Senior Customer Success Manager -Luxury, Retail, Training 高级客户成功经理-奢侈品/零售/培训

We are currently looking to hire a Senior Customer Success Manager based in our Shanghai office.

This is a fantastic opportunity for a driven professional to take on a leadership role within a dynamic and fast-paced organization supporting the growth of the Academy practice within the APAC region.

我们现正招聘一位高级客户成功经理，工作地点在上海。

我们是一个充满活力的快节奏组织，为积极进取的专业人士提供绝佳的领导力实践岗位，您将支持亚太地区学院业务与拓展。

The Group Who we are:

Founded in 2006, CXG is a global customer experience agency specializing in the premium and luxury industries. We serve over 200 luxury clients with a multicultural team of 250+ professionals. Our mission is to help brands transform customer and employee experiences to tap into their full business potential. We do so through tailored insights, strategy, and implementation. We are passionate about delivering impact. Our clients include the world’s most admired luxury houses, and our solutions combine research, technology, and human expertise to elevate every customer interaction.

公司简介

CXG创立于2006年，是一家专注于高端奢侈品行业的全球客户体验咨询公司。我们拥有250余名跨文化专业人才，服务超过200家奢侈品牌客户。通过定制化洞察、战略规划与落地执行，我们致力于帮助品牌重塑客户与员工体验，释放商业潜能，以创造实际影响为使命。我们的客户涵盖全球备受推崇的奢侈品牌，解决方案融合研究、技术与专业人才，全面提升每一个客户互动体验。

Position What you will be doing:

As APAC Senior Customer Success Manager for the Academy, you will serve as a right hand to the Academy EVP as well as the Regional VP and her deputy. Our Shanghai office hosts a team of Customer Success managing projects for Mainland China. Your role will be to oversee Academy projects for Greater China, Korea, Japan as well as support SEA region. You will have the responsibility of a defined portfolio of clients, together with a team of 3 Customer Success Managers who will be under your management.

职位职责：

作为学院亚太区高级客户成功经理，您将担任学院执行副总裁、区域副总裁及其副手的得力助手。上海办公室客户成功团队负责管理中国大陆项目。您将统筹大中华区、韩国、日本的学院项目，并支持东南亚地区业务。您将负责管理特定客户群，并领导由3名客户成功经理组成的团队。

The APAC Senior Success Manager is responsible for managing the local Academy team, for developing and maintaining a portfolio of premium and luxury brands as clients, overlooking the delivery of Academy project in the region, ensuring operating margin requirements are met. It also includes monitoring Academy performance on a monthly basis and attending business reviews.

The position reports into the Academy Executive Vice President.

亚太区高级客户成功经理需负责：管理当地学院团队；开发并维护高端奢侈品牌客户群；监督区域内学院项目的交付，确保达成营利目标；每月监控学院绩效并参与业绩评估。

本职位向学院执行副总裁汇报。

KEY RESPONSIBILITIES

主要岗位职责

Team Management & Environment

团队管理与团队氛围

• Animate the overall APAC Academy team routines: regular meetings, working sessions, training or coaching when needed.

统筹亚太区学院团队日常运作：定期会议、工作研讨会，并按需开展培训或辅导。

• Directly manage the Academy Greater China Team.

直线管理学院大中华区团队。

• Ensure a positive and motivating work environment for the team by setting yearly objectives, monitoring progress and doing Year-End Reviews).

通过设定年度目标、跟踪进度及开展年终评估营造积极向上的团队工作氛围。

• Develop the Customer Success team competencies to promote a consultative, solution-oriented mindset.

培养客户成功团队业务能力，推动咨询式、解决方案导向的思维模式 。

• Accelerate the team's professional capability & development through mentoring, and cross-regional project case integration and sharing.

通过导师指导及跨区域项目案例整合共享，加速团队专业能力的提升。

• Ensure effective resource allocation.

确保资源高效配置。

• Work within a highly collaborative matrix environment, building strong partnerships with regional CS teams, global Academy stakeholders, and cross-functional teams to ensure unified delivery and client satisfaction.

在高度协同环境中工作，与区域客户成功团队、全球学院利益相关方及跨职能团队紧密合作，保障交付统一性与客户满意度。

• Monitor the Academy APAC revenue performance, forecasts as well as provide a clear reporting to EVP.

监控学院亚太区营收表现与预测，向执行副总裁提供清晰汇报。

• Ensure the success of onboarding new team members.

确保顺利完成新员工的入职培训。

• Supervise general admin topics: recruitment, commission, etc…

统筹行政事务：招聘、佣金等事宜。

• Foster a sense of partnership with the Greater China entire CS community

促进大中华区客户成功团队的合作伙伴关系。

Client Management

客户管理

• Ensure that your teams create value for the clients we partner with.

确保团队为合作客户提供价值创造。

• Advise our clients on our Academy solutions and ideally other group ones.

