Retail CRM & Performance Manager

Retail CRM & Performance Manager - Luxury Retail

Location: London | Salary: Up to £65,000 + benefits

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.

Key responsibilities will include:

• 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.

Salary: Up to £65,000 + benefits.

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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