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
