Director of Guest Acquisition and Engagement

1 mese fa

Fidenza, Italia Value Retail A tempo pieno

THE ROLE
- Reporting to the Business Director and in coordination with the leadership of the Village and the Central functions, the Guest Acquisition & Engagement Director will be key in defining the business direction around guest experience and engagement for Fidenza Village.

The Director, thanks to outstanding sales, negotiating, influencing and networking skills, will own guest reporting, insight and data storytelling. With a strong focus on guest engagement and retention, FF, SPV & Sales, he/she will drive a new approach to how we bring to life guest insight to acquire and retain high spending guests for our current and future brand partners, thanks to a competitive private event strategy in and out of the Village, where the target Private Client Services guests can be captured.

KEY RESPONSIBILITIES
- Lead the new combined team of Guest Acquisition and Engagement of Fidenza Village, with the objective to create a new mindset around guest engagement in Village, digitally and analytically.
- Create and deliver a clienteling strategy for the acquisition, ongoing engagement and retention of high spending guests, with the objective of creating a large and sustainable base of clientele for our current and future brand partners to engage with.
- Develop a robust strategy for the Village’s blackbook and private services that is in line with the direction of the Bicester Collection and with the latest trends in target markets and for key partners.
- Work cross-functionally with Destination Marketing and Partnerships, PR and Retail to build a coherent and joined up Village strategy to attract and retain international high spending guests.
- Work with Director of Guest Services and Experiences to ensure the Private Client spaces are held to the highest standards for international guests.
- Work with F&B Manager to ensure there is a strategy to meet the expectations of international guests in Village restaurants/private events.
- Own & drive the guest knowledge & insight strategy and execution for Fidenza Village, with a focus on delivering personal, relevant and timely experiences and communications to our different guests groups
- Be the point of reference for the creation of dedicated content for the Village paid media and social media, to communicate Fidenza Village as extraordinary platform of experience in shopping, art and entertainment to our existing and future members.
- Work cross-functionally to test and iterate insight led Membership activations and communications that will drive retention and cultivate brand advocacy

BACKGROUND & SKILLS
- Preferably educated to degree level or equivalent qualification
- Fluent in English and other European languages an advantage
- At least 5 years in a leadership capacity within a hospitality, luxury, or event based industry
- Good understanding of the high net-worth client requirements and able to deal with varying levels of clients/ brand partners with different status, cultures and behaviors
- Commercial/Retail/Luxury brand awareness
- Experience leading an insights function within retail and/or a luxury brand environment and experience using data and BI tools such as PowerBI
- Ability to strategically set priorities and deliver success against key metrics
- Healthy mix of creative and analytical thinking in order to deliver innovative and engaging approaches to data storytelling that will enable Fidenza Village to drive guest centric business results
- Highly organised with a high attention to detail and excellent project management skills
- Excellent people skills in all directions (stakeholders, direct reports, brand partners & guests) - Strong interpersonal and communication skills
- A service attitude with a clear display of empathy and five star luxury (Passionate about exceeding client expectations on a day-to-day basis)

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