At a Glance
- Tasks: Lead customer engagement strategies and enhance client relationships in-store.
- Company: Dynamic retail brand focused on exceptional customer service.
- Benefits: Competitive salary, career development opportunities, and a collaborative work environment.
- Other info: Join a supportive team and grow your career in a fast-paced retail environment.
- Why this job: Make a real impact on customer satisfaction and sales growth while developing your leadership skills.
- Qualifications: Experience in customer service and strong communication skills required.
The predicted salary is between 40000 - 50000 £ per year.
As Customer & Clientelling Support Manager, you will support the implementation and delivery of Clientelling and Customer Connect within our stores, supporting the leadership team in the delivery of sales growth and customer satisfaction through Clientelling services. The role collaborates with key stakeholders both locally and at Head Office for VIP, customer connect and Personal Shopping, connecting strategy and data insight into pragmatic plans. The role will inspire and translate insight into action locally, validating and qualifying data for the store and ensuring it is used for local action plans.
As Customer & Clientelling Support Manager you will:
- Translate customer data and insight into action locally, working with the Customer Insight team & engaging with the store leadership.
- Bring customer data & reporting to life for store management and team members, working with the store management team to translate into meaningful practical actions.
- Highlight and provide insight on poor Clientelling performance, collaborating with both the Clienteling & Service Consultant and Department Managers to drive improvements.
- Be aware of the top customers being served through My Yellow Book and ensure there is a plan for them. Provide insight and knowledge about key customers upwards to store leadership and support team members and DM’s with putting together a plan for them.
- Work in conjunction with the Personal Shopping Manager to share local knowledge and plans for VIPs, connecting store leadership with VIPs, providing store insight on VIP and refreshing local action plans accordingly.
- Understand the customer base and how this is distributed and managed around the store and advise the store leadership team on how and where Clientelling can be grown.
- Understand the connection locally between VIP, Members Club, Personal Shopping and Clientelling and supports and advises store leadership and team members on their plan for clients.
A bit about you
How you’ll do it…you will be:
- Knowledgeable on how to deliver exceptional service and cultivate client relationships, leading and coaching others to do the same.
- Commercially astute – you are responsive to customer needs as well as market and competitor trends. You take opportunities to improve performance by creating and owning a clear plan to deliver results.
- A great communicator – you are friendly and confident in your manner and you excel in the relationships you build with customers, team members, stakeholders and concession partners.
- A natural leader – you coach to drive performance and enable change as well as supporting development.
- A team player – you bring ideas and share best practice with senior managers while supporting others as appropriate.
- Collaborative – you work flexibly as part of the management team and support with projects and in cross functional meetings as appropriate.
Which KPI's will I be working towards... (Not exhaustive) Supporting the 121 Customer strategy through focus on the following KPI’s: Frequency of customer visits, VIP enrolment and performance, Top Active customers targets achieved, Increase of contactable opt in rate of customers, Active contactable customers, NPS, MYB appointments/frequency and ATV deliverables. Top 100 customers known and shared.
Who will I be collaborating with? Clienteling & Service Consultant, Customer insights team, PS Manager, Store leadership teams both London and regions, Customer engagement team.
This guide represents a summary of the role, however all team members are expected to be flexible in the work they undertake, which may change from time to time, according to the needs of the business.
Customer & Clientelling support Manager employer: Selfridges
As a Customer & Clientelling Support Manager, you will thrive in a dynamic and supportive work environment that prioritises employee growth and development. Our company fosters a collaborative culture where your insights directly influence customer engagement strategies, ensuring you play a pivotal role in driving sales growth and enhancing customer satisfaction. With access to comprehensive training and a focus on nurturing talent, this position offers a unique opportunity to make a meaningful impact while working alongside passionate professionals in a vibrant location.
StudySmarter Expert Advice🤫
We think this is how you could land Customer & Clientelling support Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Selfridges. 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 Selfridges 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 Customer & Clientelling support Manager
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 Selfridges:Your cover letter is your chance to shine! Tell us why you want to work at Selfridges 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 Selfridges!
How to prepare for a job interview at Selfridges
✨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.
