VIP Coordinator

Job Introduction

Selfridges has always been much more than a shop. We’re a social space where everyone is welcome and feels a sense of belonging, a creative playground where culture and commerce collide, and an experimental hub where you can discover the most innovative and sustainable ideas in retail. We’re here to help make the world brighter. And you can be an important part of this. We’ll talk more about the role below, but before we get to that, let’s share with you the good stuff…  

Rewards and benefits 

Life at Selfridges is dynamic, exciting, and always evolving. As well as working with some of the most cutting-edge, iconic and boundary-pushing brands, designers and creatives, we also offer our team members opportunities to help make a positive difference through our network of communities, both within and outside Selfridges. 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 working remotely 

• 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  

• Annual travel pass and cycle-to-work schemes  

• A sustainable car salary sacrifice scheme 

• 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… 

Role Responsibility

The Role:

Based in the London Head Office, the Customer Engagement VIP Coordinator will report into the Customer Engagement VIP Comms & Membership Manager. The Customer Engagement team sits within the wider Selfridges Customer and Digital business units.

The VIP Coordinator will be responsible for supporting the daily operations and administration within VIP. This role has a key focus on communications and will execute all VIP CRM campaigns through email across global territories. Working cross-functional, they will proactively support with the roll-out of strategic VIP initiatives.

We are looking for someone who is passionate about loyalty and marketing with a keen interest in driving customer retention using data-led insights. Applicants must have at least 2 years’ experience within a CRM, Marketing, Loyalty, CX, Project Management role or an equivalent. Must be available to start at the end of July.

Key Responsibilities:

- VIP Concierge:

• Maintenance of the VIP Concierge membership trackers – expanding support to the VIP Concierge Team
• Own the upkeep of all VIP information and training documents
• Support the VIP concierge team responding to queries & processes
• Resolve membership card related queries

- CRM and comms:

• Project manage the preparation of the monthly VIP newsletter and ad-hoc elevate promotions/stories
• Coordinating VIP Comms content ensuring deadlines are met and delivered
• Quality testing the VIP email testing through correct rendering, copy, design and click actions
• Support in delivering any training required relating to VIP membership and benefits

- Membership coordination/admin:

• Actively report on competitor membership schemes/customer experiences
• Produce correspondence, reports, spreadsheets, insights, and analysis
• Prepare weekly and monthly reports focusing on VIP benefit uptake
• Aid coordination of outreach activities - collate feedback from store teams
• Work alongside the procurement team to maintain VIP collateral capacities
• Plan, supervise and coordinate operations team training relating to our fulfilment solutions
• Flexible approach supporting with ad-hoc projects
• Maintain GDPR compliance
• Coordinate information between all regional stores and departments

The Ideal Candidate

• Strong analytical and communication skills
• Flexible approach, highly organised with excellent time management and prioritising skills
• Excellent Excel skills, proficient in Word, PowerPoint, and Outlook
• Pro-active thinker, problem-solving able to show initiative suggesting improvements
• Great attention to detail with the ability to manage multiple tasks to a high-quality level
• Industry aware with good understanding of trends
• Strong written communication and grammar
• Financially aware and capable to track figures and targets
• An ability to work individually and as well as part of a team
• Attention to detail, well organised, a logic thinker & tech savvy
• Has a passion and understanding of luxury retail and high-profile customers
• Flexible and confident in their approach to work

About the Company

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.   

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