About this role
1. Key Responsibilities: Experience Performance Intelligence
• Consolidate and analyze performance across events, services, clienteling, specialists, and non-sales KPIs.
• Identify key performance drivers and barriers impacting experience outcomes.
• Translate performance data into actionable recommendations for Experience Lead and field teams.
• Support prioritization of experience investments through data-driven evaluation. Event Portfolio Analytics
• Evaluate performance of the overall event portfolio across recruitment, retention, loyalty, and sales objectives.
• Compare effectiveness of event formats, locations, client segments, and investment levels.
• Identify optimal event mix and resource allocation opportunities.
• Recommend future event strategies based on performance trends and ROI analysis. Event Target Audience Analysis & Optimization
• Partner with CX to identify target client segments for each event type based on client profiles, lifecycle stage, category affinity, and commercial objectives.
• Evaluate historical event performance by client segment to determine which event formats are most effective for recruitment, retention, tier upgrade, or reactivation objectives.
• Develop recommendations on target audience selection, invitation strategy, and event capacity allocation to maximize business impact.
• Support Experience Lead in defining event portfolio strategy through client and event performance analytics. Experience ROI & Investment Effectiveness
• Develop framework to evaluate ROI and effectiveness of experience-related investments.
• Assess business impact of events, services, specialists, and clienteling programs.
• Measure short-term and long-term value generated from experience initiatives.
• Support Experience Lead in investment prioritization and budget allocation decisions. Service & Clienteling Effectiveness Analytics
• Analyze service and clienteling performance to identify behaviors associated with higher conversion, retention, and engagement.
• Compare performance across POS, specialists, and service formats.
• Identify best practices and scalable success factors. · Recommend actions to improve effectiveness and productivity. Experience Dashboard & Governance
• Develop and maintain comprehensive experience performance dashboard.
• Consolidate KPI performance across events, services, clienteling, specialists, and recruitment initiatives.
• Ensure consistent KPI definitions, reporting standards, and data governance. · Facilitate monthly experience performance review process. Specialist & Expert Performance Analytics
• Monitor and analyze performance of Skincare Specialists, Fragrance Specialists, Makeup Specialists, and Experts across POS.
• Develop specialist performance dashboards covering productivity, service conversion, recruitment, client retention, category penetration, and clienteling effectiveness.
• Identify top-performing specialists and success factors contributing to superior results.
• Analyze performance gaps and provide recommendations to improve specialist productivity and utilization.
• Evaluate effectiveness of specialist deployment by POS, client profile, and category strategy. • Support Experience Lead and Service Leaders in specialist allocation, capability development, and performance improvement planning. Best Practice & Opportunity Identification
• Identify top-performing counters, specialists, event formats, and service models.
• Analyze success factors and share best practices with Experience Lead, Service Leaders, and Retail Managers.
• Highlight emerging risks and opportunities requiring management attention. · Support continuous improvement initiatives across the experience ecosystem. 2. Key Performance Indicators · Event ROI Improvement · Service Conversion Improvement · Clienteling Conversion Improvement · Non-Sales KPI Visibility & Accuracy · Experience Dashboard Utilization · Best Practice Replication Rate · Actionable Recommendation Adoption Rate · Experience Investment Effectiveness 3. Role Specification / Core Competencies · Strong analytical capability (data structuring, KPI modeling, root cause analysis) · Business acumen in retail/POS performance and client behavior · Ability to translate data into actionable and practical recommendations · Advanced data handling and visualization skills (Excel, BI tools) · Cross-functional communication and stakeholder influencing skills · High attention to detail and data accuracy discipline · Structured problem-solving and continuous improvement mindset 4. Academic / Professional Experience · Basic requirement - Bachelor’s degree in Business Administration, Consumer Behavior, Economics, Statistics or a closely related field - Minimum 10 years of progressive work experience in sizable multinational organizations · Preferred - Experience in consumer goods, retail or luxury industry - Experience in POS management - Experience in planning and executing large-scale commercial events - Strong data analytics capabilities - Solid understanding of department store retail operations 5. Key Interactions / Stakeholders · CX team · Promotion team · Retail Management team · POS Leaders & Expert & Specialists · Experience & Service Partner