At a Glance
- Tasks: Lead clienteling strategy and enhance personalised client experiences across the UK market.
- Company: Puig, a family-owned company in the premium beauty industry with a creative culture.
- Benefits: Competitive salary, learning opportunities, and a welcoming work environment.
- Other info: Join a global team passionate about creativity and personal expression.
- Why this job: Shape client relationships and drive loyalty in a dynamic, innovative setting.
- Qualifications: Experience in clienteling or customer experience, ideally in luxury sectors.
The predicted salary is between 63000 - 77000 £ per year.
Who we are
Puig is a home of Love Brands within a family company that furthers wellness, confidence and self-expression while leaving a better world. For more than a century, our entrepreneurial spirit and passion for creativity have made us a challenger in the premium beauty industry. With 17 Love Brands across Fragrance and Fashion, Makeup and Skincare, we create stories that connect with people's emotions and are powered by a global team of over 13,000 passionate professionals. With products sold in more than 150 countries and 5,042 million in net revenue in 2025, and guided by strong values and sustainability commitments, Puig continues to grow as a Home of Creativity: an open-minded space where Creators Of All Kinds are empowered to thrive, innovate and express who they are.
The Opportunity...
We are looking for a strategic, commercially driven and highly client-centric Senior Clienteling Manager to lead the evolution of clienteling across the UK market, spanning the full product portfolio of Prestige, Niche and Skincare. This role will be instrumental in shaping and delivering the UK clienteling strategy, driving client acquisition, retention and loyalty, and elevating the quality and consistency of personalised client experiences across the market.
As a key advocate for a client-first culture, the Senior Clienteling Manager will partner closely with Retail, Operations, Global CRM, Marketing, Education and Global teams to build best-in-class clienteling practices. The role will translate client data and insights into meaningful actions, strengthen the capability of store teams, and ultimately drive client lifetime value, loyalty and commercial performance.
The successful candidate will combine strong strategic thinking with a highly hands-on approach, acting as the key bridge between strategy, technology, data and retail execution.
What you'll get to do...
- Lead our clienteling strategy
- Define and deliver the UK clienteling strategy and roadmap, aligned with brand ambitions, commercial priorities and global direction.
- Create initiatives that strengthen client acquisition, retention, reactivation and loyalty, with a focus on high-value and high-potential clients.
- Elevate the end-to-end client journey through relevant, personalised and consistent engagement.
- Set clear priorities, KPIs and ways of working that embed client development into retail performance.
- Represent UK market needs and insights in the development of global clienteling tools, processes and strategy.
- Turn insight into commercial impact
- Use client data and behavioural insight to shape targeted outreach, events and engagement plans that drive conversion and lifetime value.
- Own UK clienteling reporting, giving Retail and senior leaders clear visibility of performance, opportunities and required actions.
- Build a compelling view of clienteling's contribution to sales, retention, conversion and loyalty.
- Continuously improve initiatives, tools and ways of working through performance analysis and field feedback.
- Build capability across our retail teams
- Partner with Retail leaders and store teams to make clienteling priorities clear, practical and commercially relevant.
- Visit stores regularly to observe practices, deliver training and provide hands-on coaching.
- Create a strong feedback loop and community of clienteling excellence across field and central teams.
- Work with Education and cross-functional partners to identify capability gaps and deliver targeted development.
- Influence and collaborate
- Act as the key UK contact for clienteling, bringing together market needs, global strategy and local execution.
- Build strong partnerships across Retail, CRM, Marketing, Education, Operations, Insights and global teams.
- Represent the UK in global initiatives and ensure local expertise and commercial needs shape the wider agenda.
- Connect clienteling priorities with launches, events, CRM activity and key commercial moments.
We'd love to meet you if you have...
- Significant experience in clienteling, CRM, client development, loyalty or customer experience, ideally within luxury beauty, fashion, retail or hospitality.
- A strong commercial mindset, with experience translating client insight and performance data into practical action.
- Proven ability to develop strategy while remaining close to operational delivery and store teams.
- Confident stakeholder management and influencing skills, with experience working across local and global teams.
- Strong analytical, reporting and presentation skills, with the ability to communicate a clear commercial story.
- A collaborative, proactive and highly organised approach, with a genuine passion for personalised service and long-term client relationships.
We welcome Creators Of All Kinds. If you are unsure of meeting all the requirements but trust you have the transferable skills to excel in this role, complete the application and our teams will get in touch if you are selected for an interview.
WHAT YOU'LL LOVE ABOUT US
- An entrepreneurial, creative and welcoming work culture
- A range of learning and development opportunities
- An international company with plenty of opportunities to grow
- A competitive compensation & benefits package
Senior Clienteling Manager in London employer: PUIG
At Dr. Barbara Sturm, we pride ourselves on fostering an entrepreneurial and creative work culture that values innovation and collaboration. As a CRM Manager, you will not only lead impactful omnichannel strategies but also benefit from a range of learning and development opportunities within our international team. With a competitive compensation package and a commitment to employee growth, we are dedicated to creating a rewarding environment for those passionate about skincare and wellness.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Clienteling Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at PUIG. 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 PUIG 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 Senior Clienteling 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 PUIG:Your cover letter is your chance to shine! Tell us why you want to work at PUIG 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 PUIG!
How to prepare for a job interview at PUIG
✨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.
