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.

Client Relationship Managers prioritise fostering and maintaining close relationships with managers and colleagues within the Private Shopping team.  

In addition to this, you will also:

• Lead client acquisition across Lead Generation and other programmes, from initial outreach to profiling, affiliation, and timely handover to the appropriate PCM or Shopper.
• Partner with Shoppers and PCMs to maintain healthy client portfolios through ongoing monitoring of customer behaviour.
• Utilise the dashboards and reporting systems ensure that Private Shopping Managers and PCMs stay ahead of client requirements and sales growth opportunities.
• Define client strategies for PCMs and Shoppers to maximise relationship potential and portfolio performance while exceeding client expectations.
• Influence key stakeholders across Private Shopping and wider business teams to take actions that strengthen portfolio health.
• Work closely with International colleagues to share insights across borders and ensure a seamless service across Harrods different services

This role is fully on site, working 5 out of the 7 days a week.

Please see our Hybrid@Harrods policy on our Career Site for more information or speak to a member of our Talent Acquisition team if you have any questions regarding the requirements for this role.

About You

As a Client Relationship Manager, you will have proven experience of working with high net worth 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
• 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

Whilst 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 can demonstrate the majority of skills and strong experience to thrive in this role, we would encourage you to apply. 

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 life at Harrods, search #TogetherHarrods on LinkedIn, or follow us on Instagram @togetherharrods.