Crm jobs in United Kingdom

Company Profile:

Jimmy Choo encompasses a complete luxury accessories brand. Women’s shoes remain the core of the product offer, alongside handbags, small leather goods, scarves, sunglasses, eyewear, belts, fragrance and men’s shoes. CEO Hannah Colman and Creative Director Sandra Choi together share a vision to create one of the world’s most treasured luxury brands. Jimmy Choo has a global store network encompassing more than 200 stores and is present in the most prestigious department and specialty stores worldwide. Jimmy Choo is part of the Capri Holdings Limited luxury fashion group.

Flagship Store Manager – Jimmy Choo

Responsible for providing strategic leadership and management to the Flagship team. Working in close partnership with Head Office functions to implement business strategies as directed and embed these in the flagship store. The position will be expected to deliver growth, maximise sales and profitability and to provide the store team with a stimulating and supportive environment. The person will also set and drive standards of customer service and other areas across the store focussing on driving team performance and establishing Jimmy Choo NBS as a luxury lifestyle destination.

Main responsibilities include:

Team Management

• Engage and inspire the team by ensuring they are actively striving to achieve key performance indicators in order to increase Flagship performance and reach individual and store targets
• Updating team on business performance, new initiatives and other pertinent issues
• Ensuring that the team is providing exceptional standards of customer service and surpassing customer expectations at every opportunity by following our Selling Ceremony and by personally providing exceptional customer service to VIP clients and delivering personal sales
• Providing a consistent example of the glamorous, luxury lifestyle image of Jimmy Choo through customer relationship management, attitude, personal grooming, dress code and behaviour to the team and ensuring that they also reflect this

CRM

• Support the CRM Manager to ensure that all CRM strategies and ongoing programs including database management are effectively carried out and maintained and that CRM targets are reached
• Demonstrate understanding and awareness of luxury retail, fashion, customer demand and competitor activity within the region
• Supporting the team in building, developing and maintaining the client database ensuring repeat visits and customer loyalty
• Ensuring that customer complaints are promptly and successfully resolved
• Overseeing alongside the CRM Manager the clientelling capabilities for whole team(client books, thank you cards, customer experience

HR

• Ensure all human resources issues are dealt with in a timely and effective manner in line with guidance provided by EMEA HR

• Establish and monitor staff performance and development goals, assign accountabilities, set objectives, establish priorities, conduct annual performance appraisals, and administer performance management if required
• Managing and providing leadership to the team including interviewing potential candidates, conducting appraisals, performance reviews, providing and organising training and development, performance management, coaching etc.

Retail Operations

• Overseeing the Supervisor, Stock Control and ensure deliveries are processed swiftly and that the store’s entire product offer is made immediately available and easily accessible to customers on a consistent basis
• Ensuring the efficient running of the boutique following directives and procedures as set by Retail Excellence and the Company
• Managing stock takes as and when required
• Ensuring that effective stock controls are maintained to ensure continued stock supply and ensure stock record accuracy
• Manage all store operations in a systematic and efficient manner, as per established policies and procedures

Financial

• Working alongside Line Management to monitor P&Ls with a focus on increasing profitability and driving Flagship results
• Analysing sales figures to maximize profits and drive store results

Marketing

• Working collaboratively with the EMEA Marketing team to identify marketing opportunities and roll out marketing initiatives with a key focus on maximizing sales potential including attending marketing /social events as brand representative
• Organising marketing and promotional activities that reflect the luxury image of Jimmy Choo and drive store targets and KPI’s

Visual Merchandising

• Actively monitoring the team ensuring that merchandise presentation reflect VM standards and general tidiness and cleanliness of the boutique is maintained at all times

General

• Ensure that the Flagship is fully compliant with financial, HR, legal and retail operation rules and procedures with a view to ensuring operational excellence
• Manage maintenance issues and ensure they are resolved swiftly and in line with budget
• Demonstrating a strong commercial focus with an eye on improving the business, e.g. revising opening hours to ensure the store can compete effectively in the local market, etc.
• Managing all Health and Safety and Security issues in accordance with Jimmy Choo procedures, minimising loss and ensuring a safe environment

• Actively insuring the implementation and adherence of Jimmy Choo procedures, standards and policies as outlined in Retail Excellence and as communicated by the Company within the boutique
• Any other ad-hoc duties as might reasonably be required in the successful running of the boutique
• Maintaining awareness of market trends that might affect performance, understanding forthcoming customer initiatives, and monitoring local competitors activities
• Actively monitoring overall and individual store targets and developing strategies and initiatives to ensure that targets are met
• Partnering with EMEA Buying and Merchandising team, given qualitative feedback, demonstrating knowledge and awareness of individual market needs and assisting the B&M team to anticipate trends and needs, giving pro-active feedback
• Leading by example by developing individual relationships with clients and delivering personal sales targets
• Develop strategies and seek new ways to drive top line sales growth and improve overall profitability within the flagship and ensure that all targets and KPI’s are reached

Competencies and Experience Required:

• At least 5 years demonstrable experience gained as Store Manager with a recognised luxury brand preferred
• BA Degree (or equivalent) required
• Excellent communication skills both written and verbal
• Existing database of transferable VIP clients and well connected within the luxury industry and local market
• Fluent English and at least one other foreign language preferred (Mandarin, Arabic, French)
• Strong demonstrable skills of Microsoft Office, Excel, Word and Powerpoint and back of house administration
• Strategic thinker with a strong commercial acumen
• Knowledge and understanding of the luxury market, customer service and fashion

• Successfully able to handle multiple demands and competing priorities in a multinational business
• Seeks opportunities to be proactive and pre-empt boutique and team issues
• Demonstrates respect, leadership capabilities and regularly exceeds expectations
• Shows innovation and initiative
• SAP experience preferred

Personal Attributes:

• Enthusiastic, self-confident, well presented and self-motivated
• Understand and represent the luxury lifestyle image of Jimmy Choo
• Professionalism is maintained under all circumstances
• Prepared to go the extra mile to achieve targets

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