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Fragrance & Beauty CRM & Clienteling Executive
Location: Harrods Knightsbridge
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 client relationships, offering personalized invitations and increasing engagement levels
This is an impact-focused summary of the job and it’s helpful to note that responsibilities listed are not exhaustive; additional and more detailed duties will be shared during interview.
What you will bring to the role:
- Good understanding of the luxury beauty retail landscape as well staying up to date with relevant industry news
- Experience in a client-facing role and a passion for client development and relationship building
- Digital savviness, proficient using Microsoft Office inc. Excel, PowerPoint & Word
- Ability to work autonomously to set own time schedule and organise others
- Communicate concisely on CRM topics
- Strong organisation, time management and communication skills
- Good understanding of GDPR and email best practises
- Confident presenter, with good spoken & well written English
What you would gain from this experience:
- You will have the opportunity to work with one of the leader luxury brands with a wealth of heritage, and innovation to transcend time and generations through the ultimate CHANEL creations
- We are dedicated to creating the conditions for people to perform at their best, building on their strengths and enabling them to benefit from new opportunities. You will work with inspirational colleagues and managers that will coach you and develop you throughout your CHANEL career journey
- You will be immersed into a House of creation and luxury through attending inspirational conferences and training initiatives in our Training Academy, to elevate your expertise to educate and inspire our clients
Benefits at CHANEL:
Our employee benefits have been created to support you across your professional and personal life by offering you:
- Physical Wellbeing: Private Medical Insurance covering pre-existing medical conditions and ability to add family members, Online GP App with 24/7 appointments available within 24 hours and Cycle Scheme participation for a tax-exempt bike and/or accessories.
- Financial Wellbeing: Pension, Life Assurance and Retail Discounts across multiple retailers including Supermarkets, Gyms, Days Out and 100’s more.
- Mental Wellbeing: Employee Assistance Programmes and Other Support Lines.
- Lifestyle: Arts & Culture Ticket Discounts across major London attractions, CHANEL Product Discounts and Employee Only Sales.
- Employee Recognition: Service Awards Programme offering CHANEL Products, Retail Vouchers and Additional Holidays across milestones.
- Benefits are eligibility dependant and subject to change at any time
At CHANEL, we are focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress. We believe the uniqueness of each individual increases the diversity, complementarity and effectiveness of our teams. We strongly encourage your application, as we value the perspective, experience, and potential you could bring to CHANEL. 
