CRM and Clienteling Executive

CRM & Clienteling Executive

We’re looking for a commercially driven, data-led CRM & Clienteling Executive to join our team on a full-time basis. This role will play a key part in driving customer engagement, retention, and revenue through best-in-class use of our CRM and clienteling platforms.

This role goes beyond campaign execution. You will take ownership of clienteling across the business, working closely with store teams to embed it into daily behaviours, champion adoption, and unlock its full commercial potential.

You’ll combine strong CRM expertise with a hands-on, collaborative approach—turning customer data into meaningful actions that drive sales and long-term relationships.

We offer a chance to be part of a business that’s looking ahead, with a culture that values openness, real engagement, and focuses on people. In return, you get perks like great discounts and flexible, hybrid working.

Key Responsibilities

Clienteling Ownership & Growth

• Lead and champion clienteling across the business, driving adoption, consistency, and best practice across all store teams
• Work closely with retail and concierge teams to embed clienteling into daily routines, ensuring it becomes a core sales driver
• Identify opportunities to increase clienteling-led revenue, tracking performance and continuously optimising approach
• Develop practical, insight-led strategies to help teams build stronger customer relationships and increase repeat purchase
• Create and refine personalised messaging templates (email, WhatsApp, etc.) to support one-to-one client interactions
• Partner with store leadership to identify key opportunities for outreach and conversion

CRM & Lifecycle Campaigns

• Plan and deliver targeted CRM campaigns focused on driving engagement, retention, and revenue
• Build and activate key customer segments across the lifecycle, from acquisition through to reactivation
• Support and lead CRM and loyalty initiatives with clear commercial objectives
• Work with the content team for customer lifecycle communications across channels (email, WhatsApp and beyond), ensuring they are clear, relevant and on-brand
• Support key trading moments, events, and promotions with targeted CRM activity and audience selection

Data, Insights & Performance

• Own reporting on CRM and clienteling performance, with a clear focus on customer experience and revenue impact
• Analyse customer behaviour and campaign performance to identify trends, opportunities, and areas for improvement
• Produce regular, actionable reporting of CRM metrics and Customer NPS to inform key stakeholders and teams
• Use the CRM tools and business data to build segments, extract insights, and support targeted activity
• Continuously test, learn and refine CRM and clienteling strategies based on data

Requirements

• 2–4 years’ experience in a CRM or customer-focused role, ideally within retail, e-commerce or luxury
• Strong commercial mindset, with a clear understanding of how CRM and clienteling drive revenue
• Experience working with Clienteling tools, CRM platforms (Salesforce preferred) and customer segmentation
• Confident working with data to generate insights and inform decision-making
• Strong communication skills, with the ability to influence and engage store teams
• Excellent organisational skills and attention to detail
• Comfortable working cross-functionally in a fast-paced environment

Desirable Skills / Experience

• Experience with ESP platforms such as Klaviyo or similar
• Advanced Excel skills (e.g. PivotTables, lookups)
• Experience in a luxury or premium retail environment

We are an equal opportunities employer

#INDFH1#INDFL1