Fragrance & Beauty CRM & Clienteling Executive - Harrods Knightsbridge

Location: City Of London

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* Location:

Harrods Knightsbridge
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* Contract:

Permanent, 37.5 hours/week, any 5 in 7 days - including weekends
** CHANEL is an independent company that believes in the freedom of creation, cultivates human potential, and acts to have a positive impact in the world.“In order to be irreplaceable, one must always be different” stated company founder, Gabrielle Chanel. At CHANEL, we strive to identify what is unique in each person and support them through their journey with the brand.

Our mission at CHANEL Beauty is to underline what is most unique in every person and give our clients the confidence to become the true expression of themselves through exceptional fragrance, make up and skincare creations.
** Your role @CHANEL:
** As the CRM & Clienteling Executive, you are the ultimate CHANEL ambassador and instil CRM culture throughout the Harrods Fragrance & Beauty business. You assist Sales Consultants in cultivating long-term relationships with their clients through clienteling.
** Leveraging your experience, CHANEL will enable you to:
*** Contribute to the overall performance of the CHANEL Fragrance and Beauty account by promoting key business objectives
* Regularly engage with clients to ensure they have the most memorable experience with CHANEL whilst ensuring you always uphold the brand values
* Act as the main point of contact between the Head office team and the Harrods business
* Centralise and coordinate CRM/clienteling activities in Harrods and communicate updates to the Head office team
** Responsibilities:
**** Boutique CRM Action plan:
*** Develop and execute Harrods clienteling Action Plan to attract and retain clients. With a focus on the ultimate premium offer, convert clients to VIC's
* Play an integral part in building and fostering CHANEL’s portfolio of clients through clienteling and CRM channels in line with the brand’s expectations
* Participate in monthly catch-up sessions with the Head office teams to explore opportunities, stay informed about new product launches and upcoming events
* Participate in workshops and seminars, actively sharing insights and implementing strategic enhancements across the wider team while consistently updating the teams on CRM/clienteling progress
** Sales Performance Enhancement:
*** Take responsibility for driving sales, achieving targets and contribute to the overall business performance on counter
** CRM Digital Tool Expert:
*** Be the expert user in the boutique with the knowledge to train other Sales Consultants on an array of CRM and Clienteling tools including
* Power BI,
* and the Hub
* Ensure that Sales Consultants adhere to CHANEL brand guidelines particularly regarding clienteling practices, as well as possess a thorough understanding of email best practices and GDPR compliance
** Coordinating CRM

Activities:

*** Arrange monthly meetings with each Sales Consultant to review latest monthly Marketing & CRM reports to track clienteling actions and KPIs
* Present latest KPI updates provided by the Head office team during morning briefs
* Develop and execute CRM/Clienteling initiatives to motivate Sales Consultants to meet KPIs, fostering team enthusiasm and excitement while also driving clients back to the counter
** Support team in clienteling activities:
*** Coach Sales Consultants in developing their clienteling and relationship-building skills through regular onsite training sessions
* Conduct regular sessions focused on enhancing data capture and quality practices for all Sales Consultants
* Ensure all Sales Consultants are  proficient and adhere to CRM and clienteling standards, fostering future CRM/Clienteling Ambassadors & Executives
** Entertainment & Gifting Coordination:
*** Work with the Retail Coordinator to coordinate all entertainment & gifting activities, making proposals for Management approval
* Review the client lists sent from the Head office team with each BA to produce a shortlist of proposed clients (aligned with Clienteling strategy)
* Collate responses & feedback from clients via the Sales Consultants & relay back to the Head office team
* Contribute to the success of our Harrods skincare, makeup and fragrance masterclasses by building…