In-Store CRM Manager

2 weeks ago

Sydney, New South Wales, Australia Prada Group Full time

Are you driven by the excitement of high-end fashion and the art of exceptional client service?

Miu Miu is looking for a dynamic In-Store CRM Manager to join our team in Sydney Westfield. This role is crucial to driving client engagement and loyalty, supporting our store in building lasting relationships with our most valued clients and growing our customer base.

As the In-Store CRM Manager, you'll play a key role in implementing Miu Miu's global CRM strategy within the store, instilling a client-centric culture, and guiding our team to elevate the quality of every customer interaction. You will be both a strategic thinker and hands-on leader, collaborating with various departments to bring memorable client experiences to life.

Key Responsibilities:

  • Champion the client journey, and drive a Clienteling mindset across the team to increase CRM KPIs and build client loyalty.
  • Monitor CRM performance through weekly and monthly client data and KPI analysis.
  • Develop personalized action plans for each Client Advisor to maximize individual growth and CRM impact.
  • Partner with the Store Manager to design targeted CRM initiatives aligned with business goals and store events.
  • Oversee the management and development of the store's client portfolio, with a focus on VICs - working on growing our clients and increasing their potential.
  • Support the creation and execution of in-store experiences, new product launches, and exclusive client events.
  • Provide CRM training, best practice sharing, and guidance to all store staff.
  • Collaborate with PR, Retail, and Events teams to ensure a seamless luxury client experience.
  • Stay attuned to local market and customer trends to enhance the store's fashion expertise and CRM initiatives.

What We're Looking For:

  • Strong background in clienteling, CRM, or customer experience in a luxury retail environment.
  • Proven experience leading teams and driving client engagement strategies.
  • Analytical mindset with the ability to interpret and use CRM data and KPIs. Must have experience with Excel (pivot tables and VLOOKUP); and experience with SAP and CRM software a big bonus
  • Excellent communication and training skills.
  • Strong understanding of luxury clientele and the ability to foster meaningful client relationships.
  • Passion for fashion, market trends, and a deep appreciation of the Miu Miu brand identity.
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