Client Experience Manager

The Private Shopping team are responsible for delivering world class service to Harrods’ most loyal clients and consistently exceeding their expectations.  Our ambition is for Harrods Private Shopping to be the ultimate luxury shopping and lifestyle destination and we are looking for a Client Experience Manager to join us on this journey on a fixed term basis for 12 months.

The Client Experience Manager will shape the future proposition for their area of responsibility in a way that is scalable for growth and anticipates and exceeds our clients ever growing expectations.  Success in the Client Engagement team will be a key factor in ensuring client retention and loyalty as well as advocacy and recommendation.

About the Role

The Client Experience Manager plays a key role in the delivery of the Client Development & Engagement strategy and moreover the success of the overarching Private Shopping strategy.  The ongoing engagement of our VIC and VVIC clients is at the heart of what we do, we want to ensure that we are creating unique and hyper personalised touchpoints in the right moment, allowing our clients to develop emotional connections to the service that last for life.

In addition to this, you will also be responsible for:

• Setting and shaping the approach to VIC client engagement for Private Shopping which elevates with client spend in partnership with the wider leadership team and Head of Client Development & Engagement
• Building and engaging a team of high performing and credible experts, who are pro-active, savvy and have an exceptional understanding of the UHNW client and their needs and expectations
• Creating exceptional campaign briefs to ensure all communications are correctly targeted and set up in terms of message, creative and timings
• Managing and executing the programme budget against all planned projects from forecasting and budgeting, through to the reconciliation of costs throughout the year.
• Tracking and measuring the impact of various gifts on customer engagement, driving customer lifetime value
• Collaborating with Customer Insights to create a test and learn approach to gifting and client engagement activities to continuously improve on customer touchpoints selection

In return you’ll receive an excellent benefits package, including a company pension, flexible working, 25 days’ holiday, and your birthday off, up to 33% in-store discount (including across our food hall and restaurants) and a season ticket loan

About You

To be successful in this role you’ll be someone with a deep understanding of the luxury client lifestyle, along with international cultural awareness and proven leadership experience in a UHNW client focussed role.

You will also:

• Significant awareness of client acquisition, engagement and retention levers and a passion for client growth and engagement
• A pro-active, planful and structured approach.  You can operationalise your vision in a scalable and consistent way
• Strong commercial acumen and an interest in data and insights as well as the ability to work with data
• Skills in influencing and coaching in a matrix model, where colleagues who are part of the delivery of a service or product are not in your direct reporting line
• A strong sense of collaboration, you enjoy team working and achieving together within your peer group
• High levels of emotional intelligence
• Confidence in interacting and hosting HNW clients
• Excellent communication, negotiation and interpersonal skills​

About Us

Harrods is one of the world’s leading luxury department stores and we’re becoming a destination for top designers, and the most sought-after brands from around the globe. Our combined mission is to make visiting our iconic Knightsbridge store one of the world’s most inspiring shopping experiences.

Our Promise to You

Help us make the impossible possible for our customers and we’ll do something remarkable for you. As well as offering a friendly environment to inspire your best work, we provide abundant opportunities and support to build an exceptional career across the varied specialisms of our business. 

Uniquely You

At Harrods we believe the personality and authenticity of our people sets us apart. We celebrate and invite applications from all cultures, backgrounds, tastes, and experiences and are proud of our culture where people from all walks of life can grow and thrive. What makes you unique makes us exceptional.

While our job adverts outline the ideal qualities, skills, and prior experience for the role, we believe in the potential for growth and value individual strengths. If you do not meet every desired criteria but feel you have the skills and experience to thrive in this role as well as a genuine interest in working for Harrods and you can demonstrate an alignment with our values, we would encourage you to apply.

If you want to know more about our people and our culture, search #TogetherHarrods on LinkedIn, Facebook or follow us on Instagram @togetherharrods