Client Relationship 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 Relationship Manager to join our Client Development and Engagement team.

This team plays a crucial role in our Private Shopping business, collaborating closely with the Customer Insights team. Client Relationship Managers (CRMs) are tasked with crafting and implementing top-tier portfolio management practices and defining client strategies for Private Client Managers (PCMs) and Private Shoppers.

About the Role

As the initial point of contact for our Private Shopping Service, CRMs are responsible for welcoming, engaging and acquiring new clients through our lead generation program and other initiatives.

Operating within a matrix structure without direct reports, CRMs prioritize fostering and maintaining close relationships with managers and colleagues within the Private Shopping team.  

In addition to this, you will also:

• Own client acquisition from the Lead Generation and other programmes.  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) or Shopper
• Work with assigned Shoppers and Private Client Managers (PCMs) to support the health of their portfolios through continuous monitoring of customer behaviour
• Utilize the dashboards and reporting systems ensure that Private Shopping Managers and PCMs stay ahead of client requirements and sales growth opportunities
• Design the client strategy for the PCMs and Shoppers to ensure that the relationship potential of each client and the overall portfolio is being realised whilst continuing to exceed client expectations and needs
• Influence key peers both within Private shopping (ie Client Engagement, Brand Engagement and Sourcing) as well as business wide (Marketing, Customer Insights, Customer Rewards, Events, International Business Development, Retail, Buying, Merchandising, Brand Partners) to take actions required to deliver the health of the portfolio
• Work closely with International colleagues to share insights across borders and ensure a seamless service across Harrods different services such as The Residence, Shanghai or Middle Eastern “Hive” events

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

As a Client Relationship Manager, you will have proven experience of working with high net worth (HNW) clients and understanding of the everchanging luxury lifestyle and needs with a strong focus on data and insights

You will also have:

• An understanding of client development process and levers; be curious and understand clients whilst asking effective questions and taking decisive actions.
• Strong commercial acumen and an interest in reading and interpreting customer data and insights in order to lead the PCM and Shopper team in developing a client strategy. 
• Proven ability to build strategic relationships with clients and stakeholders
• Proven experience in influencing and coaching in a matrix model, where the PCM and Shoppers along with other colleagues in the remit are not a direct line report
• Exceptional communication skills across all mediums and at all levels
• High levels of discretion and confidentiality
• Passion for the luxury retail sector

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