Head of Client Engagement

Role Responsibility

As the Head of Client Engagement,  you will lead the clientelling activities to ensure we drive a more “client lead” approach to our customer proposition across all of our channels and stores and reach our KPIs. You will help deepen brand connection and relationships with our established customers, helping recruit new customers through best-in-class service. ​

Reporting to the Director of Clientelling and Service Excellence this role will be critical in ensuring that we put the customer at the heart of what we do, creating a seamless journey for our customers in stores and remotely, as they interact with us through our clientelling tool to help retain and develop loyalty via clientelling. ​

Responsibilities include: ​

You will help build, develop and nurture our customer centric culture, helping define opportunities and find solutions externally and internally. ​

You will be responsible for maximising the incremental sales of clientelling by identifying opportunities and risks for the program, which will require you to work collaboratively with key stakeholders across the business – including the Personal Shopping leadership team, Store management, Events team and the VIP team. ​

• You will support the C&SE Director to implement the clientelling strategy thorough a solid calendar of initiatives and strong monitoring of ROI. ​

• Manage the Client Engagement Team including the CSM in Oxford street and the Client Experience Manager ensuring they support the store to reach clientelling ambitions through a seamless client experience (alignment with region)​

• Ensure clientelling events are seamlessly coordinated, from Event, to Gifting to VIP experience​​

• Map the customer journey and identify opportunities to proactively intervene on the client’s behalf​

• Guide team in effective client issues resolution and handle any escalations​

• Develop listening points in the customer journey, define segmentation of customer base and varying strategies, and identify opportunities for continuous improvement​

• Define the growth strategy of the programme. Manage the roadmap features and new initiative role out and review data to ensure e reach our ambitions.​

• Manage customer information to drive sales into the business and increase customer retention. uses information from the customer experience to gain insights from the customer’s unique perspective​

• Issue a series of monthly key client updates to identify key opportunities to grow relationships and loyalty ​

• Understand our customers though data capture, various reporting and feedback to drive engagement & performance with the ability to help transform data into meaningful insights​

• Ensure the Clientelling teams are collaborating across all stores to place the customer / client at the forefront of their thinking and decision making – so that their journey and experience becomes seamless across all locations and channels ​

• You are responsive to customer needs as well as market and competitor trends. Taking opportunities to improve performance by creating and owning a clear plan to deliver results in clientelling​

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• Continually research and Identify opportunities growth areas within clientelling activities, clientelling tools and VIP experience to gain competitive advantage ​

• Accountable for the clientelling KPIs, ensuring quantitative and qualitative targets are met through a set of actions​

• Create an environment which encourages teamwork and continuous improvement, setting the standard for high output, efficiency, accountability while advocating and living our core values​

• Ensure team performance through setting and communicating standards and giving regular feedback and support, taking action where necessary​

• Identify the needs of the customer with the team and develop a strategy around this​

• Coordinate with Events and VIP teams in recruiting and engaging customers​

• Collaborate with senior leadership to action the company vision, ensuring effective implementation of initiatives

The Ideal Candidate

• Analytical mind, with strong CRM and clientelling background​

• Ability to translate strategy to implementation and inspire multiple stakeholders across the organisation ​

• Solid understanding of Retail and client behaviour and how to optimise knowledge to increase commercial growth and service ​

• Commercially astute. You are responsive to customer needs as well as market and competitor trends. Taking opportunities to improve performance by creating and owning a clear plan to deliver results ​

• A great communicator. Open, fair and confident in your manner you excel in the relationships you build with customers, team members, stakeholders and concessions​

• Engaging with the ability to influence multiple stakeholders across various functions in order to drive change​

• Naturally pragmatic and solutions orientated. You are calm under pressure and can give clear guidance​

• A natural leader. Coaching team members to drive performance and enable change as well as supporting development ​

• A team player. Bringing ideas and sharing best practice with the senior management team, whilst supporting others as appropriate​

• Collaborative. Working flexibly as part of the management team you will support in projects and cross functional meetings as appropriate​

• An example of our values, a trusted and respected colleague​

• KPIs​
  Sales – 1.5% of total store sales generated via clientelling (variable Year on year)​

• Tool engagement rate ​

• Retention via Number of established clients in the clientelling program​

• Recruitment via the Number of new clients added to the clientelling program ​

• Absence, turnover, engagement, pulse surveys and talent succession​

• Customer recruitment/ acquisition/ re-engagement ​

• This guide represents a summary of the role, however all team members are expected to be flexible in the work they undertake, which may change from time to time, according to the needs of the business​

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. 

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