CRM Manager - Premium Fashion Brand

Mode Search are partnering with a globally recognised luxury fashion house in their search for a CRM & Clienteling Specialist / Manager to join their London team on a 12-month maternity cover contract. Sitting within the Retail function, this is a hands-on CRM and clienteling position responsible for implementing the UK strategy across a diverse portfolio of luxury fashion stores. The successful candidate will work closely with Retail and Store Managers to understand their client base, analyse performance and translate CRM insights into practical actions that drive client retention, conversion, engagement and development.

This is not a purely digital CRM or marketing position. The business is looking for someone who genuinely understands luxury fashion retail, the client journey and how successful clienteling is delivered on the shop floor.

The Role:

• Implement the UK CRM and clienteling strategy, translating global direction into relevant plans for individual stores
• Partner closely with Retail and Store Managers to identify opportunities within their client base and establish actions to improve retention, conversion, engagement and client development
• Analyse CRM reports, customer behaviour and store performance to identify commercial opportunities
• Monitor CRM and clienteling KPIs across the retail network and develop action plans to improve performance
• Analyse client spending behaviour, preferences and segmentation to support targeted client development
• Adapt CRM and clienteling initiatives according to individual store profiles, luxury customer demographics and commercial priorities
• Work directly with retail teams to ensure CRM strategy translates into practical activity on the shop floor
• Train and support Store and Retail Managers, making CRM processes and clienteling tools practical and easy to implement
• Implement local client campaigns in line with the global CRM strategy, monitoring performance and results
• Manage client gifting initiatives, including strategy, sourcing, store communication, execution and post-campaign reporting
• Support luxury client events and in-store activations, including client targeting, invitations, gifting, suppliers and follow-up
• Use CRM data to recommend events and activations that support specific client and commercial objectives
• Work closely with the Global CRM team and Milan HQ, sharing priorities, insights and best practice
• Build strong relationships across Retail, Commercial and Brand teams while operating independently as a key UK CRM contact

Requirements

• Previous CRM and clienteling experience within aluxury fashion brand or high-touch luxury retail environment
• Strong understanding of luxury fashion clients, client development and the in-store customer journey
• Candidates currently working in a senior store-based position will also be considered where they have significant responsibility for CRM and clienteling
• Strong analytical skills with the ability to interpret CRM data, client behaviour and KPIs and turn these into commercial actions
• Experience working directly with Store Managers, Retail Managers and sales teams
• Strong understanding of client retention, conversion, engagement and development
• Confidence training, presenting to and influencing retail teams
• Experience supporting luxury client events, gifting and in-store activations
• Strong Excel skills and excellent attention to detail
• Excellent stakeholder management skills with the maturity and credibility to work across both retail and head-office teams
• Proactive, hands-on and comfortable operating independently
• Fluent English; additional languages would be advantageous

The ideal candidate will combine strong analytical CRM capability with genuine luxury fashion retail experience, understanding both the data behind clienteling and how to translate that data into meaningful actions that drive performance within stores.

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