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Client Development Manager

  • Department: Personal Shopping
  • Location: Knightsbridge
  • Job type: Full Time
  • Contract Type: Permanent
  • Job reference: JRS73

The Client Development Manager is responsible for supporting the Private Shopping strategy for service, sales and client relationship management with a specific focus on how the Private Shopping team manage and develop their client portfolio, establishing relationships with key clients across the divisions portfolio while establishing & maintaining a deep understanding of clients lifestyle to drive achievement of targets.

The Manager will use their first-hand insight and understanding of the Private Shopping client base to make proactive suggestions as to how to enhance the client experience and further build engagement and loyalty that represents the world’s leading Private Shopping Service

The Client Development Manager is entrepreneurial and commercially minded, seeking opportunities to build relationships, elevate the Divisions luxury lifestyle service reputation while driving the performance of the team

Principal Accountabilities

  • Instil a culture of exceptional client service amongst the team by communicating and reinforcing service expectations and leading by example through showing an expertise in luxury lifestyle knowledge and relationship building.
  • Develop a thorough and in-depth knowledge of Private Shopping clients through face to face interaction and quality time within the departments, reinforcing the Harrods relationship.
  • Engage and build rapport with clients in order to act as a senior point of contact to drive commercial opportunities and troubleshoot any service blockages
  • Manage new customer acquisitions by assessing potential, assigning the appropriate Shopper and overseeing the introduction to the Private Shopping service
  • Manage the Private Shopping client portfolio, ensuring correct alignment between customer preference and Personal Shopper. Review individual shopper portfolios on a monthly basis to ensure opportunities are being maximised
  • Proactively suggest ways to enhance the Private Shopping service proposition with recommendations for improvement based on feedback from the team, customers and any external insight gained
  • Work with the Senior Commercial & Operations Manager, Elite and wider store team to develop an engaging and targeted calendar of activations and initiatives for customers and provide feedback as to how such events are received
  • Drive new client acquisitions through a targeted set of activities both via the team and individually
  • Ensure that the Private Shopping team constantly present clients with the breadth and depth of the Harrods offer by keeping up to date with new promotions or products in store

Sales

  • Implement the department’s sales strategies, driving exclusive product, first access to product and drive cross selling throughout all divisions while monitoring performance to ensure targets are always exceeded.
  • Be pro-active and self-driven with an entrepreneurial spirit to find commercial opportunities that are relevant to the Private Shopping client and support the Divisions strategy
  • Develop relationships with Concessions, General Sales Managers and Buyer Partners, providing them with meaningful feedback around missed opportunities, suggestions for product and be-spoke merchandise requests

Operations

  • Work closely with the Operations Management Team to remove barriers, bureaucracy and ensure a slick and efficient service to the client.
  • Work closely with the Operations Management Teams of the Concessions in store to remove barriers, bureaucracy and ensure a slick and efficient service to the client.

Leadership, Training and Employee Development

  • Recruit high calibre team members who are dynamic, proactive and responsive to the diverse customer profile within Private Shopping.
  • Actively manage the performance of the team providing regular feedback, ensuring everyone has a robust development plan and SMART objectives which they are regularly measured against.
  • Identify training opportunities to ensure that the team have an in-depth knowledge of product ranges, social, lifestyle and business etiquette to assist them with developing client relationships. Explore innovative ways of training the team and increase niche selling opportunities.

Relationship Building

  • Manage and instil positive and proactive working relationships between the Private Shopping team.
  • Support the team to build good working relationships with their shop floor colleagues.
  • Act as an ambassador for Private Shopping to enhance its reputation in the business. Actively build collaborative relationships with stakeholders across the business. Raising awareness of the challenges the team face but being open and responsive to feedback.

Finance and Business Planning

  • Use the appropriate tools to analyse business financials, review and take corrective action where necessary.
  • Capitalise on business opportunities and present to the Senior Commercial & Operations Manager initiatives to develop sales, service and customer portfolio performance

Other

  • The jobholder must be able to work weekends and late nights.
  • If and when required to socialise with clients, follow the entertainment guidelines and the Company’s ethics in business policy.

Key Performance Indicators (KPI’s)

  • Customer Retention & Portfolio Management
  • Department Sales Performance
  • Client Acquisition

Harrods Values

At Harrods, we ask everyone to believe in the Art of the Possible, to challenge the conventional view of what is possible and turn delivery into an art form. Our brand needs us to be Master of Luxury, Experts of Exceptional and Creators of Magic, As brands are made by people, our people have a really important role to play.

We have five employee values that show us the way; We take pride, We Strive to Exceed, We are One, We are Human and We Build Trust. These values are the behaviours and ways of working that we attach the most importance to at Harrods. We use our values to illustrate how we want to be with each other, with customers, with suppliers and other stakeholders.

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