CRM SENIOR MANAGER – TUNDE SASVARI
CRM Senior Manager
Please introduce yourself & your company
My name is Tunde, and I am excited to share my experience in the luxury industry!
For the past decade, I’ve worked with Wealth-X, a global firm helping clients uncover, understand, and engage their high-net-worth clientele. I worked exclusively with the luxury industry, including jewellery, fashion, yachting, and aviation. I have provided tailored solutions to help the brands attract and retain affluent customers fuelling strategic decision-making in sales, marketing and CRM.
What is your morning routine?
I have always been an early bird, as I believe that starting the day with a well-structured routine is essential for maintaining focus and productivity. My morning routine typically involves waking up early to allow for some personal time. I like to begin my day with an ice latte and some exercise (I love spinning) to energise my mind and body. Then, I review my schedule, prioritise tasks, and ensure I am prepared for meetings or client engagements.
How did you become involved with the luxury fashion industry?
My passion for the luxury industry began in the early 2000s when living in Italy with a deep fascination for design, craftsmanship, and the art of storytelling through fashion. Whilst studying in Genoa, I became a make-up artist, giving me a unique opportunity to experience the world of design and fashion shows.
I actively sought opportunities throughout my career to get involved with the wide array of brands and sectors within luxury to gain hands-on experience and expand my knowledge in multiple areas. This exposure allowed me to understand the unique challenges and opportunities in the industry and develop a passion for client relationship management.
What was your journey that led to your current role?
My journey in the luxury industry has been an exciting and rewarding one. After gaining experience in various roles, I consistently sought opportunities for growth and advancement.
Ten years ago, at the time living in Switzerland, I visited my family in Hungary, where I met a fantastic headhunter who told me about Wealth-X. I joined immediately after meeting them! I started in research, uncovering the profiles of the world’s wealthiest individuals, from their backgrounds, sources of wealth, and personal networks, to their interests, passions, and hobbies. This unique wealth intelligence provides clients insight into where, when, and how to engage this highly sought-after population effectively.
Three years later, I was offered the opportunity to move to London and start working in a client-facing role. I focused on developing a deep understanding of the luxury market, leveraging my expertise to provide strategic guidance to luxury brands seeking to enhance their client relationship management practices. This role allows me to combine my passion for luxury with my knack for developing tailored strategies that drive customer satisfaction and loyalty.
What is your main responsibility?
My main responsibility is to work closely with clients to understand their target market, identify opportunities, and develop tailored strategies to streamline and enhance their relationships with high-net-worth clientele. I provide guidance on areas such as personalised experiences, VIP programs and customer retention. I aim to help clients create long-term, meaningful connections with their affluent customers and drive business growth.
What is your typical day/week like?
A typical week in my role is quite dynamic and diverse. I engage in various activities with the clients, such as conducting market research, analysing customer data, designing and implementing client relationship strategies, collaborating with cross-functional teams, and providing recommendations based on industry best practices. I also spend time meeting with clients to understand their specific challenges and align our strategies with their business goals.
One day could be helping a yachting brand to streamline and qualify their leads for the Monaco Yacht Show; the next could be understanding the spending potential of selected clients of a jewellery brand before the launch of the new high jewellery collection. The nature of my role allows me to work on multiple projects simultaneously, ensuring that each client receives the attention and expertise they deserve. Meeting the clients is essential for me to understand their needs better, which involves a lot of travelling, so over the weekends, I like winding off in nature and spending time with my horses.
What’s the best part of your role?
The best part of my job is witnessing our strategies’ positive impact on our clients’ businesses and their relationships with their clientele. Building and nurturing these connections is a rewarding endeavour, and seeing our clients succeed in fostering long-term loyalty and advocacy is incredibly fulfilling. I also enjoy working with diverse luxury brands and immersing myself in their unique brand stories and offerings. I cherish my opportunities to meet my clients globally and visit their workshops and showrooms.
What’s the worst part of your role?
While I thoroughly enjoy my work in the luxury industry, like any profession, there are challenges. One of the potential drawbacks is the high level of competition and pressure to deliver exceptional results consistently. The industry demands continuous innovation and the ability to anticipate and respond to evolving customer preferences. However, I see these challenges as opportunities for growth and as catalysts for pushing boundaries and achieving new levels of excellence.
What is / are your most memorable work moment?
I have been fortunate to experience several memorable moments throughout my career in the luxury fashion industry. One of my notable work moments was when a luxury brand we worked with successfully launched a new VIP program based on our recommendations. Witnessing the positive response from their high-net-worth clientele and the increased engagement and loyalty they experienced was truly rewarding. It was a testament to the power of strategic planning and its impact on a brand’s relationship with its customers.
Another special moment was invited by a jewellery brand as a guest speaker to a webinar they had organised for their team during lockdown when most of the boutiques were closed; they organised a series of events with selected speakers and topics to keep the team connected and motivated. We had over 150 people from across the globe on the call, discussing the ultra-high net worth landscape and the teams’ challenges with engaging with this population.
What advice would you give to anyone interested in the same profession
Candidate: If you are interested in pursuing a career in client relationship management and luxury, here are a few key pieces of advice:
Develop a deep understanding of luxury: Immerse yourself in the world of luxury, understand the aspirations, values, and desires of affluent clientele, and stay updated on industry trends.
Build a strong foundation: Acquire a solid understanding of business and marketing principles and specialised knowledge in luxury brand management and client relationship strategies.
Seek industry experience: Gain practical experience through internships, entry-level positions, or consulting roles in luxury fashion or related industries. This will provide valuable insights into the unique challenges and opportunities of working with high-net-worth clientele.
Cultivate strong interpersonal skills: Effective client relationship management relies heavily on building trust, understanding customer needs, and providing exceptional service. Focus on developing your communication, empathy, and problem-solving skills.
Stay innovative and adaptable: The luxury industry is ever-changing, and client expectations evolve rapidly. Embrace a mindset of continuous learning, stay updated on emerging technologies, and proactively seek opportunities to innovate and differentiate your strategies.