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Senior Manager

Job ID:  2546
Date:  May 21, 2026
Location:  Shanghai
Department:  Marketing

Key Responsibilities:

 

VIC Relationship Management

  • Development and execution of VIC development plans, business targets and budgets within the VIC sales strategy for China.
  • Identifying business opportunities and engage with prospects to establish and further develop strong relationships.
  • Cooperate with the local CRM team to drive in-mall client strategy and ensure in-mall deployment with MES team.
  • Ensure consistent VIC in-mall experience to improve retention rate and actively develop new VICs.
  • Execute all clientele actions at the mall level, while guaranteeing the quality of execution and upholding the standards of excellence and refinement of the company.
  • Define action plans with HQ Client Experience team to develop and cultivate relationships with VICs by delivering a personalized and elevated experience, to stimulate and retain for achieving VIC revenue targets. 
  • Build relationships with our top VICs to promote loyalty and incremental purchases.
  • Launch initiatives to recruit VIC clients, through partnerships, personal networks, clients’ networks, etc.
  • Engage in the highest level of proactive Clienteling / CRM /1-1 activities to deliver customized communication & services to VIC that result in strong relationships to drive client loyalty & sales.
  • Share VIC feedback and sales opportunities with top management team.
  • Secure VIC loyalty to the company and minimize the attrition.

 

Mentoring and Coaching

  • Develop SOP of MES team including but not limited to comprehensive standards of clienteling & VIC experience, daily working regulations, etc.
  • Play a crucial role in driving the client-oriented mindset of the whole MES team and promoting client engagement, converting potential VICs to VICs.
  • Provide consistent training for MES team in clienteling, service cycle, selling techniques, emotional caring, etc.
  • Manage the MES team through coaching and during BMS meetings.
  • Ensure effective and timely communication with MES Team and VICs for successful implementation. 
  • Support and review the MES performance for career development opportunities and incentive evaluation
  • Work with HQ Client Experience team to develop resources and tools to support MES clienteling work

 

Operational Support 

  • Maintain the CRM database with VICs client data ensuring quality in data collection & enriching this with comprehensive relevant information to deliver personalized, exceptional client treatment.
  • Monitor the segmentation of the database and the activity of the top VICs
  • Review with MES team on VIC’s latest activity and client development KPIs, and elaborate new action plans
  • Drive and animate MES program with actions to motivate, develop and improve performance of this group.
  • Support setting up individual clienteling targets and in-mall animate based on BMS setting.

 

 

 

Qualifications & Requirements:

  • Education background: Bachelor’s degree or above
  • Proven VIC experience in international luxury fashion houses
  • Good personal and professional network across the luxury
  • Exceptional Communication Skills
  • Excellent interpersonal skills that allow to establish strong relationships with the VICs and to engage with newly recruited VICs
  • Proactive, good team player with strong sense of responsibility
  • Ability to mentor the MES team to ensure a consistent service standard provided to VICs.
  • Strong business acumen with the ability to influence and negotiate.
  • Creative, customer oriented and highly organised with the ability to deal with multiple stakeholders.
  • Ability to multitask and work under pressure
  • Commitment to take part in an innovative VIC project
  • Passion for Clienteling, Curious & Cultured. 
  • Teambuilding and Coaching

Personal Information Collection Statement of Hang Lung Properties Limited

“Personal Data” in this statement has the same meaning as “personal data” in the Personal Data (Privacy) Ordinance (Chapter 486 of the Laws of Hong Kong) (“PDPO”). Personal Data collected by Hang Lung Properties Limited and/or its associated companies (the “Hang Lung Group”) will be treated in strict confidence and be used exclusively for recruitment and other employment-related purposes and will be disclosed or transferred to the responsible person(s) concerned with applicants’ applications. The provision of true, complete, accurate and up-to-date Personal Data required in support of applications is necessary for selection purposes. Failure to do so may affect the processing and outcome of applications. Personal Data provided by successful candidates will be retained as part of Hang Lung Group’s employee records for employment and benefit-related purposes. Applicants who do not hear from Hang Lung Group within 8 weeks from the date of application may consider their applications unsuccessful and their Personal Data will be deleted or destroyed within 12 months from the date of application. Applicants have the right to request access to and/or correction of their Personal Data in accordance with the provisions of the PDPO. Any such request for access to and/or correction of Personal Data should be in writing, made in accordance with the PDPO and sent to the Data Protection Officer of Hang Lung Properties Limited at (if by post) 28/F, Standard Chartered Bank Building, 4 Des Voeux Road Central, Hong Kong or at (if by email) privacyofficer@hanglung.com.

 

For further information, please refer to Hang Lung Properties Limited’s Privacy Statement at https://www.hanglung.com/en-us/special-pages/privacy-policy-statement.

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