In-Store CRM Manager, London

Prada Group; London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading luxury brand seeks a CRM Manager to enhance client relationships through strategic management of the client portfolio. This role involves data analysis, campaign management, and collaboration across departments to drive sales and loyalty. The ideal candidate will have luxury retail experience and a strong digital mindset, ensuring effective implementation of CRM strategies and training for sales staff.

Qualifications

• Experience in luxury retail preferred.
• Strong technical attitude and digital mindset.

Responsibilities

• Manage client portfolio strategically focusing on growth and segmentation.
• Design and execute advanced client segmentation strategies.
• Drive CRM campaigns tied to sales and revenue goals.

Skills

Problem Solving

Flexibility

Empathy

Energy

Education

Luxury Retail Experience

Tools

Excel

C-Sphere

Job description

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

1. Manage the client portfolio strategically, focusing on segmentation, forecasting, and growth of client relationships.
2. Design and execute advanced client segmentation strategies, ensuring targeted outreach for high-value clients, prioritising engagement strategies that drive long-term loyalty.
3. 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.
4. Drive innovation by benchmarking CRM strategies within the market, staying updated on trends, and introducing new client engagement techniques.
5. Ensure the development, implementation, and execution of store CRM campaigns, including local outreach activities, client target list extraction, and performance monitoring.
6. Tie CRM efforts directly to sales and revenue goals, ensuring measurable impacts on store and individual client advisor performance through effective CRM strategy management.
7. Manage client gifting and customer experiences budget to strategically enhance client relationships.
8. Collaborate across departments to align CRM outreach and engagement strategies with store events, product launches, and communications campaigns.
9. Conduct training sessions to ensure team members understand the importance of CRM and feel confident in using related tools and strategies.
10. Train and support sales staff in using digital tools (e.g., C-Sphere) to perform clienteling initiatives.
11. Provide individual feedback on specific CRM initiatives and share best practices with the store team.
12. Ensure adoption, consistent execution, and follow-up of the Group clienteling strategy, resources, and culture across all store team members.
13. Monitor and track CRM-based KPIs for client outreach, private appointments, prospects, productivity, and outreach initiative performance.
14. 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.