CRM Manager

About the Role

A leading international luxury fashion brand is seeking an In-Store CRM Manager to support client development and strengthen customer engagement within its London retail network.

Working closely with the Store Director, CRM and Client Development teams, you will analyse customer data, provide actionable insights to the sales team, and support the implementation of CRM strategies and initiatives that drive client engagement, loyalty, and commercial performance.

This is an exciting opportunity for a customer-focused CRM professional with a strong understanding of luxury retail who enjoys working with data, coaching teams, and translating insights into actionable strategies.

Key Responsibilities

CRM & Client Development

• Ensure the accuracy and quality of customer data entered by the store team.
• Manage customer lists and generate CRM reports to support client development activities.
• Analyse customer data and identify opportunities to strengthen client relationships and engagement.
• Support the development and implementation of local CRM strategies and marketing activities.
• Assist Store Management in creating in-store CRM action plans aligned with the event calendar and wider business environment.
• Support customer satisfaction initiatives, including the VOCE Project, with a focus on collecting feedback and ensuring appropriate customer follow-up.

Performance Analysis

• Review and analyse Sales Advisor performance across CRM KPIs, MBOs, iPhone interactions, and CRM activity results.
• Provide Store Management with individual Sales Advisor performance overviews and recommendations.
• Identify opportunities and areas for improvement through CRM and customer data analysis.
• Generate and support the interpretation of relevant reports for the store team.

CRM Systems & Projects

• Launch and monitor new CRM systems, tools, and functionalities within the store.
• Support system and function enhancements and ensure effective adoption by the retail team.
• Communicate CRM updates and initiatives to relevant local Retail stakeholders.
• Support the implementation of specific CRM and client development projects at store level.

Training & Team Support

• Conduct regular CRM training and coaching sessions with the sales team.
• Provide guidance to Sales Advisors on CRM best practices and client development.
• Support Store Management in embedding a customer-centric approach across the store.
• Encourage consistent and effective use of CRM tools and customer data.

Candidate Profile

• Proven experience in CRM, client development, customer relationship management, or a related retail function within a luxury or premium environment.
• Strong understanding of CRM KPIs, performance analysis, and client development strategies.
• Solid knowledge and passion for luxury goods and products.
• Strong analytical skills with excellent proficiency in Microsoft Office, particularly Excel.
• Comfortable working with CRM systems, digital tools, and customer databases.
• Customer-centric and strongly service-oriented approach.
• Demonstrated training and coaching capabilities.
• Excellent communication and interpersonal skills with the ability to engage retail teams effectively.
• Results-oriented, organised, and able to work independently towards objectives.
• Strong stakeholder management and team collaboration skills.

Why Join?

This is an opportunity to join a globally recognised luxury fashion house and play a key role in developing client relationships within its London retail network. You'll work closely with Store and CRM leadership to turn customer data and insights into meaningful client development strategies while supporting the sales team in delivering an exceptional luxury experience.

Due to the high volume of applications, only shortlisted candidates will be contacted.