为客户提供学院解决方案，并积极推荐集团其他解决方案。

• Promote the Academy externally and actively.

对外积极推广学院品牌。

• Drive proactive business development to grow Academy revenue in the allocated region, including opportunity spotting, proposal initiation, and active pipeline follow-up.

指定区域内积极推动业务拓展以提升学院营收，包括发掘商机、发起提案及积极跟进销售线索。

• Collaborate with other CXG practices to build integrated commercial proposals and promote cross-selling.

协同CXG其他业务部门构建整合商业方案，促进交叉销售。

• Support regional VP to grow Academy business with existing Group clients.

协助区域副总裁拓展现有集团客户的学院业务。

• Contribute to pitch and build multi-practices proposal.

参与多业务线提案的策划与构建。

• Nurture existing Academy clients by maintaining commercial relations in-between projects.

通过项目间的商业关系维护培养现有学院客户。

• Develop and nurture our brand awareness on the local market through networking events and white papers from our local exports.

借助本地专家的行业活动与白皮书提升区域市场品牌认知度。

• Ensure the highest level of customer satisfaction by monitoring Client Feedback evaluation.

通过客户反馈评估机制确保高满意度。

• Actively participate in quarterly commercial planning with the Deputy VP and RVP to secure and expand key accounts.

与副总裁及区域副总裁共同参与季度商业规划，巩固并拓展核心客户。

Project management & Delivery

项目管理与交付

• Oversee Academy projects’ execution, ensuring timely and high-quality delivery (from discovery call, proposal building, kick off , project management and final delivery).

监督学院项目执行，确保按时高质量交付（涵盖需求沟通、方案构建、启动会议、项目管理及最终交付全流程）。

• Guarantee a minimum contribution margin on each project with a mandatory project p&l for any new proposal.

确保每个项目达到最低贡献边际，所有新提案必须附项目损益表。

• Directly manage delivery of local or regional projects in Greater China, Japan and Korea.

直接管理大中华区、日本及韩国的本地/区域项目交付。

• Oversee and support with the team the delivery of Global projects in the region.

统筹团队支持区域内全球项目的落地实施。

• Support SEA market by providing resources.

• 为东南亚市场提供资源支持。

• Ensure communication and partnership with the Academy team members as well as with all other regional offices.

确保与学院团队成员及所有区域办公室保持沟通与协作。

• Work closely with the Measurement, Customer Insights, Consulting and Operations teams to ensure seamless project coordination and multi-practice alignment in regional and global projects.

与测量、客户洞察、咨询及运营团队紧密合作，确保区域及全球项目协调顺畅、跨领域协同一致。

• Update Proposal tracker to ensure constant monitoring of loss opportunities.

更新提案追踪系统，持续监控潜在损失机会风险。

• Develop and manage a qualitative network of consultants with strong retail luxury background as well as new skills and expertise.

建立并管理由深厚奢侈品零售背景及新兴技能的顾问们组成的专家网络。

Requirements:
KNOWLDEGE AND REQUIREMENTS

任职要求

• Master’s degree in Luxury management/ Business Administration/ Business school.

奢侈品管理/工商管理/商学院硕士学位。

• Minimum 5-8 years in retail management, training or store manager roles ideally within the luxury industry.

至少5-8年零售管理、培训或店长经验，奢侈品行业背景者优先。

• Demonstrated commercial acumen and ability to grow accounts through consultative selling.

具备商业敏锐度，能通过咨询式销售拓展客户。

• Strong collaborative mindset and ability to work across functions, regions, and hierarchies.

具备强烈的协作意识，能跨职能、跨区域、跨层级开展工作。

• Experience in recruiting, developing and managing a team with some remotely.

拥有团队招募、培养及管理经验（含远程管理）。

• Knowledge of the premium and luxury market changes and forces that influence the group (trends, news etc…)

了解高端奢侈品市场动态及影响集团的行业力量（趋势、新闻等）。

• Able to create and pitch strong impactful commercial proposals.

能制定并有效推介具有重大商业影响力的方案。

• Experience in training design content as well as training facilitation.

具备培训课程设计及培训实施经验。

• Knowledge of the APAC region outside of Mainland China will be a plus.

熟悉中国大陆以外的亚太地区市场者优先。

• Team player, goal-orientated and problem-solving capabilities.

团队合作精神，目标导向型思维及问题解决能力。

• Excellent communication, interpersonal and presentation skills.

卓越的沟通、人际交往及商业汇报能力。

• Language: fluent English mandatory

语言要求：英语须流利。

• Demonstrated commercial acumen and ability to grow accounts through consultative selling.

展现出商业敏锐度和通过咨询销售并拓展客户的能力。

• Strong collaborative mindset and ability to work across functions, regions, and hierarchies.

具备强烈的合作意识和跨职能、跨区域和层级协作的能力。

For more information, please visit our website: https://www.cxg.com