At a Glance
- Tasks: Lead CRM and performance strategies in a luxury retail environment, driving sales and customer loyalty.
- Company: Join a prestigious global luxury brand with a focus on innovation and customer engagement.
- Benefits: Competitive salary up to £65,000 plus benefits, with opportunities for professional growth.
- Other info: Work closely with senior leadership and make a real impact on customer experience.
- Why this job: Be at the forefront of retail analytics and customer strategy while coaching a dynamic team.
- Qualifications: Experience in luxury retail, CRM, and strong analytical skills are essential.
The predicted salary is between 31500 - 38500 £ per year.
Retail CRM & Performance Manager - Luxury Retail
We are partnering with a leading global luxury brand to appoint a Retail CRM & Performance Manager for a high-profile London flagship.
This is a fully in-store role and a key position within the store's Senior Leadership Team, reporting directly to the Store Director and working closely with the wider regional CRM function.
The role sits at the heart of the retail operation, combining customer analytics, CRM, commercial performance and team coaching.
You will work alongside senior store leadership every day, using data and customer insight to identify opportunities, improve performance and influence how the team engages with its client base.
This is not a head-office CRM or purely analytical position.
You will be embedded within the store, working directly with the retail team and leadership group to turn customer and performance data into commercial action.
The role will focus on analysis, reporting and commercial performance as well as focusing on coaching, influencing and supporting the retail team.
The Role
As Retail CRM & Performance Manager, you will be the key in-store point of expertise for CRM, customer analytics and clienteling performance.
Working as part of the Senior Leadership Team, you will partner closely with the Store Director and store management to understand performance, identify opportunities and ensure customer data is being effectively translated into action.
- Take ownership of CRM and customer performance activity within the store.
- Analyse CRM, customer and sales data to identify trends, opportunities and areas for commercial growth.
- Monitor individual and team performance against key CRM, sales and customer KPIs.
- Provide the Senior Leadership Team with clear, commercially relevant analysis and recommendations.
- Translate data and customer insight into practical action plans for the store.
- Identify opportunities within the existing customer database and support the retail team in maximising those opportunities.
- Work directly with Sales Advisors and store managers to improve the quality and effectiveness of clienteling activity.
- Coach and develop the team around CRM best practice, customer segmentation, data interpretation and client development.
- Identify performance gaps and work with managers and Sales Advisors to implement appropriate improvement plans.
- Produce regular CRM, customer and commercial performance reporting for the Store Director and wider leadership team.
- Work closely with the regional CRM function while retaining responsibility for driving CRM performance within the store.
- Act as a key voice within the Senior Leadership Team on customer behaviour, CRM performance and client development opportunities.
- Champion a culture of data-led decision making and customer-focused commercial performance across the store.
About You
We are looking for an analytical and commercially minded individual who understands how customer data, CRM activity and retail performance come together to drive sales and customer loyalty.
Your background could be in CRM, clienteling, customer insight, retail analytics, commercial performance or luxury retail management.
You may currently work in a dedicated CRM or customer analytics position, or you may have developed significant CRM and analytical expertise through a senior retail role.
You will ideally bring
- Experience within luxury, premium or high-end retail.
- A strong understanding of CRM, clienteling and customer development in a retail environment.
- Strong analytical and numerical capability, with the ability to identify commercial opportunities within data.
- Experience working with CRM systems, customer databases and performance reporting.
- Strong Excel and data analysis skills.
- Experience analysing sales, customer, CRM or retail performance KPIs.
- The ability to turn analysis into clear, practical commercial actions.
- Experience coaching, influencing or developing retail teams.
- The confidence to work closely with Store Directors, senior managers and other key stakeholders.
- Strong communication and presentation skills.
- A commercially focused approach and genuine interest in customer behaviour.
- Excellent organisation, attention to detail and the ability to work effectively in a fast-paced luxury retail environment.
The role offers genuine exposure to
- Senior retail leadership
- CRM and customer strategy
- Retail analytics and performance
- Clienteling
- Customer segmentation
- Commercial decision making
- Team coaching and development
For an ambitious CRM, clienteling, customer insight, retail analytics or luxury retail professional, this is an opportunity to take a significant step forward while remaining closely connected to the customer and the day-to-day retail operation.
