Vienna, Vienna, Austria
Coming from the hospitality industry and working in luxury horology, I draw a parallel between those two industries: both relies on Service to create an exceptional experience in every step in order to meet, and exceed, customer satisfaction and secure their loyalty. Indeed, with the abundance of competitors, the continuous innovation in e-commerce, as well as more sophisticated than ever customer knowledge, the product itself is no more enough. Many aspects make up the Service, and at its heart are humans. People who represent the company are crucial: they play the role of ambassadors. This is the very reason why I firmly believe that every organisation must pay a special attention to the continuous training and upskilling of their ambassadors.
Management Keep the 70 employees of the Bucherer, Omega & IWC Viennese stores motivated through constant trainings, regular communication and clear strategic objectives. Hospitality Offer our guests a purchasing experience that exceeds their expectations thanks to a perfect service provided by each Bucherer team member. Marketing Define & implement the marketing strategy. Processes Seek efficiency through constant process evolution in every department. Tourism Build a bridge between our stores and the Viennese hospitality business.
Management Keep the 35 employees of the Bucherer Viennese store motivated through constant trainings, regular communication and clear strategic objectives. Hospitality Offer our guests a purchasing experience that exceeds their expectations thanks to a perfect service provided by each Bucherer team member. Marketing Define & implement the marketing strategy: 1) define the target, 2) have a 360° channel approach, 3) set the planning calendar, 4) coordinate the execution.
Build a new structure for corporate sales (events organization, final client gifting with customized products, welcome protocol in boutiques) and B2C private sales (private tastings, exquisite products sales, CRM) in Austria.
Manage 33 points of sale across east of France; sales force training; KPI analyze (sell-in/sell-out/stock/…); sales; budget follow-up; undertake specific marketing actions (communication, trade, merchandising, event).
Manage 35 points of sale across Belgium and Luxembourg; sales force training; KPI analyze (sell-in/sell-out/stock/…); sales; budget follow-up; undertake specific marketing actions (communication, trade, merchandising, event).
Develop partnerships with business schools around the world; organize shootings and printed materials; coordinate PR practices between HQ and the markets; responsible for the intern newsletter.support the preparation of the world employees meeting.
Build a 3-day-training program focusing on SWISS Service Excellence and Leadership for future senior cabin crew; dispense this training to 36 participants; participate in the recruitment; conduct analytical researches on Service Excellence in the airline industry.
Establish contact with clients; develop catering offers; organize events; coordinate the implementation; customize the follow-up; individual customer care services; in charge of the “APERO Box” concept (sale, orders, coordination, delivery); take part in the rebranding project and its launch; apprenticeship tutor for 2 apprentices.