Fragrance & Beauty CRM & Clienteling Executive - Harrods Knightsbridge

TN United Kingdom; London; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player in luxury beauty seeks a dynamic CRM & Clienteling Executive to elevate client experiences at Harrods. This role is pivotal in fostering relationships and driving sales through exceptional service and strategic client engagement. You will collaborate closely with Sales Consultants, utilizing your expertise to implement innovative clienteling initiatives and support the brand's goals. Join a team that values creativity and excellence, and gain invaluable experience in a prestigious environment that champions personal and professional growth.

Benefits

Private Medical Insurance

Pension Scheme

Employee Discounts

Cycle Scheme

Arts & Culture Ticket Discounts

Service Awards Programme

Qualifications

• Experience in a client-facing role with a focus on luxury beauty.
• Strong understanding of CRM and clienteling practices.

Responsibilities

• Develop and execute clienteling strategies to enhance customer relationships.
• Train Sales Consultants on CRM tools and best practices.

Skills

Client Development

Relationship Building

Digital Savviness

Communication Skills

Organization Skills

Education

Experience in Luxury Retail

Understanding of GDPR

Tools

Microsoft Office

CRM Tools

Job description

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Fragrance & Beauty CRM & Clienteling Executive - Harrods Knightsbridge, London

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Client:

CHANEL

Location:

London, United Kingdom

Job Category:

Customer Service

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EU work permit required:

Yes

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Job Reference:

6918e98571f8

Job Views:

6

Posted:

05.05.2025

Expiry Date:

19.06.2025

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Job Description:

Fragrance & Beauty CRM & Clienteling Executive

Contract: Permanent, 37.5 hours/week, any 5 in 7 days

CHANEL is an independent company that believes in the freedom of creation, cultivates human potential, and acts to have a positive impact in the world.

“In order to be irreplaceable, one must always be different” stated company founder, Gabrielle Chanel. At CHANEL, we strive to identify what is unique in each person and support them through their journey with the brand.

Our mission at CHANEL Beauty is to underline what is most unique in everyperson and give our clients the confidence to become the true expression of themselves through exceptional fragrance, make up and skincare creations.

Your role @CHANEL:

As the CRM & Clienteling Executive, you are the ultimate CHANEL ambassador and instil CRM culture throughout the Harrods Fragrance & Beauty business. You assist Sales Consultants in cultivating long-term relationships with their clients through clienteling.

Leveraging your experience, CHANEL will enable you to:

Contribute to the overall performance of the CHANEL Fragrance and Beauty account by promoting key business objectives

Regularly engage with clients to ensure they have the most memorable experience with CHANEL whilst ensuring you always uphold the brand values

Act as the main point of contact between the Head office team and the Harrods business

Centralise and coordinate CRM/clienteling activities in Harrods and communicate updates to the Head office team

Responsibilities:

Develop and execute Harrods clienteling Action Plan to attract and retain clients. With a focus on the ultimate premium offer, convert clients to VIC's

Play an integral part in building and fostering CHANEL’s portfolio of clients through clienteling and CRM channels in line with the brand’s expectations

Participate in monthly catch-up sessions with the Head office teams to explore opportunities, stay informed about new product launches and upcoming events

Participate in workshops and seminars, actively sharing insights and implementing strategic enhancements across the wider team while consistently updating the teams on CRM/clienteling progress

Sales Performance Enhancement:

Take responsibility for driving sales, achieving targets and contribute to the overall business performance on counter

CRM Digital Tool Expert:

Be the expert user in the boutique with the knowledge to train other Sales Consultants on an array of CRM and Clienteling tools including and the Hub

Ensure that Sales Consultants adhere to CHANEL brand guidelines particularly regarding clienteling practices, as well as possess a thorough understanding of email best practices and GDPR compliance

Coordinating CRM Activities:

Arrange monthly meetings with each Sales Consultant to review latest monthly Marketing & CRM reports to track clienteling actions and KPIs

Present latest KPI updates provided by the Head office team during morning briefs

Develop and execute CRM/Clienteling initiatives to motivate Sales Consultants to meet KPIs, fostering team enthusiasm and excitement while also driving clients back to the counter

Support team in clienteling activities:

Coach Sales Consultants in developing their clienteling and relationship-building skills through regular onsite training sessions

Conduct regular sessions focused on enhancing data capture and quality practices for all Sales Consultants

Ensure all Sales Consultants are proficient and adhere to CRM and clienteling standards, fostering future CRM/Clienteling Ambassadors & Executives

Entertainment & Gifting Coordination:

Work with the Retail Coordinator to coordinate all entertainment & gifting activities, making proposals for Management approval

Review the client lists sent from the Head office team with each BA to produce a shortlist of proposed clients (aligned with Clienteling strategy)

Collate responses & feedback from clients via the Sales Consultants & relay back to the Head office team

Contribute to the success of our Harrods skincare, makeup and fragrance masterclasses by building client relationships, offering personalized invitations and increasing engagement levels

What you will bring to the role:

Good understanding of the Luxury Beauty Retail landscape as well staying up to date with relevant industry news.

Experience in a client-facing role and a passion for client development and relationship building

Digital savviness, proficient using Microsoft Office inc. Excel, PowerPoint & Word

Ability to work autonomously to set own time schedule and organise others

Communicate concisely on CRM topics

Strong organisation, time management and communication skills

Good understanding of GDPR and email best practises

Confident presenter, with good spoken & well written English

What you would gain from this experience:

You will have the opportunity to work with one of the leader luxury brands with a wealth of heritage, and innovation to transcend time and generations through the ultimate CHANEL creations

We are dedicated to creating the conditions for people to perform at their best, building on their strengths and enabling them to benefit from new opportunities. You will work with inspirational colleagues and managers that will coach you and develop you throughout your CHANEL career journey

You will be immersed into a House of creation and luxury through attending inspirational conferences and training initiatives in our Training Academy, to elevate your expertise to educate and inspire our clients

Benefits at CHANEL:

Our employee benefits have been created to support you across your professional and personal life by offering you:

Physical Wellbeing: Private Medical Insurance covering pre-existing medical conditions and ability to add family members,Online GP App with 24/7 appointments available within 24 hours and Cycle Scheme participation for a tax-exempt bike and/or accessories.

Financial Wellbeing: Pension, Life Assurance and Retail Discountsacross multiple retailers including Supermarkets, Gyms, Days Out and 100’s more.

Mental Wellbeing: Employee Assistance Programmes and Other Support Lines.

Lifestyle: Arts & Culture Ticket Discounts across major London attractions, CHANEL Product Discounts and Employee Only Sales.

Employee Recognition: Service Awards Programme offering CHANEL Products, Retail Vouchers and Additional Holidays across milestones.

*Benefits are eligibility dependant and subject to change at any time