CRM Instore Manager (h/f) Bruxelles

Founded in 1913 in Italy, the Prada Group was built on a tradition of excellence and with a vision of innovation. The Group, a world leader in the luxury sector, operates in more than 45 countries with the PRADA, Miu Miu, Versace, Church's, Car Shoe and Luna Rossa brands, and has employees of over 100 nationalities.

JOB PURPOSE

The In-Store CRM Manager has a key role in elevating the client experience through clienteling excellence, team coaching, CRM performance follow-up, and as a driver of change. The role supports store teams by promoting a client-centric mindset, improving client data quality, and implementing strategic CRM actions to develop and elevate the clientele.

Through business analysis and close collaboration with the Store Manager, the CRM In-Store Manager supports client development, team engagement, and the successful adoption of CRM tools and processes.

RESPONSIBILITIES

• Responsible for co-designing the client strategy at the store level together with the Management teams and Head Office teams.
• Lead transitional management within the store and support teams in adopting new CRM tools, processes, and clienteling practices.
• Act as a driver of change by supporting the evolution of teams toward a stronger customer-centric culture.
• Conduct regular CRM and clienteling training sessions and support the development of Client Advisors' performance.
• Ensure client data accuracy, optimize data quality, and manage client lists to support efficient clienteling actions.
• Analyze CRM and clienteling performance, monitor KPIs and MBOs, and provide action plans and recommendations to the Store Manager.
• Activate and follow up action plans based on store analysis, client insights, and business opportunities.
• Support the client database activation through events and special experiences: contribute to client lists building, invitation follow-up and RSVP tracking.
• Monitor the usage of the Clienteling Digital Tool among the team and share feedback.
• Support client satisfaction initiatives, feedback collection, and client follow-up actions.

KNOWLEDGE AND SKILLS

• 3 to 5 years of managerial experience in retail, ideally as Department Manager or Team Manager.
• Strong experience in client development and clienteling performance.
• Customer-centric and service-oriented mindset.
• Experience in transversal management requiring agility, adaptability, and strong team support capabilities.
• Strong observation, coaching, interpersonal, and communication skills.
• Analytical mindset with good command of Excel and CRM/digital tools.
• Ability to engage teams, drive performance, and support change effectively.

Joining our Company means working in a creative and international environment, with teams of people motivated by curiosity and the quest for excellence. The engine of our success is the importance and value that we place on the talent and passion of our people leading to their own professional growth.
Prada Group promotes an inclusive work environment, ensuring equal opportunities for all candidates, regardless of gender, ethnicity, sexual orientation, disability, or other personal characteristics. We believe that diversity is a value and we are committed to build a fair and respectful workplace for all.