MIU MIU In-Store CRM Manager, Harrods in London

Founded in 1913 in Italy, the Prada Group is a world leader in the luxury sector with brands such as PRADA, Miu Miu, Versace, Church's, Car Shoe and Luna Rossa. It operates in more than 45 countries and employs people from over 100 nationalities.

Job Purpose

The In-Store CRM Manager will be responsible for managing the client portfolio as a strategic business asset in Harrods. 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, and private appointments. The manager must be comfortable with data analysis, Excel, and campaign management to make data-driven decisions and manage the client portfolio strategically.

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 and contribute directly to sales growth.

Knowledge and Skills

• Luxury retail management experience is preferred.
• Strong technical attitude and digital mindset.
• Languages: English, another language is mandatory.
• Client‑centric attitude, problem solving, flexibility, empathy, energy.

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 diversity is a value and are committed to building a fair and respectful workplace for all.