From Transformation to Trusted Partner (Luxury Retail Brand)
Challenge
A well-established British luxury retailer was in the middle of a significant overhaul of their customer technology landscape. CRM had been identified as a critical enabler across sales, service, and marketing, but a legacy platform, previous failed implementations, and complex integration requirements across eCommerce, ERP, and customer data systems made this a particularly demanding programme to get right.
CVM People were brought in as part of the broader transformation effort, supporting assessment, platform selection, and delivery of a new CRM environment. Through that work, we developed a deep understanding of the business: its customer journeys, its technical ecosystem, and the stakeholder dynamics across the organisation.
When the programme reached a point of stability, a new requirement emerged: the business needed a permanent CRM Product Owner who could take ownership of the roadmap and carry the function forward long-term. Given our unique dual service proposition, we were uniquely placed to then support this appointment – ensuring stability long term through delivering BAU recruitment services.
Solution
Because we’d been part of the programme from the outset, we were not starting from scratch. We understood exactly what success looked like, technically, commercially, and culturally.
We ran a focused search for a CRM Product Owner, prioritising candidates with strong product ownership capability within CRM environments, experience managing cross-functional stakeholders, and the ability to balance delivery with long-term roadmap thinking. The permanent hire was made quickly and successfully.
Some months later, the client came back to us. The successful candidate was due to go on maternity leave, and the business needed a trusted interim to maintain momentum. With our existing knowledge of the role, the team, and the environment, we were able to move at pace, placing a high-quality interim Product Owner within weeks, with no disruption to the CRM roadmap or the wider transformation programme.
Results
Two successful placements, permanent and interim, delivered at pace and without compromise on quality. The CRM roadmap continued uninterrupted, stakeholder confidence was maintained, and the partnership deepened as a result.
Candidate Testimonial
Product Owner, Customer Management
“Charntel contacted me about a new role and worked with me through to successful placement. Throughout the process she was warm, friendly, reliable and thorough. I felt totally comfortable and supported by Charntel and would definitely work with her again.”
