Customer Relationship Management Specialist

Outside The Box Recruitment Ltd; Knightsbridge; On-site; GBP 60,000 - 90,000; Full time

Benefits offered by this job

1% Commission

Bonus

Free uniform

Incentives & benefits package

Job summary

Schiaparelli in Knightsbridge, a luxury designer brand at Harrods, is seeking a CRM Specialist to lead clienteling and build relationships with UHNW clients.

Reporting to the Store Director, you will own the CRM engine end-to-end—from data and reporting to recruitment, elevation, and retention of top VICs—driving exceptional service and measurable business results.

Qualifications

• Minimum 3 years CRM specialist experience within luxury/designer
• Experience with clientelling and managing UHNW clients
• Strong data analysis and reporting to stakeholders
• Excellent interpersonal and coaching skills
• Additional languages are an asset

Responsibilities

• Define and lead the boutique's CRM strategy and roadmap in partnership with the Store Director, in line with Schiaparelli's global client engagement vision.
• Recruit, develop, and personally manage a portfolio of top VIC and HNWI clients, ensuring consistent growth and depth of engagement.
• Organise regular training sessions on CRM tools, clientelling techniques, and client storytelling for the sales team.
• Monitor individual CRM performance in close collaboration with the Store Director, and coach advisors to achieve agreed clientelling objectives.
• Own the integrity of the client database, ensuring GDPR compliance across all CRM systems.
• Contribute to planning and flawless execution of client engagement events — private appointments, couture previews, and London activations.

Skills

CRM systems

Excel skills

Clientelling

Relationship management

Coaching

Data analysis

KPI reporting

VIC development

Team leadership

Event planning

Job description

CRM SPECIALIST – LUXURY DESIGNER LADIESWEAR – KNIGHTSBRIDGE

New exciting opportunity is now available for an experienced LUXURY LADIESWEAR CRM SPECIALIST based in an exquisite concession boutique on the ‘Super Brands’ floor within Harrods

Our client is a global luxury designer brand that has an amazing heritage and reputation. They are revered globally for its artistic feminine designs. The luxury boutique will have LTRW, Couture, Shoes, Leather Goods, Accessories and Fragrance. The alluring interior design is breath taking and will enable the team to enhance the welcoming ambiance.

As the CRM Specialist you will lead the team in creating and building long-term relationships with the UHNW clients, follow through’s and special events to attract the discerning clients. Additionally to achieve sales in line with the ambitions of the Boutique and ensure that every Client has an exceptional and unique experience by providing the highest standards of service.

ROLE:

Reporting to the Store Director and supporting a Senior Sales team of 6

As CRM Specialist, you will be the driving force behind the boutique's CRM strategy, working hand-in-hand with the Store Director to accelerate client development and elevate the quality of every client relationship. You will own the CRM engine of the boutique end-to-end — from data and reporting to the recruitment, elevation, and retention of top VICs — while acting as a trusted advisor to the sales team on clientelling best practice.

This is a strategic and hands-on role: part analyst, part relationship-builder, part coach — combining rigorous CRM ownership with genuine passion for building lasting relationships with the Maison's most valuable clients.

KEY RESPONSIBILITIES:

• Define and lead the boutique's CRM strategy and roadmap in partnership with the Store Director, in line with Schiaparelli's global client engagement vision.

VIC Recruitment & Development

• Recruit, develop, and personally manage a portfolio of top VIC and HNWI clients, ensuring consistent growth and depth of engagement.

Coaching & Team Enablement

• Organise regular training sessions on CRM tools, clientelling techniques, and client storytelling for the sales team.
• Monitor individual CRM performance in close collaboration with the Store Director, and coach advisors to achieve agreed clientelling objectives.

Client Data Quality & Compliance

• Own the integrity of the client database, ensuring the highest standards of data accuracy, completeness, and GDPR compliance across all CRM systems.

Events, Activations & Partnerships

• Contribute to the planning and flawless execution of client engagement events — private appointments, couture previews, and London-based activations.
• Proven experience in a CRM, clientelling, or VIC development role within a luxury fashion or lifestyle brand.

The list is not exhaustive

Ideal Candidate:

• A minimum of 3 years CRM Specialist experience ideally within luxury / designer
• ladieswear or High Jewellery
• Strong sales techniques and clientelling – must have a strong UHNW personal clientbook
• Strong track record in building, analysing, and activating client data to drive measurable business results.
• Demonstrated success recruiting and developing high-net-worth or VIP client relationships.
• Comfortable presenting KPIs and reporting to senior stakeholders (Store Director, HQ, Harrods CRM teams).
• Excellent interpersonal and coaching skills, with the ability to influence and upskill a sales team.
• Genuine interest in art, fashion, and culture, with strong knowledge of the London luxury landscape.
• Proficiency with CRM systems and data/reporting tools; strong Excel skills.
• Additional languages are an asset but not essential.
• Flexibility to work varied hours/days, including weekends and holidays, and to attend evening events as required.

Additional the basic salary is: 1% Commission, bonus, Free uniform, and excellent Incentives & benefits package.

Please only apply if you have ‘The Right to Work’ in the UK there is no sponsorship.