PRADA In-Store CRM Manager, Selfridges

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

Job summary

PRADA in-store CRM Manager role consolidates customer data and provides store teams with insights to build the clientele and support managers in CRM projects at the store level.

The role emphasises data accuracy, KPI review, and the launch and monitoring of CRM initiatives within the store, with collaboration across the local Retail team and ongoing CRM training.

Qualifications

• Experience in CRM with KPI focus.
• Strong knowledge of luxury goods and products.
• Proficient in Excel and MS Office Suite.
• Ability to work effectively in a team.
• Results-oriented with independent objective setting.
• Demonstrated training and coaching skills.
• Excellent communication and interpersonal skills.
• Fluency in English.

Responsibilities

• Ensure customer data accuracy inputted by store team and validated in the system.
• Review SA performance and KPIs; provide SM with overviews and strategy.
• Launch and monitor new CRM system/function in store.
• Communicate with local Retail team.
• Generate and assist interpretation of reports in store.
• Manage customer lists and support local marketing activities.
• Assist SM to set up in-store CRM action plans with event calendars.
• Conduct regular CRM training with sales team.
• Support SM with VOCE Project surveys and follow-up actions.
• Maintain a strong client development focus and in-store service orientation.

Skills

CRM knowledge

KPI analysis

Excel

Teamwork

Communication skills

Customer-centric mindset

Fluency in English

Tools

CRM software

Microsoft Office (Excel)

Job description

Founded in 1913 in Italy, the Prada Group was built on a tradition of excellence and with a vision of innovation. The Group, a world leader in the luxury sector, operates in more than 45 countries with the PRADA, Miu Miu, Versace, Church’s, Car Shoe and Luna Rossa brands, and has employees of over 100 nationalities.

JOB PURPOSE

In Store CRM Manager consolidates the data regarding customers, and providing the store team with the information required to consolidate the clientele and supporting managers in the implementation of specific CRM projects at the store level.

RESPONSIBILITIES

• Ensure customer data accuracy inputted by store team as well as validating data accuracy in system
• Review and analyze SA performance including all elements of KPIs and MBOs (e.g CRM KPI, iPhone Interaction result, CRM activity results) provide SM with individual SA overview and strategy
• Launch and monitor new CRM system/function in store
• Communicate with local Retail team
• Generate and assist the interpretation of report in store
• Manage customer list and ensure strategized local marketing activities
• Assist SM to setup in store CRM action plan by considering the event calendar and business environment
• Conduct regular CRM training with sales team
• Support SM in all the activities related to VOCE Project (customer satisfaction surveys) with a focus on store feedback collection & customer Follow Up Action
• Requisites to cover the role/ task
• Strong company commitment with a proven track record of strong client development
• In store-service oriented
• Customer-centric approach
• Proficient in the main IT/digital tools
• Familiar with Excel function and analytical
• Engaging with strong interpersonal and communication skills
• This activities are intended to be illustrative and not exhaustive.

KNOWLEDGE AND SKILLS

Proven experience in CRM, including a strong understanding of key performance indicators (KPIs)

Solid knowledge of luxury goods and products

Proficient in Microsoft Office Suite, particularly Excel

Ability to work effectively within a team

Results-oriented with the ability to work independently towards objectives

Demonstrated training and coaching skills

Excellent communication and interpersonal skills.

Fluency in English

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.