In-Store CRM Manager, London

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

Job summary

A leading luxury retail company seeks an In-Store CRM Manager in London to oversee client portfolio management. The role emphasizes strategic client engagement and innovative CRM initiatives while working closely with sales teams to enhance customer experiences. Candidates should bring luxury retail expertise and strong analytical skills to drive business growth.

Qualifications

• Luxury retail experience preferred.
• Strong technical attitude and digital mindset.
• Fluent in English, other language mandatory.

Responsibilities

• Manage client portfolio strategically, focusing on segmentation and growth.
• Design and execute client segmentation strategies.
• Analyze client data to extract insights and drive campaigns.

Skills

Data analysis

Client centric attitude

Problem solving

Flexibility

Empathy

Energy

Tools

Excel

C-Sphere

Job description

Join to apply for the In-Store CRM Manager, London role at Prada Group

Join to apply for the In-Store CRM Manager, London role at Prada Group

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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 with key 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

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Retail Luxury Goods and Jewelry

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