Clientelling and Insights Manager

Job content

Job Introduction

Selfridges has always been much more than a shop. We’re a social space where everyone is welcome and feels a sense of belonging, a creative playground where culture and commerce collide, and an experimental hub where you can discover the most innovative and sustainable ideas in retail. We’re here to help make the world brighter. And you can be an important part of this. We’ll talk more about the role below, but before we get to that, let’s share with you the good stuff…

Rewards and benefits

Life at Selfridges is dynamic, exciting, and always evolving. As well as working with some of the most cutting-edge, iconic and boundary-pushing brands, designers and creatives, we also offer our team members opportunities to help make a positive difference through our network of communities, both within and outside Selfridges. Here are just a few of our rewards and benefits that help make our team experience that bit more extraordinary.

• Flexible working options to benefit you, your family and your wellbeing that can include part-time, flexi-time, job sharing or working remotely
• Generous annual leave that increases with length of service
• Up to five paid volunteering days – from beach cleans to co-ordinating food and clothing donations
• Family leave that suits your set up including Maternity, Paternity, Adoption, Surrogacy and Shared Parental leave policies
• Defined pension contribution scheme
• Generous bonus and/or commission scheme
• Enviable team member discount including sale previews and double discount days
• Exclusive local discounts on a range of restaurants, bars, beauticians and entertainment
• Subsidised gym memberships
• Annual travel pass and cycle-to-work schemes
• A sustainable car salary sacrifice scheme
• Several internal communities to get involved in from our Diversity Board and Green Warriors who are leading the charge on D,E&I and sustainability, to the Wellbeings who are always thinking of new ways to champion healthy minds, bodies and routines for our team members
• Workplace Options, our confidential team member assistance programme for when life gets tricky or you need a little guidance
• Access to a wide range of training programmes to help your career development

Read on to find out how you can play your part in Reinventing Retail…

Job Description

As Clientelling and insights Manager, you will support the implementation and delivery of Clientelling and Customer Connect within our stores, supporting the leadership team in the delivery of sales growth and customer satisfaction through Clientelling services. The role collaborates with key stakeholders both locally and at Head Office for VIP, customer connect and Personal Shopping, connecting strategy and data insight into pragmatic plans. The role will inspire and translate insight into action locally, validating and qualifying data for the store and ensuring it is used for local action plans.

A bit about the role

Ø Translate customer data and insight into action locally, working with the Customer Insight team & engaging with the store leadership.

Ø Bring customer data & reporting to life for store management and team members, working with the store management team to translate into meaningful practical actions.

Ø Highlight and provide insight on poor Clientelling performance, collaborating with both the Clienteling & Service Consultant and Department Managers to drive improvements

Ø Be aware of the top customers being served through My Yellow Book and ensure there is a plan for them. Provide insight and knowledge about key customers upwards to store leadership and support team members and DM’s with putting together a plan for them.

Ø Work in conjunction with the Personal Shopping Manager to share local knowledge and plans for VIPs, connecting store leadership with VIPs, providing store insight on VIP and refreshing local action plans accordingly.

Ø Understand the customer base and how this is distributed and managed around the store and advise the store leadership team on how and where Clientelling can be grown.

Ø Understand the connection locally between VIP, Members Club, Personal Shopping and Clientelling and supports and advises store leadership and team members on their plan for clients.

A bit about you

How you’ll do it…you will be:

Ø Knowledgeable on how to deliver exceptional service and cultivate client relationships, leading and coaching others to do the same.

Ø Commercially astute – you are responsive to customer needs as well as market and competitor trends. You take opportunities to improve performance by creating and owning a clear plan to deliver results.

Ø A great communicator – you are friendly and confident in your manner and you excel in the relationships you build with customers, team members, stakeholders and concession partners.

Ø A natural leader – you coach to drive performance and enable change as well as supporting development.

Ø A team player – you bring ideas and share best practice with senior managers while supporting others as appropriate.

Ø Collaborative – you work flexibly as part of the management team and support with projects and in cross functional meetings as appropriate.

Which KPI’s will I be working towards... (Not exhaustive)

Supporting the 121 Customer strategy through focus on the following KPI’s:

Frequency of customer visits, VIP enrolment and performance, Top Active customers targets achieved, Increase of contactable opt in rate of customers, Active contactable customers, NPS,MYB appointments/frequency and ATV deliverables. Top 100 customers known and shared.

Who wilI you be collaborating with?

Clienteling & Service Consultant, Customer insights team, PS Manager, Store leadership teams both London and regions, Customer engagement team

This guide represents a summary of the role, however all team members are expected to be flexible in the work they undertake, which may change from time to time, according to the needs of the business​

This role guide represents a summary of the main areas of activity for the role, however all team members at Selfridges are expected to be flexible in the work they undertake, which may change from time to time, according to the needs of the business.

About the Company

Everyone is welcome

Selfridges is a place where we want everyone to feel a sense of belonging. We embrace every self and are committed to cultivating a diverse and inclusive working culture. We are leading with purpose to not only increase the visibility and recognition of under-represented talent within our organisation, but the wider industry too. Here at Selfridges, everyone is welcome – irrespective of race, gender, ethnicity, sexuality, age or disability, we stand by equal opportunities for all.

Our awards cabinet

We’re not ones to brag, but since you asked...Selfridges has won the award for The World’s Best Department Store an unprecedented four times at the IGDS awards, with an additional award for the Best Sustainability Campaign. We were also recognised as a ‘Best 25 Big Company to Work For 2020’ as awarded by The Sunday Times.