Retail CRM Manager

Retail CRM Manager – Luxury Fine Jewellery

Full-time

The Role

An exciting opportunity has arisen for an experienced Retail CRM Manager to join a luxury fine jewellery brand at its flagship London boutique.

This role combines hands-on retail sales with strategic client development and CRM leadership. You will be responsible for driving commercial performance through exceptional client experience, proactive relationship building and structured clienteling strategy.

Retail Responsibilities

• Manage new and existing client enquiries alongside the retail team
• Maintain impactful in-store presentation and visual standards
• Deliver exceptional customer service in store, online and via telephone
• Proactively develop client relationships to drive repeat business
• Support general store operations alongside the Retail Manager
• Uphold and represent the brand to the highest standards

CRM & Client Development Responsibilities

• Develop and implement innovative clienteling strategies and activations
• Drive best practice in database capture, prospecting and client outreach
• Coordinate collection previews and private client events
• Collaborate with senior leadership to define and achieve clienteling KPIs (data capture, re-purchase, engagement, retention and top-tier client growth)
• Work closely with marketing and events teams to deliver seamless multi-channel client experiences
• Identify and recruit new high-net-worth clients both within and beyond the store environment
• Propose and implement luxury-first client experiences
• Retain and nurture existing client relationships through structured follow-up and engagement initiatives

Candidate Profile

• Proven experience within luxury retail
• Jewellery experience essential
• Strong communication and interpersonal skills
• Commercially aware with a client-first mindset
• Highly organised with strong attention to detail
• Confident using stock systems and Microsoft Excel
• Proactive, self-motivated and solutions-focused
• Immaculately presented
• Team player with a positive, can-do attitude
• Honest, transparent and professional
• A natural relationship builder with confidence engaging HNW clientele

What’s on Offer

• Competitive salary
• Commission structure
• Private healthcare
• Employee wellbeing support programme
• Birthday day off
• Jewellery staff purchase scheme
• Team events and socials