Client Relationship Manager

Our ambition is for Harrods Private Shopping to be the ultimate luxury shopping and lifestyle destination. The role of the Client Relationship Manager is to set and implement the client strategy for the Private Client Manager’s and Private Shoppers. As one of the key roles in our Private Shopping team, you are critical to achieving this ambition.

Delivering world class service to Harrods’ most loyal clients and consistently exceeding their expectations is in our DNA. It goes without saying that our clients expect simplicity, ease, pace and most importantly personalised service, tailored to their needs when they visit us. That’s where the role of Client Relationship Manager comes in.

About the Role

A key responsibility of the Client Relationship Manager is to drive the strategy to ensure the relationship potential of each client and the overall portfolio is being realised whilst continuing to exceed client expectations and needs.

The Client Relationship Manager’s role is a key focus within our Private Shopping team where no day is the same.

Below are some of the other responsibilities within this role:

• Welcoming and effectively engaging new clients into Private Shopping through our lead generation programme and other referrals.
• Act as one of the most senior contacts in the department for hosting new and highly loyal clients to ensure their needs are being exceeded and that they are retained.
• Owning client acquisition from the Lead Generation programme. This includes activity from initial outreach, through to profiling, affiliation and at the right time, ensuring an effective handover to the most suitable Private Client Manager (PCM).
• Linked to the above, routinely working with the Customer Insights team to discuss and understand prospective new clients–from any referral channel.
• Through microscopic analysis, structured systems and meticulous management of client information, ensure that (PCM’s) and Private Shopping Managers are always one step ahead of client requirements and sales growth opportunities.

About You

Our Private Shopping is world renowned and in a role as dynamic as this, your high level of emotional intelligence, influence and persuasion will be used on a daily basis.

In addition to this we are looking for someone who has the following:

• Passion for building authentic relationships based on trust, both with clients, as well as both internal and external stakeholders.
• Experience in coaching, educating and supporting a team to ensure they are fully aware of potential and risks within their client portfolio. Ensuring they are aware of performance levers and how best to approach client performance challenges.
• The ability to hold engaging and meaningful conversations with clients as well as being culturally aware and having worldly knowledge.
• A collaborative style of working, as well as being a team player

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. 

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

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.

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