Clienteling Ambassador - Harrods

Job description

Role Mission

The clienteling ambassador will act as a point of reference in store and with the corporate team to support the Store Manager in delivering all CRM and clienteling activities and needs

Key Responsibilities

· Supports the usage of client list as a starting tool for retention activities
· Support in the coordination of clients' selection, profiling and feedback for events and various activities according to the client knowledge, preferences and habits
· Encourage and monitor the correct usage of Clienteling tools
· Management of Clienteling board to be a communication tool that is updated with KPIs and local initiatives, targets and results
· Regularly discuss Clienteling benefits, challenges and solutions during morning briefings by including role-plays and best practice sharing.
· Share client feedback and sales opportunities with line managers
· Ensure the team understand the importance of data capture for prospects and clients, sharing the benefits as per guidelines
· Review the completion of CRM Cards to ensure that they are correctly completed with the correct data inputted into the corporate system while continually enriching. Offer training, advice and feedback to team to support process
· Continually develop the Gucci Harrods clienteling experience to ensure customer retention and brand loyalty. This includes gifting initiatives, events, client entertainment, fashion and trunk shows.
· Work with the CRM team and UK & Ireland Clienteling Coordinator to identify potential new or lapsed HNW clients, and put in place a monthly outreach strategy to top tire clients
· Work with the Harrods by appointment team and stylists to build a strong and personable relationship in order to optimise sales opportunities
· Coordinate the stock movement and process between Gucci Harrods and the Harrods personal shoppers
· Support and work with the retail team to execute the CRM strategy, cultivate relationships and drive sales
· Demonstrate creativity in generating new business in the Gucci Harrods stores and increasing our top client sales whilst proactively responding to any opportunities identified by Store Managers
· Proactively network to identify new local business opportunities within Harrods and the local area
· Ensure key business moments are executed in keeping with the brands high standards
· Be efficient in following-up and delivering after-sales services to our top clients

Desired profile

Qualifications :

Key Skills
·  Strong organisational skills and ability to prioritise
·  Customer centric in approach
·  Strong relationship building skills and personable in approach
·  Is professional, positive and supportive in approach
·  Excellent communication skills both written and verbal form
·  Demonstrates an analytical mind and focuses on attention to detail
·  Has fashion awareness and an affinity to the brand
·  Previous experience in a CRM role focused role
·  Ability to manage multiple tasks in a fast paced environment