in-Store CRM Manager, London

PRADA; City Of London; On-site; GBP 45,000 - 60,000; Full time

Job summary

A luxury fashion house in London is seeking an In-Store CRM professional responsible for managing client relationships as a strategic asset. This role emphasizes client segmentation, driving business through targeted CRM campaigns, and data analysis using tools like Excel and C-Sphere. Ideal candidates will have luxury retail experience, possess a digital mindset, and be fluent in English with a second language preferred. A collaborative spirit and strong communication skills are vital for success in this role.

Qualifications

• Experience in luxury retail management.
• Proficient with Excel and CRM tools.
• Fluency in English and another language.

Responsibilities

• Manage the client portfolio strategically, focusing on growth.
• Design advanced client segmentation strategies.
• Analyze client data to extract insights.
• Drive innovation in CRM strategies.
• Tie CRM efforts to sales goals.
• Collaborate across departments for alignment.
• Conduct training sessions for staff.

Skills

Luxury retail experience

Strong technical attitude

Digital mindset

Client centric attitude

Problem solving

Flexibility

Empathy

Energy

Tools

Excel

C‑Sphere

Job description

Founded in 1913 in Italy, the Prada Group was built on a tradition of excellence and with a vision of innovation. Our Iconic Brands include PRADA, Miu Miu, Church's, Car Shoe and Pasticceria Marchesi and we are currently operating in more than 45 Countries, embracing employees of more than 100 nationalities.

Joining our Company means working in a creative and international environment, with teams of people motivated by curiosity and the quest for excellence. The engine of our success is the importance and value that we place on the talent and passion of our people leading to their own professional growth.

JOB PURPOSE

The In-Store CRM will be responsible for managing the client portfolio as a strategic business asset. The role focuses on strengthening and developing CRM & clienteling initiatives in store and supporting the sales staff with a strong focus on driving business through CRM campaigns, client outreach initiatives (client interactions) and private appointments. The CRM Manager must be comfortable with data analysis, Excel, and campaign management to make data-driven decisions and manage the client portfolio strategically.

RESPONSIBILITIES

• Manage the client portfolio strategically, focusing on segmentation, forecasting, and growth of client relationships.
• Design and execute advanced client segmentation strategies, ensuring targeted outreach for high‑value clients, prioritising engagement strategies that drive long‑term loyalty.
• Analyse client data and manage the client portfolio using tools like Excel and the business CRM platform (C‑Sphere) to extract insights, build reports to assess key KPIs, forecast client engagement opportunities, and drive targeted campaigns.
• Drive innovation by benchmarking CRM strategies within the market, staying updated on trends, and introducing new client engagement techniques.
• Ensure the development, implementation and execution of store CRM campaigns, including the local outreach activities, client target list extraction, and performance monitoring.
• Tie CRM efforts directly to sales and revenue goals, ensuring measurable impacts on store and individual client advisor performance through effective CRM strategy management.
• Manage client gifting and customer experiences budget to strategically enhance client relationships.
• Collaborate across departments to align CRM outreach and engagement strategies with store events, product launches and communications campaigns.
• Conduct training sessions to ensure team members understand the importance of CRM and feel confident in using related tools and strategies.
• Train and support sales staff in using digital tools (e.g. C‑Sphere) to perform clienteling initiatives.
• Provide individual feedback on specific CRM initiatives and share best practices with the store team.
• Ensure adoption, consistent execution and follow‑up of the Group clienteling strategy, resources and culture across all store team members.
• Monitor and track CRM based KPIs for client outreach, private appointments, prospects, productivity and outreach initiative performance.
• Develop CRM strategies that align with business objectives and contribute directly to sales growth.

KNOWLEDGE AND SKILLS

Luxury retail experience is preferred

Strong technical attitude and digital mindset

Languages: English, other language is mandatory

Client centric attitude, problem solving, flexibility, empathy, energy