If you are an analytical, commercially minded retail professional who enjoys combining data, customer insight and people leadership, and you are looking for an influential in-store position within a luxury retail leadership team, we would be interested in speaking with you.
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Retail CRM & Performance Manager in City of Westminster employer: Zachary Daniels Recruitment
Join a globally recognised business in Manchester as a Strategic Product Director, where you will be part of a dynamic and innovative work culture that prioritises collaboration and excellence. With competitive salaries and comprehensive benefits, the company is committed to employee growth and development, offering unique opportunities to lead high-performing teams and shape impactful product strategies. This role not only promises a rewarding career but also the chance to make a significant difference in a market-leading organisation.
Contact Details:
Zachary Daniels Recruitment Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Retail CRM & Performance Manager in City of Westminster
✨Get Your Retail Game On
Start by getting to know the local retail scene. Make a list of stores that align with your vibe and visit them. You'll be surprised at how many job openings come from chatting with staff or managers in-store. Plus, showing that you have a genuine interest in their brand can make you stand out when applying for that full-time role!
✨Join Retail Networks and Forums
Tap into retail-specific communities and forums, whether online or in-person. Platforms like Retail Week or local retail meetups can provide invaluable insights and connections. You never know who might drop a tip about an upcoming job at companies like Zachary Daniels Recruitment, so don’t miss out on building those relationships!
✨Be Ready for Busy Season Opportunities
Keep your eyes peeled for seasonal hiring windows, especially in the run-up to major shopping periods. Retailers often look for full-time staff to carry through busy times and may even keep you on after the season. Stay proactive by regularly checking in with your favourite retailers about their hiring plans.
✨Show Off Your Customer Service Skills
Retail’s all about customer interactions, so make sure you showcase any relevant experience in your conversations and interviews. Share specific examples of your customer service skills and how they’ve led to positive outcomes. This is your moment to shine when applying to roles at places like Zachary Daniels Recruitment!
We think you need these skills to ace Retail CRM & Performance Manager in City of Westminster
Some tips for your application 🫡
Show Off Your Customer Service Skills:In retail, customer service is key! Make sure your CV highlights any experience where you've dealt with customers, whether it’s resolving issues or enhancing the shopping experience. Use concrete examples to demonstrate your problem-solving skills and ability to handle difficult situations with ease.
Tailor Your CV for Retail:When applying for a full-time role like this one at Zachary Daniels Recruitment, customise your CV to reflect retail-specific buzzwords. Include any relevant skills such as inventory management or visual merchandising, and if you have experience with POS systems, shout about it! This will show you’re serious about joining the retail team.
Craft a Genuine Cover Letter:Don’t just repeat your CV in your cover letter! Use it as a chance to explain why you're excited about the opportunity at Zachary Daniels Recruitment and how your values align with their brand. Mention specific aspects of the company that resonate with you and let your enthusiasm shine through!
Highlight Your Adaptability:In retail, things can get busy and unpredictable, so demonstrate how adaptable and flexible you are. Share examples of times you've had to adjust your approach on the fly or take on new responsibilities. This will show Zachary Daniels Recruitment that you’re ready to jump in and contribute right away!
How to prepare for a job interview at Zachary Daniels Recruitment
✨Show Off Your Customer Service Skills
Retail is all about providing an exceptional customer experience, so be ready to discuss your past customer service stories. We should have examples on hand of how we've handled difficult situations or gone above and beyond to meet a customer's needs. These anecdotes will bring your application to life!
✨Familiarity with Point of Sale Systems
Many retail roles require us to work with Point of Sale (POS) systems, so it's a good idea to brush up on any relevant software you’ve used before. If you’re familiar with systems like Shopify or Square, don’t forget to mention this during the interview. Highlighting technical proficiency can set us apart from other candidates!
✨Understand Product Knowledge
Be prepared to discuss the products that the store sells and how we can contribute to their sales. Showing enthusiasm for the products and a willingness to learn can impress interviewers. We should research popular items or trends in the industry before the interview, so we can speak confidently about them.
✨Be Ready for Role-Playing Scenarios
Many retail interviews include role-playing scenarios where we might have to deal with a difficult customer or upsell a product. Practising these scenarios with a friend or family member can help us feel more comfortable. The key here is to showcase our problem-solving skills and ability to remain calm under pressure!
