Community Relations Manager

Role Purpose

We are looking for a hands-on manager to develop and manage,combining luxury client relations, community engagement and disciplined CRM management.

This person will take ownership of the participant experience—from someone first

subscribing to communications through to becoming an engaged member,

customer and advocate.

The role requires someone who can build genuine personal relationships while

maintaining the systems, follow-up processes and commercial awareness needed to

make the programme effective.

Key Roles and Responsibilities

1. Programme Development and Ownership

* Translate Hueb Circle's purpose into a clear operating plan, engagement calendar

and service standards.

* Work with leadership to define the experience, benefits and communications

appropriate to subscribers, members and customers.

* Develop clear onboarding journeys so participants understand what Hueb Circle

offers and how they can participate.

* Identify meaningful reasons to join and remain involved, beyond discounts and

purchase incentives.

* Maintain an annual programme calendar and manage agreed budgets, priorities

and delivery timelines.

* Regularly review the programme and recommend improvements based on

feedback and results.

2. Community Engagement and Relationship Building

* Act as the primary relationship contact for Hueb Circle participants.

* Welcome new subscribers, members and customers with appropriate, personalised

communication.

* Build an understanding of participants interests, preferences and connection to

Hueb.

* Maintain regular contact through relevant messages, invitations and individual

follow-ups.

* Encourage participation in brand experiences, conversations and events.

* Identify engaged members and customers who could become advocates or

introduce others to the community.

* Ensure interactions feel warm, thoughtful and consistent with a luxury brand.

3. CRM and Database Management

* Own the day-to-day quality and organisation of the Hueb Circle database.

* Maintain accurate profiles, contact details, communication preferences, interests,

purchase history and relationship notes.

* Segment the database to support relevant communication and appropriate levels of

attention.

* Establish processes for capturing new contacts from events, enquiries, referrals

and other approved sources.

* Create reminders, follow-up schedules and workflows so relationship opportunities

are not missed.

* Coordinate with technical support or external vendors on CRM configuration,

integrations and automation.

* Follow company policies on consent, privacy, confidentiality and access to

customer information.

4. Member Communications and Content Coordination

* Develop a communications calendar covering welcome messages, brand updates,

collection previews, event invitations and personalised outreach.

* Write or coordinate polished, engaging communications across approved channels,

including email, telephone and messaging.

* Work closely with the Creative Director and marketing team to maintain Hueb's

tone, visual standards and brand identity.

* Adapt communication to different audiences rather than sending the same

message to every contact.

* Coordinate stories and content around design, craftsmanship, collections and the

people behind Hueb.

* Monitor responses and adjust content, timing and frequency to improve relevance

and engagement.

5. Experiences, Events and Member Benefits

* Propose and coordinate experiences that make participation in Hueb Circle

valuable.

* These may include collection previews, intimate gatherings, designer

conversations, styling appointments, trunk shows and selected partner experiences.

* Manage invitation lists, participant preferences and personalised follow-up.

* Coordinate with sales teams, retail partners, venues and service providers as

required.

* Recommend appropriate benefits and recognition for different participant groups,

subject to leadership approval.

* Assess events through attendance, quality of engagement, feedback and

subsequent relationship development.

6. Customer Experience and Retention

* Coordinate thoughtful follow-up after purchases and significant interactions.

* Work with the relevant teams to ensure product enquiries, service requests and

concerns are handled promptly.

* Maintain continuity of communication so customers know who is looking after them.

* Identify opportunities for relevant recommendations, gifting support and future

appointments.

* Re-engage inactive customers and members through considered, personalised

outreach.

* Gather feedback and communicate recurring issues or opportunities to leadership.

7. Sales Coordination and Commercial Contribution

* Recognise purchase interest and connect participants with the appropriate sales

contact.

* Provide relevant relationship context so sales follow-up is informed and personal.

* Track enquiries, appointments, referrals and purchases influenced by Hueb Circle.

* Support repeat purchases and referrals while maintaining the trust and quality of

the community experience.

* Coordinate carefully with retail partners and internal teams to respect existing

customer relationships and agreed channel arrangements.

* Distinguish community engagement from immediate buying intent and manage

both appropriately.

8. Reporting and Continuous Improvement

* Prepare a concise monthly dashboard covering programme activity, engagement

and commercial contribution.

* Report on database quality, participation, customer feedback and outstanding

follow-up.

* Identify which activities are building stronger relationships and which need

improvement.

* Recommend practical changes based on evidence, rather than focusing only on

contact-list growth.

Ideal Candidate Profile

Ideally 4–7 years in one or more of the following:

* Client relations or clienteling within fine jewellery, luxury fashion, watches or

premium lifestyle brands.

* Membership management within private clubs or established communities.

* Guest relations or personalised service within luxury hospitality.

* CRM and retention roles involving substantial direct customer interaction.

Candidates should demonstrate personal ownership of relationships and follow-

through, alongside experience managing a structured programme or database.

Required Skills and Attributes

* Excellent interpersonal skills and the ability to build trust with discerning customers.

* Strong written and spoken English.

* Warmth, discretion, maturity and sound judgement.

* Understanding of luxury service and personalised client attention.

* Strong organisational skills and consistent follow-through.

* Practical familiarity with CRM platforms, segmentation, reporting and

communication tools.

* Ability to write polished, natural messages that do not feel generic or overly

promotional.

* Commercial awareness without an aggressive sales approach.

* Confidence coordinating across creative, marketing, sales and external partners.

* Ability to work independently and take responsibility for execution.

* Comfort supporting international stakeholders and occasional events across

agreed working hours.

Success Measures

Targets will be agreed with leadership. Performance should be assessed through a

balanced set of measures:

* Growth in relevant, engaged subscribers and members.

* Quality and completeness of CRM records.

* Timeliness and consistency of onboarding and follow-up.

* Member participation, response rates and event attendance.

* Customer satisfaction and quality of feedback.

* Reactivation of inactive relationships.

* Qualified appointments, enquiries and referrals generated.

* Repeat purchases and revenue influenced by the programme.

* Delivery within agreed budgets and timelines.

Guidance

Need candidates who combine personal relationship-building ability, luxury service

standards and CRM discipline.

A background limited to social media management, digital advertising, database

administration or event logistics will not, on its own, meet the requirements of this

role.

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