In store CRM Manager - Global Luxury Brand - London

Mode Search is exclusively partnered with a Global Luxury Brand in their search for a CRM Manager, to be based in London in one of their flagship London stores. This brand’s innovative craftsmanship is ingrained in their collections ranging from men and women’s contemporary ready to wear, accessories and exquisite leather goods.

This position will play a key role in strengthening the brand’s clienteling strategy, developing the client portfolio and driving commercial performance through targeted CRM activity, personalised outreach and client engagement initiatives. This role is part of the store team and some weekend working is required.

Responsibilities include:

• Overseeing all clienteling activities among store staff and crafting tailored development plans for each Client Advisor.
• Conducting regular analysis of customer data and KPIs on a weekly and monthly basis to track store CRM performance.
• Assisting the Store Manager in formulating the CRM action plan, taking into account business requirements and upcoming events.
• Evaluating Client Advisor’s performance based on Clienteling and Retail KPIs, delivering personalized development strategies to the Store Manager.
• Creating and executing action plans centered around data collection, local client retention, and bolstering brand loyalty.
• Contributing insights from a CRM and Clienteling standpoint to the development and execution of in-store initiatives.
• Ensuring comprehensive training for store staff on all Clienteling tools.
• Supervising and coordinating local training materials and sessions on various CRM topics, including clienteling strategies and best practices.
• Assisting Sales Staff in effectively managing VIC Clients to expand their number and potential.
• Collaborating with the PR Department to oversee engagements with celebrities and influencers.
• Working alongside the Local Retail team to enhance overall store performance.
• Maintaining a strong understanding of market trends and consumer preferences to elevate the fashion sensibility of store staff.

Knowledge and skills:

• Demonstrated history of achieving sales targets and driving notable growth through individual clienteling endeavours.
• Proficiency in influencing store team practices related to clienteling through training, competitive analysis, client discovery, and private consultations.
• Proficient in Excel for data analysis and deriving insights and recommendations from reports.
• Thorough understanding of the market and consumer preferences.

Please note that due to a high number of applications we are unfortunately not able to provide individual feedback to every candidate at this stage of the process.

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