Client Relationship Manager

Our Private Shopping division is now looking for a Client Relationship Manager (CRM) to play a pivotal role in shaping client strategy and portfolio management for Harrods’ most valuable customers. This is a rare opportunity to join a reimagined Private Shopping business at a defining moment in its journey, as we elevate our service and spaces to become the world’s ultimate luxury lifestyle destination. This role is a 12 month fixed term contract position.

About the Role

As a Client Relationship Manager, you’ll drive client acquisition, engagement, and portfolio health across our Private Shopping community. Working closely with Private Client Managers (PCMs), Private Shoppers, and the wider Client Development & Engagement team, you’ll ensure every client relationship is nurtured strategically and with the care expected of the Harrods brand.

You’ll own client acquisition through our lead generation programmes and other initiatives, ensuring new clients are identified, profiled, and introduced to the most suitable PCM or Shopper. Using data-driven insight, you’ll design and implement portfolio management strategies that maximise engagement, retention, and client spend.

Your role will also focus on fostering collaboration—coaching, influencing, and supporting colleagues across Client Engagement, Brand Engagement, Customer Insights, and International Business Development to deliver a cohesive, world-class experience for our high-net-worth clients.

Key responsibilities include:

• Owning client acquisition activity, from outreach and profiling through to handover to PCMs or Shoppers
• Partnering with PCMs and Shoppers to manage portfolio health and drive engagement, growth and retention
• Using customer insights and dashboards to identify opportunities, mitigate risks and inform client strategies
• Designing and implementing client strategies to ensure each relationship reaches its full potential
• Collaborating with Marketing, Events and Loyalty teams to develop targeted engagement initiatives
• Sharing market intelligence and luxury trends with colleagues across Private Shopping and Harrods globally
• Coaching PCMs and Shoppers on portfolio management, client engagement, and performance levers
• Supporting Private Shopping Managers to identify underperformance and agree actionable next steps
• Helping to shape training sessions and best practice materials for client-facing colleagues

This role is based in our Knightsbridge store with hybrid flexibility, in line with business needs.

About You

You’ll be a strategic, commercially minded professional with deep understanding of high-net-worth client behaviour and luxury lifestyle trends. With strong emotional intelligence and an analytical mindset, you’ll know how to turn data into meaningful strategies and build trusted relationships across all levels of the business.

You will:

• Have proven experience in client development, portfolio management, or relationship marketing, ideally within luxury retail, private banking or hospitality
• Be confident working with high-net-worth and ultra-high-net-worth clients, understanding their expectations and needs
• Demonstrate strong commercial acumen and the ability to interpret data and insights to drive results
• Possess exceptional interpersonal and influencing skills, able to coach and collaborate in a matrix environment
• Have strong cultural awareness, discretion, and sensitivity when managing client information
• Be passionate about fashion, luxury and service excellence, with a genuine curiosity about client motivations

About Us

Harrods is one of the world’s leading luxury department stores and we’re becoming a destination for top designers, and the most sought-after brands from around the globe. Our combined mission is to make visiting our iconic Knightsbridge store one of the world’s most inspiring shopping experiences.

Our Promise to You

Help us make the impossible possible for our customers and we’ll do something remarkable for you. As well as offering a friendly environment to inspire your best work, we provide abundant opportunities and support to build an exceptional career across the varied specialisms of our business.

Uniquely You

Whilst our job adverts outline the ideal qualities, skills, and prior experience for the role, we believe in the potential for growth and value individual strengths. If you can demonstrate the majority of skills and strong experience to thrive in this role, we would encourage you to apply.

At Harrods we believe the personality and authenticity of our people sets us apart. We celebrate and invite applications from all cultures, backgrounds, tastes, and experiences and are proud of our culture where people from all walks of life can grow and thrive. What makes you unique makes us exceptional.

If you want to know more about life at Harrods, search #TogetherHarrods on LinkedIn, or follow us on Instagram @togetherharrods.

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