CRM & Clienteling Coordinator

GUERLAIN; London; On-site; GBP 30,000 - 40,000; Full time

Job summary

A luxury beauty brand in London is seeking a CRM & Clienteling Coordinator to support campaigns and the loyalty programme. The role involves coordinating communications, managing stock, and reporting on impact. Ideal candidates have 2+ years in CRM within luxury retail and possess strong communication skills. This position offers hybrid working arrangements.

Qualifications

• Minimum of 2 years’ experience in CRM within luxury retail or FMCG is preferred.
• Passion for beauty and familiarity with the UK luxury retail market are desirable.

Responsibilities

• Support the delivery of CRM & Clienteling Communications Calendar.
• Coordinate end-to-end communication delivery.
• Execute direct mail campaigns.
• Assist with regular reporting on campaign activities.

Skills

Strong communication skills

CRM tools experience

Organizational ability

Attention to detail

Proficiency in MS Office

Education

Relevant degree

Tools

Email platforms

Adobe Campaign

Google Analytics

Job description

POSITION: CRM & CLIENTELING COORDINATOR

6 MONTHS FIXED TERM

DEPARTMENT: SALES

LOCATION: LONDON, HYBRID

REPORTS TO: CRM & CLIENTELING MANAGER

PURPOSE OF THE ROLE

The CRM & Clienteling Coordinator will support the CRM & Clienteling team with campaigns, the Guerlain&You loyalty programme, and reporting on activity impact.

This role involves executing CRM & Clienteling initiatives, coordinating campaigns across teams, monitoring stock levels, and producing reports to assess effectiveness.

The ideal candidate is collaborative, resourceful, with good communication skills, and passionate about delivering exceptional client experiences within a luxury beauty brand.

Job Responsibilities

CRM & Communications Initiatives

• Support the delivery of the CRM & Clienteling Communications Calendar and initiatives.
• Coordinate end-to-end communication delivery (Email, SMS, App, Direct Mail), overseeing briefing, creative adaptation, proofing, targeting, and deployment.
• Develop bespoke communications, collaborating with internal teams for content and approvals.
• Maintain and update email creative using the Dartagnan tool.
• Execute direct mail campaigns with printing agencies and prepare gifting materials.
• Support clienteling campaigns logistics, including stock management and gift coordination.
• Collaborate with sales and CRM teams to develop tailored communications for retail partners.
• Assist with database management and data initiatives.

Loyalty Programme

• Assist with daily operations to ensure excellent client experience online and in-store.
• Manage weekly loyalty gift orders and oversee stock inventory.

Reporting

• Support regular reporting to monitor resource use and campaign impact.
• Use tools like Google Analytics and CRM BI to evaluate campaign performance and share insights.

Position within the Organization

Reports to: CRM & Clienteling Manager

Direct Reports: None

Internal Interactions: UK Sales, Marketing, Retail, Logistics, International CRM/Digital (Paris), International Client Services (Paris)

External: CRM Agencies, Print Suppliers, Retail Partners

Profile

Key Skills & Experience:

• Experience with CRM tools (Email platforms, Adobe Campaign) desirable.
• Quick learner of digital platforms (including Dartagnan).
• Customer-centric mindset; retail/CRM experience preferred but not mandatory.
• Excellent communication and relationship skills.
• Analytical skills with reporting experience (Google Analytics, PowerBI).
• Organized, autonomous, detail-oriented, proactive, resilient.
• Proficient in MS Office.
• Minimum 2 years in CRM or similar role within luxury retail or FMCG.
• Understanding of UK luxury retail market.
• Bachelor’s degree or equivalent in Business Studies or related field.
• Passion for beauty industry.