PRADA In-Store CRM Manager, Selfridges

BoF Careers; Greater London; On-site; GBP 45,000 - 75,000; Full time

Job summary

Prada Group in London invites an In Store CRM Manager to consolidate customer data, support store teams with CRM projects, and drive loyalty across the network. Experience with data analysis and reporting will help tailor actions to market trends.

You will ensure data accuracy, monitor CRM KPIs, train staff, and collaborate with local teams to deliver targeted campaigns and gather store feedback to improve customer satisfaction. Fluency in English and retail-hour flexibility are required.

Qualifications

• Proven CRM experience with KPI understanding.
• Solid knowledge of luxury goods and products.
• Proficient with Microsoft Excel and MS Office.
• Excellent communication and interpersonal skills.
• Fluency in English.
• Flexible to retail hours and collaborative mindset.

Responsibilities

• Ensure customer data accuracy inputted by store team and validate data in the system.
• Review and analyze performance including CRM KPIs and related results; provide store overview and strategy.
• Launch and monitor new CRM system/functions in store.
• Communicate with local Retail team and assist in CRM actions.
• System/function enhancement and report generation for store use.
• Manage customer lists and support local marketing activities.
• Assist in setting up in-store CRM action plans around events and business needs.
• Conduct regular CRM training with sales teams.
• Support VOCE project activities with store feedback collection and follow-up actions.

Skills

CRM

KPI understanding

Data analysis

Teamwork

Communication skills

Interpersonal skills

Fluency in English

Training and coaching

Customer-centric

In-store service orientation

Tools

Excel

Microsoft Office

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.

Responsabilities

• 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
• System/function enhancement
• Customer list / reports
• 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

Working Hours: This role requires flexibility to work retail hours, including weekdays, evenings and weekends, in line with business needs.

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.