Opportunity Description
Client Engagement Strategy
- Defineand oversee Delugs’ customer journey across all channels (online andoffline).
- Map every customer touchpoint and identify opportunities to enhance engagement, satisfaction, and loyalty.
- Serve as the primary escalation and engagement contact for VIP and high-touch clients—building personal rapport and long-term relationships.
- Develop a system of proactive outreach, surprise-and-delight moments, and lifecycle-based communication (e.g., post-purchase, birthday, first order, lapse recovery).
- Develop a training curriculum and playbooks for our Retail and Customer Service teams covering:
- oProduct knowledge (materials, compatibility, care, story).
- oConversational prompts to enhance client satisfaction and confidence.
- oHandling edge-case scenarios: customer objections, complaints, high-AOV purcha...
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