MIU MIU In-Store CRM Manager, Bond St

PRADA; City Of London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A luxury fashion retailer in London seeks a CRM Manager to oversee client relations and drive sales through strategic CRM initiatives. This shopfloor-based role involves managing client segmentation, conducting data analysis, and training sales staff on client engagement techniques. The ideal candidate has luxury retail experience and a strong digital mindset, capable of enhancing client relationships through effective strategies.

Qualifications

• Preferred luxury retail experience.
• Strong digital mindset required.
• Other language proficiency is mandatory.

Responsibilities

• Manage the client portfolio strategically and drive business through CRM activities.
• Conduct training sessions on CRM tools for staff.
• Analyze client data to extract insights and forecast engagement opportunities.

Skills

Luxury retail experience

English proficiency

Strong technical attitude

Client centric attitude

Problem solving

Flexibility

Empathy

Tools

Excel

C-Sphere (CRM platform)

Job description

JOB PURPOSE

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.

This is a shopfloor-based role that requires a flexible approach to working hours, including availability for shifts that may vary across weekdays and weekends.

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.

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.

Prada Group promotes an inclusive work environment, ensuring equal opportunities for all candidates, regardless of gender, ethnicity, sexual orientation, disability, or other personal characteristics. We believe that diversity is a value and we are committed to build a fair and respectful workplace for all.