Michelle Dai
Forest Hills,NY
Summary
Motivated and goal-driven leader with over 15 years of experience in high-end luxury industry, Tiffany & Co. Cartier, FREYWILLE and Ferragamo, specializing in client and business development. Proven track record in enhancing client relations and driving success in client acquisition and loyalty. Proficient in team management, business and CRM strategy, with a strong emphasis on delivering exceptional client experiences.
Overview
11
11
years of professional experience
Work History
Client Development & Relations Manager
Tiffany & Co. Landmark
06.2022 - Current
- Responsible for developing NY market Client Engagement strategy and opportunities to support retail teams in driving commercial priorities, client loyalty and growth, with a focus on developing key client segmentations and appointment-based business.
- Created a successful client development roadmap and executed to open the world's largest luxury flagship, Achieved the annual target by over 185% vs. LY
- In collaboration with senior leadership and boutique directors, define and lead overall clienteling strategy, both commercial and experiential, establishing local community partnerships, and creating exceptional curated client experiences.
- Record breaking success in the VIC client development focus on High Jewelry sales across Global & America High Jewelry events
- Fueled a mindset shift and transformed the team to be more client-centric through client development projects and CRM tools, resulting in increased accountability and engagement, and stronger client relationships.
- Led and launched the new Clienteling tool across sales leaders and over 150 client advisors
- Execution of the Global and American strategy for in-store events, emphasizing on new and existing client activations, bespoke experiences
- Established new business opportunities with targeted clients through prospecting, strong local networking
- Analyzed market trends and customer needs to identify new business development opportunities.
Flagship Sales Manager
Tiffany & Co. Landmark
11.2021 - 06.2022
- Responsible for leading and motivating High Jewelry / Diamond sales team to provide exceptional experiences for all clients, cultivate each client encounter into a loyal, trusting relationship
- Led the Diamond & HJ team achieved record mark in sales in the first holiday season and quarter
- Redefined and enhanced the team culture and moral by hiring and developing cohesive sales team
- Fostered a positive, client centric experience for the team and clients, which not only resulted in an increase in sales and key KPIs but also in re- establishing the clients loyalty
- Identified high net worth individuals and created tailored development strategies for each
- Effectively coached the team on client relationship management, client experience and client growth
- Increased High Jewelry business by reviewing the client database, determining high potential clients, defining personalized strategy for each, resulting in 20% HJ sales increase.
Client Development Assistant Manager
Cartier
12.2020 - 11.2021
- Initiated and developed global calendar, including all client activations, flagship events, Client experience, High Jewelry Events, CRM and Key targeted initiatives, recorded ROI from each client activation
- Support and coach team on client relationship management; the objectives for the different client segments and the opportunities for key touch points throughout the year
- Guide through Sales team of 30 Senior sales associates to strategize client development plan
- Focused on loyal customers through CRM programs to enhance client retention and produced referrals from returning client
- Implemented regional client reassignment project to awake sleeping top tiers clients
- Adeptly organize multiple events and attract high potential clients from the Asian and Chinese markets, generated revenue over 3 times of the targeted goal
- Develop and execute strategic In-Store and External client experience to enhance customers' engagement.
Sales Assistant Manager
Cartier
01.2017 - 12.2020
- Demonstrate leadership abilities and lead two teams, train and coach all the members, and successfully over achieve targets and provide excellent client services
- Partnered with sales manager and led team to strategize Cartier diamond and engagement ring business, focus on personalized clientele, bespoke client experience
- Achieved record sales surpassing the record mark in team sales target in the first year
- Highly involved in three international High Jewelry Events and lead the team to achieve multimillion sales target
- Successfully recruited many local and international high potential clients for Cartier and managed to achieve ROI from multiple high jewelry events.
Flagship Manager of Sales & Marketing
FREYWILLE
01.2013 - 12.2016
- Lead and manage all aspects of the operation of the flagship on Madison Avenue, responsible for store business statistics, sales goal
- Report directly to the regional sales director of North America, leading a team of 8 plus seasonal sales in retail, event planning, marketing, social media analytics, and client relations
- Manage and execute the yearly event agenda for 8-10 holidays, private VIP client events
- Strategized the premieres of new collections, Spearheaded the Madison Flagship and SOHO Pop up stores grand opening events, accommodating over 100 attendees
- Lead the flagship CRM program, leverage the sales team talent and developing long- term relationships with VIP clients, and building a loyal client database by providing exceptional customer service
- Manage Brand client loyalty program, coordinate with Chinese travel companies and business organizations to promote FREYWILLE jewelry and increase sales by 35%
- Cultivated and maintained strategic alliances with key partners and vendors.
Education
Luxury Branding Management -
Fashion Institute of Technology
New York, NY01.2015
Bachelor of Arts: Economics & Marketing -
Queens College
Queens, NY01.2012
Skills
- Luxury Retail Management
- Client Development
- CRM Strategy & Execution
- Client Experience Journey
- Team Development and Training
- Flagship Store Opening
- Strategic Planning and Implementation
- Strong Networking Skills
- High-End Client Business Development
- Elevated Events Planning
- Fine Jewelry/High Jewelry & Watches
- Global Market Trends Analysis
Languages
English
Native or Bilingual
Chinese (Mandarin)
Native or Bilingual
Timeline
Client Development & Relations Manager
Tiffany & Co. Landmark
06.2022 - Current
Flagship Sales Manager
Tiffany & Co. Landmark
11.2021 - 06.2022
Client Development Assistant Manager
Cartier
12.2020 - 11.2021
Sales Assistant Manager
Cartier
01.2017 - 12.2020
Flagship Manager of Sales & Marketing
FREYWILLE
01.2013 - 12.2016
Luxury Branding Management -
Fashion Institute of Technology
Bachelor of Arts: Economics & Marketing -
Queens College
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