Clientelling Specialist

Role Responsibility

Will report into the Head of Client Engagement and contributes to the clientelling strategy. ​

Will help manage the Clientelling tool and Appointment strategy. This role will help the enhancement of the roll-out of the client engagement tool, supporting the development and implementation of the clientelling tools to enhance Clientelling ​

Responsibilities include: ​

• Support the Head of Client Engagement in achieving the Clientelling goals and strengthen the client-centric culture across the Company​

• Help implement the Clientelling programme and  help manage the roadmap features and new initiative role out. ​

• Regularly monitor the clientelling tool, flag any opportunity, challenges and improvement needed, will ensure the tool is constantly revisited to help reach targets​

• Manage the clientelling tool and ensure tech updates are clearly prioritized and completed through regular meetings and communication with the relevant teams​

• Build calendars to coordinate all the initiatives and actions designed for our clients, interacting with internal partners (retail, merchandising, events, communication, CRM central team) ​

• Implement and monitor outreaches and appointments to evaluate ROI ​

• Work closely with the CSM in stores to successfully implement clienteling activities to help drive client-centric strategies and action plans to achieve high level of client retention & acquisition rates​

• Collect needs and share Clientelling best practices across the regions through focus groups for retail to feedback and requirements​

• Developing training materials and coaching programs for Regional CRM and Stores to help them implement Clientelling in their daily activities​

• Run reports and analysis on Clientelling KPIs to propose initiatives to the Regional CRM Managers / to the Stores​

• Supports the service excellence agenda by rolling out a series of campaigns to ensure the business delivers great clientelling results. 

The Ideal Candidate

• Previous Clientelling / CRM experience​

• Experience in the Retail and Luxury industry is a plus​

• Capable to set priorities and work in a fast-paced environment​

• Strong team player, adaptable and flexible to changes​

• Proactive, independent, responsible, creative and self-motivated​

• Good communication skills to inspiring excitement around the topic and spread Clientelling culture​

• Analytical skills with the ability of translating numbers into actionable insights​

KPI’S ​

• Tool engagement rate (Store usage of clientelling tool)​

• Clientelling campaign management – commercial growth via proactive calendar mgt aligned to stakeholders/partners across the business ​

• Monitor high level of data capture ​​

About the Company

Rewards and benefits 

Here are just a few of our rewards and benefits that help make our team experience that bit more extraordinary. 

• Flexible working options to benefit you, your family and your wellbeing that can include part-time, flexi-time, job sharing or hybrid working

• Generous annual leave that increases with length of service 

• Up to five paid volunteering days – from beach cleans to co-ordinating food and clothing donations 

• Family leave that suits your set up including Maternity, Paternity, Adoption, Surrogacy and Shared Parental leave policies 

• Defined pension contribution scheme  

• Generous bonus and/or commission scheme  

• Enviable team member discount including sale previews and double discount days 

• Exclusive local discounts on a range of restaurants, bars, beauticians and entertainment 

• Subsidised gym memberships  

• A sustainable car salary sacrifice scheme (subject to eligibility criteria)

• Several internal communities to get involved in from our Diversity Board and Green Warriors who are leading the charge on D,E&I and sustainability, to the Wellbeings who are always thinking of new ways to champion healthy minds, bodies and routines for our team members 

• Workplace Options, our confidential team member assistance programme for when life gets tricky or you need a little guidance 

• Access to a wide range of training programmes to help your career development 

Read on to find out how you can play your part in Reinventing Retail… 

Everyone is welcome 

Selfridges is a place where we want everyone to feel a sense of belonging. We embrace every self and are committed to cultivating a diverse and inclusive working culture. We are leading with purpose to not only increase the visibility and recognition of under-represented talent within our organisation, but the wider industry too. Here at Selfridges, everyone is welcome – irrespective of race, gender, ethnicity, sexuality, age or disability, we stand by equal opportunities for all.   

To ensure every feels welcome, we offer support at every stage of the application and interview process.  Should you need it, please let your recruitment contact know and they will be more than happy to help.

Our awards cabinet  

We’re not ones to brag, but since you asked...Selfridges has won the award for The World’s Best Department Store an unprecedented four times at the IGDS awards, with an additional award for the Best Sustainability Campaign. We were also recognised as a ‘Best 25 Big Company to Work For 2020’ as awarded by The Sunday Times. 

Selfridges