Full Time CRM Manager - Harrods - London

Country :
United Kingdom
Region :
County :
Central/West End
Town :
Category :
Contract type :
Availability :
Full time
Years experience :
2 to 5 years

Company description

Company Profile:

Jimmy Choo is a 21st century luxury accessories brand, with shoes at its heart, offering an empowered sense of glamour and a playfully daring spirit. Retail development has been integral to the company’s strategy and we now have stores in the premiere global luxury shopping destinations including Sloane Street and Bond Street in London, Avenue Montaigne in Paris, Via Condotti in Rome, Madison Avenue in New York, Rodeo Drive in Beverly Hills, and Ginza in Tokyo.

Pierre Denis was appointed Chief Executive Officer in July 2012 and the creative direction is overseen by Sandra Choi. Together, they share a vision to create one of the world’s most treasured luxury brands.

Job description

CRM Manager– Jimmy Choo
The Client Relations Manager will be responsible for all aspects relating to clientelling within the concession including but not limited to VIP Client relationships, team CRM, etc. The CRM Manager will also be required to submit a report of activities and sales generation to the concession Store Manager on a weekly basis which will be tracked and monitored. In addition to demonstrated achievement in above areas, success in this role will be measured by service associates sales, retention of existing VIP’s, feedback on service within the store, and number of personal shopping appointments booked. This role will also cover for both the concession Store Manager and concession Assistant Manager during any absences so a solid understanding of both front and back of house store operations is essential.

Main responsibilities include:

Customer Relations:
•Working on client acquisitions , developing and retaining these new clients
•Participate in building and activating actions plan based on client lifecycle and segmentation profiles
•Devising a EIP program with head office to ensure that top tier clients are looked after and retained in the business
•Focus on growing the top 250 clients
•Leading by example by developing individual relationships with top clients to enhance their relationship with the store
•Supporting the team with scheduling and promoting MTO appointments, working closely with the teams to ensure that this service is exceptional , following through all orders and updates the clients and team of developments
•Build and maintain a book of high value clients; identify their preferences; follow-up on inquiries and concerns
•Propose and facilitate exceptional customer experiences
•Communicate regularly with clients to maintain and grow relationships through the various outreach tools provided by head office and where required bespoke outreach to key clients
•Alongside the concession Store Manager acting as main point of contact for VIP clients
•Selling on the shop floor and achieving personal sales targets while also driving individual team sales
•Overseeing the scheduling of bridal appointments ensuring that the clients receive exceptional customer service
•Managing and participating to development of client loyalty programs, work with store team to advice on execution
•Ensuring consistent follow up on all action points relating to CRM(phoning, emailing, mailing) in line with Jimmy Choo customer experience requirements
•Ensuring that the Jimmy Choo CRM strategy is developed and implement within the concession
•Focusing on clients analysis to drive growth strategies and actions, identify upsell & cross-sell opportunities at the store level working alongside the head office

•Ensure that there is data quality, monitored and this is followed up by the sales team
•Responsible for ensuring the development and maintenance of the concession client database ensuring repeat visits and customer loyalty
•Issuing refunds or compensation to customers
•Analyzing CRM statistics or other data to determine customer demographics and anticipate future customer needs
•Supporting the Retail Operations Team, Marketing Team and Store Management Team in developing CRM procedures, policies and training materials and ensuring that this is rolled out to the concession team
•Supporting the concession Store Manager and Assistant Manager in any back of house and administrative operations as requested
•Creation and setting up of reports as and when needed
•Be proficient and accurate in using all retail systems and other software as required
Training and Development:
•Participate in all product and customer service trainings and inform top clients of new product offer
•Attending and participating in all store meetings and training events as required ensuring good communication is maintained
•Obtain product knowledge, company information and history, keep up-to-date with company news, be familiar with the competition and train staff on information

Team Management:
•Working with the Store Management team to ensure that Sales Associate are providing exceptional standards of customer service by surpassing customer expectations at every opportunity
•Ensuring that the sales team are following our Selling Ceremony as outlined in Retail Excellence
•Manage clienteling capabilities for whole team (client books, thank you cards, customer experience)
•Engage and inspire the team by ensuring they are actively striving to achieve key performance indicators in order to increase concession performance and reach individual and store targets
•Working alongside the team and ensuring client data accuracy in both the internal software systems and the individual team client books

•Working alongside EMEA Marketing and the concession Management team participating in, and representing Jimmy Choo during promotional events and activity
•Working and developing strong relationships with bridal boutiques
•To work closely with external parties such as hotel concierges, stylists and personal shoppers
•Any other outreach as and when required

•Acting as an example and demonstrating and reflecting the glamorous, luxury lifestyle image of Jimmy Choo through customer service, attitude, personal grooming, dress code and behaviour
•Ability to cover the role of SM and CRM manager when needed
•Developing a detailed knowledge of the product including construction, materials, care and design in order to provide exceptional and knowledgeable customer service
•Demonstrating flexibility by supporting the store management in any other ad-hoc duties as might reasonably be required in the successful running of the boutique
•Maintain open/ongoing communication and positive relationship with store management, peers and all levels of company personnel
•To understand the fashion and social calendars and to plan activities or animations where necessary and relevant for the brand
•Supporting the sales team in investigating and solving customers' problems ensuring that customer expectations are exceeded
•Assist with special requests, which include but are not limited to in-store repairs, special orders, returns, etc.


Competencies and Experience Required:
- At least two years demonstrable success gained in luxury retail with a strong emphasis on CRM
- Excellent communication skills both written and verbal
- Fluent English and at least one other language (Mandarin, Arabic, Russian or French) preferred
- Demonstrable skills of Microsoft Office, Excel, Word and Powerpoint
- Knowledge and understanding of the luxury market, customer service and fashion
- Successfully able to handle multiple demands and competing priorities in a multinational business
- Demonstrated ability to increase sales and build revenue and profitability
- Seeks opportunities to be proactive and pre-empt concession and team issues
- Demonstrates respect, leadership capabilities and regularly exceeds expectations
- Shows innovation and initiative
- Demonstrated experience with training, developing and retaining sales staff
- Previous clienteling experience required along with the ability to develop new ideas and new approaches to increasing business
- Excellent interpersonal, communication, organizational and problem solving skills are required
- Experience in analytical software, will be an advantage
- SAP experience a plus 

Personal Attributes:
- Enthusiastic, self-confident, well presented and self-motivated
- Understand and represent the luxury lifestyle image of Jimmy Choo
- Professionalism is maintained under all circumstances
- Prepared to go the extra mile to achieve targets

Specific needs

Please only apply if you meet the necessary requirements. Due to the large volume of applications we receive, only successful candidates will be contacted.


Jimmy Choo Retail Recruitment