1 Open · verified Oct 19, 2026 At a glance
Manager-level Customer Success role at Fa Eoic Saasfaprod1. Hong Kong SAR · full-time.
Pay not stated Customer Success salary
growthroles summary, based on the employer's posting.
What you'll do
- Build client engagement plans that improve recruitment, participation and retention across the customer lifecycle
- Study buying patterns and clienteling results, then recommend changes based on trends and performance gaps
- Create tailored gifting, VIP outreach and appointment experiences around special occasions and product launches
- Develop loyalty tools for the Sales team and track clienteling KPIs against targets
- Coordinate in-store events and Sales training with customer experience, communications and learning teams
What you bring
- A tertiary qualification and at least six years in luxury retail or a comparable role
- You know how to use customer relationship insights to improve business results
- You can lead teams and communicate in English, Mandarin and Cantonese
Who this fits
This role suits someone who can guide teams while building strong customer relationships and delivering service. The position is based in Hong Kong SAR.
From the employer
Responsibilities:
• Propose and implement comprehensive client engagement strategy to improve client recruitment, engagement and retention
• Analyze client buying behavior to identify trends and patterns in the client lifecycle and provide valuable insights to drive business performance
• Maximize engagement opportunities by offering personalized or special occasion gifting to create exclusive and impactful client experiences
• Design & create client engagement tools to support the Sales team in maintaining customer loyalty and enhancing customer relationships
• Monitor and track KPIs related to clienteling, ensuring they align with set targets and provide insights and recommendations for improvement
• Collaborate with Customer Experience and Communications teams to execute successful in-store clienteling events, including guest invitation and RSVP management
• Conduct regular analysis of clienteling performance, identifying areas for improvement, and providing valuable insights and recommendations
• Provide support for product launches, ensuring the achievement of sales goals and maximizing client engagement
• Liaise Learning & Development team and Retail Trainer to deliver regular clienteling training sessions to the Sales team
• Enhance the exclusivity of VIP customer through targeted outreach during product launches and by providing personalized customer appointment experiences
Requirements:
• Tertiary educated with minimum 6 years of relevant experience in luxury retail or a similar capacity
• Strong business sense and practical know-how in managing and driving customer relationships, leveraging insights to enhance business performance
• Possess the ability to lead and inspire teams, driving performance and ensuring exceptional customer service
• A good team player, pleasant, service oriented and self-motivated
• Strong leadership, communication skills and fostering positive interpersonal relationships
• Proficient in computer skills and solid command of MS Office applications
• Good command of written and spoken English and Chinese (Mandarin and Cantonese). Knowledge of French is a plus
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