The Role

An exciting opportunity for a highly client-focused luxury retail professional to take ownership of CRM, clienteling and VIC development within a prestigious luxury brand. The CRM / VIC Specialist will play a key role in identifying, nurturing and retaining high-value clients, ensuring every interaction is personalised, discreet and aligned with exceptional service standards.

Working closely with store leadership, Personal Shoppers and Client Advisors, this role will use client data, product knowledge and relationship-building expertise to drive loyalty, repeat spend and long-term client value.

Key Responsibilities

• Build and manage relationships with VIC, VVIC and high-potential clients through proactive, tailored communication.
• Use CRM tools and client insights to identify opportunities for reactivation, client acquisition, cross-category selling and retention.
• Create and deliver personalised outreach plans through calls, messaging, emails, appointments and event invitations.
• Partner with Client Advisors to develop client books, improve data quality and embed strong daily clienteling behaviours.
• Identify clients with potential to progress through VIC tiers and create strategies to support their development.
• Organise and host private appointments, collection previews, gifting moments and exclusive client events.
• Work closely with Personal Shopping and cross-functional teams to deliver seamless, high-touch client experiences.
• Monitor CRM KPIs including client capture, engagement, outreach, appointment conversion, repeat purchase and retention.
• Analyse client data and provide regular reports, identifying opportunities, trends and actions for the wider leadership team.
• Ensure all client information is recorded accurately and handled with complete discretion in line with data-protection requirements.
• Act as a brand ambassador, delivering refined service, strong product storytelling and exceptional attention to detail.