Responsibilities

• Develop (with Boutique Director) and take ownership of the Boutique CRM Action Plan, aligned with both core and boutique‑specific objectives including client recruitment, retention, reactivation, conversion and upgrading.
• Regularly review Power BI dashboards to identify client insights and performance trends, sharing clear actions with Boutique Management.
• Attend monthly CRM/Marketing catch‑ups to review performance, identify opportunities, and refine the CRM action plan.
• Participate in Client Engagement Workshops and CRM seminars, cascading best practices back to the boutique.
• Report on CRM actions, KPIs, outcomes and learnings to Marketing and Boutique Management.
• Deliver targeted one‑to‑one coaching to develop Fashion Advisors’ capabilities in building long‑term client relationships and driving sustainable client development.
• Support advisors in consistently delivering CHANEL‑standard client communications, including effective appointment preparation and structured follow‑up.
• Act as the boutique CRM digital tools champion, supporting and guiding Fashion Advisors in the use of CRM digital tools
• Run regular sessions focused on data capture, data quality, and CRM best practices.
• Coordinate CRM routines within the boutique and, where relevant, partner with CRM Ambassadors across boutiques.

Requirements

• Experience within luxury retail, premium retail or high‑service environments, with exposure to client development.
• A strong interest in CRM, clienteling and data‑driven decision making.
• Confidence using digital tools and dashboards, with solid proficiency in Microsoft Excel, PowerPoint and Word.
• Strong organisational skills with the ability to work autonomously and coordinate others.
• Clear and concise communicator, confident presenting CRM insights to teams.
• High attention to detail and a structured, proactive approach to follow‑up and execution.

Benefits

• Physical Wellbeing: Private Medical Insurance covering pre-existing medical conditions and ability to add family members, Online GP App with 24/7 appointments available within 24 hours and Cycle Scheme participation for a tax-exempt bike and/or accessories
• Financial Wellbeing: Pension, Life Assurance and Retail Discounts across multiple retailers including Supermarkets, Gyms, Days Out and 100’s more
• Mental Wellbeing: Employee Assistance Programmes and Other Support Lines
• Platforms: Multiple Platforms to support across Wellbeing
• Lifestyle: Arts & Culture Ticket Discounts across major London attractions, CHANEL Product Discounts and Employee Only Sales
• Employee Recognition: Service Awards Programme offering CHANEL Products, Retail Vouchers and Additional Holidays across milestones
• Benefits are eligibility dependant and subject to change at any time