Luxury In-Store CRM & Client Development Lead

MŌDUM; Greater London; On-site; GBP 65,000 - 75,000; Full time

Job summary

MŌDUM is seeking an In-Store CRM Manager to enhance client development, strengthen customer engagement, and boost performance across its London retail network.

You will analyse customer data, provide actionable insights to the sales team, and support CRM initiatives from planning through execution within a luxury retail context.

Ideal candidates will have strong data skills, training capabilities, and a customer-centric approach to deliver a superior luxury experience.

Qualifications

• Proven experience in CRM, client development, customer relationship management, or a related retail function within a luxury or premium environment.
• Strong understanding of CRM KPIs and performance analysis to drive client development strategies.
• Excellent communication and interpersonal skills with ability to engage retail teams effectively.

Responsibilities

• Ensure the accuracy and quality of customer data entered by the store team.
• Manage customer lists and generate CRM reports to support client development activities.
• Analyse customer data and identify opportunities to strengthen client relationships and engagement.
• Support the development and implementation of local CRM strategies and marketing activities.
• Assist Store Management in creating in-store CRM action plans aligned with the event calendar and wider business environment.
• Support customer satisfaction initiatives, including the VOCE Project, with a focus on collecting feedback and ensuring appropriate customer follow-up.
• Launch and monitor new CRM systems, tools, and functionalities within the store.
• Communicate CRM updates and initiatives to relevant local Retail stakeholders.
• Conduct regular CRM training and coaching sessions with the sales team.

Skills

CRM

Client development

Data analysis

Excel

Training & coaching

Communication skills

Stakeholder management

Team collaboration

Independent work

Tools

CRM platforms

Job description

MŌDUM is seeking an In-Store CRM Manager to enhance client development, strengthen customer engagement, and boost performance across its London retail network.

You will analyse customer data, provide actionable insights to the sales team, and support CRM initiatives from planning through execution within a luxury retail context.

Ideal candidates will have strong data skills, training capabilities, and a customer-centric approach to deliver a superior luxury experience.