At a Glance
- Tasks: Support client development and enhance customer engagement in a luxury retail environment.
- Company: Join a globally recognised luxury fashion brand with a focus on client relationships.
- Benefits: Competitive salary, training opportunities, and a chance to work in a dynamic luxury setting.
- Other info: Exciting opportunity for career growth in a prestigious brand.
- Why this job: Make a real impact by turning data into strategies that elevate the luxury shopping experience.
- Qualifications: Experience in CRM and a passion for luxury retail are essential.
The predicted salary is between 37800 - 46200 £ per year.
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, i Phone 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.
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CRM Manager in London employer: MŌDUM
MŌDUM is an exceptional employer that prioritises a culture of excellence and innovation, making it an ideal place for passionate leaders in the luxury retail sector. With a focus on employee growth and development, you will have access to tailored training programmes and mentorship opportunities, all while working in the vibrant city of London. Join us to not only drive commercial success but also to create memorable client experiences in a supportive and dynamic environment.
StudySmarter Expert Advice🤫
We think this is how you could land CRM Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at MŌDUM. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like MŌDUM before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace CRM Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to MŌDUM:Your cover letter is your chance to shine! Tell us why you want to work at MŌDUM specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at MŌDUM!
How to prepare for a job interview at MŌDUM
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
