Job Description

In-Store CRM Manager
PCD330229
Full-time

JOB PURPOSE
The In-Store CRM will be responsible for managing the organisation portfolio as a strategic business asset. The role focuses on strengthening and developing CRM and clienteling initiatives in store and supporting the sales staff with a strong focus on driving business through CRM campaigns, client outreach initiatives (client interactions) and private appointments. The CRM Manager must be comfortable with data analysis, spreadsheet application, and campaign management to make data-driven decisions and manage the organisation portfolio strategically.
This is a shopfloor-based role that requires a flexible approach to working hours, including availability for shifts that may vary across weekdays and weekends.

RESPONSIBILITIES

• Manage the organisation portfolio strategically, focusing on segmentation, forecasting, and growth of client relationships.
• Design and execute advanced client segmentation strategies, ensuring targeted outreach for high-value clients, prioritising engagement strategies that drive long-term loyalty.
• Analyse client data and manage the organisation portfolio using tools like spreadsheet application and the business CRM platform (C-Sphere) to extract insights, build reports to assess key KPIs, forecast client engagement opportunities, and drive targeted campaigns.
• Drive innovation by benchmarking CRM strategies within the market, staying updated on trends, and introducing new client engagement techniques.
• Ensure the development, implementation and execution of store CRM campaigns, including the local outreach activities, client target list extraction, and performance monitoring.
• Tie CRM efforts directly to sales and revenue goals, ensuring measurable impacts on store and individual client advisor performance through effective CRM strategy management.
• Manage client gifting and customer experiences budget to strategically enhance client relationships.
• Collaborate across departments to align CRM outreach and engagement strategies with store events, product launches and communications campaigns.
• Conduct training sessions to ensure team members understand the importance of CRM and feel confident in using related tools and strategies.
• Train and support sales staff in using digital tools (e.g. C-Sphere) to perform clienteling initiatives.
• Provide individual feedback on specific CRM initiatives and share best practices with the store team.
• Ensure adoption, consistent execution and follow-up of the Group clienteling strategy, resources and culture across all store team members.
• Monitor and track CRM based KPIs for client outreach, private appointments, prospects, productivity and outreach initiative performance.
• Develop CRM strategies that align with business objectives with key business objectives and contribute directly to sales growth.
KNOWLEDGE AND SKILLS
Luxury retail experience is preferred.
Strong technical attitude and digital mindset.
Languages: English, other language is mandatory.
Client centric attitude, problem-solving, flexibility, empathy, energy.
Joining our Company means working in a creative and international environment, with teams of people motivated by curiosity and the quest for excellence. The engine of our success is the importance and value that we place on the talent and passion of our people leading to their own professional growth.
The organisation promotes an inclusive work environment, ensuring equal opportunities for all candidates, regardless of gender, ethnicity, sexual orientation, disability, or other personal characteristics. We believe that diversity is a value and we are committed to build a fair and respectful workplace for all.