In-Store CRM Manager, London

PradaGroup; London; On-site; GBP 100,000 - 125,000; Full time

Job summary

An established industry player seeks a dynamic In-Store CRM Manager to enhance client relationships and drive business growth. This role involves managing a strategic client portfolio, implementing innovative CRM initiatives, and collaborating across departments to align outreach strategies with store events. The ideal candidate will possess a strong technical mindset, be data-driven, and have a passion for luxury retail. Join a creative and international environment where your expertise will contribute to the company's success and your professional growth.

Qualifications

• Experience in luxury retail and strong technical skills are essential.
• Must be fluent in English and another language.

Responsibilities

• Manage client portfolio focusing on segmentation and growth.
• Design and execute advanced client segmentation strategies.
• Analyze client data and manage CRM campaigns effectively.

Skills

Data Analysis

Client Relationship Management

Problem Solving

Flexibility

Empathy

Energy

Education

Luxury Retail Experience

Fluency in English and another language

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

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 the 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 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.