Help Harvey Nichols deliver the best private shopping experience in the luxury market, both in-store and digitally.
Lead a team of elite private shoppers and ensure that they are developing and cultivating relationships with our most valued customers. Mentor and support your team to create loyalty and drive profitable sales through exceptional customer service and expertise of luxury fashion and lifestyle.
Work with autonomy and take an entrepreneurial approach to overseeing your team and their private client books. Understand our clients’ needs and identify opportunities at both a macro and micro level.
Through inspiring and strong leadership, you will guide your team to exceed their personal sales targets as well as the company’s sales targets and client retention KPIs.
What you'll be doing:
Support and mentor a team of private shoppers and assistants to build Harvey Nichols Private Shopping client base by monitoring client book KPIs, sales vs budgets and identifying opportunities to maximise sales with a focus on protecting margin and growing year on year.
Understand the unique needs of both your local and global clients, and ensure your team are meeting these and providing an incredible service. Regularly check quality of communications and identify potential training needs for shoppers.
Create a happy, empowered, and successful team. As the direct line manager for your private shoppers and assistants you will be required to own all recruitment, onboarding, performance management and HR related queries.
Collaborate with your team, as well as Retail, Buying, CRM, Marketing, Loyalty and Events on activations for our top clients. Sharing client feedback and any trends/opportunities cross departmentally to ensure we are maximising all potential avenues for sales and service.
Support your team with their cross departmental relationships, specifically with Buying, DC and Retail so that our operations are seamless for the clients.
Ensure that all client data is handled in a compliant way and on Harvey Nichols own systems, regularly checking on overall client health KPIs.
Actively drive the Harvey Nichols loyalty rewards app through training, observations, feedback and review of team performance identifying areas for improvement.
Ensure that the visual standards of Style Concierge and Private Shopping adhere to our promise of a sumptuous setting and the aesthetics are maintained to the standards of a 5* hotel.
Ensure the department meets statutory requirements for Risk Assessment standards and that staff are trained on procedures which minimise the risk of injury, illness and damage.
A bit about your experience:
Proven experience of leading large sales team and maintaining the highest standards of customer service – preferably within the luxury retail environment.
Passionate about people and proven experience of creating a collaborative and thriving culture in your team.
Sales and target driven with excellent commercial and financial acumen, and the ability to identify trends and opportunities through data.
A bit about you:
You will have a customer service centric approach
Understanding of the VIP customer
Exceptional team leadership skills
Proactive, organised team player and motivator
Excellent stakeholder manager skills
Face problems and challenges with a positive 'can do' attitude and remain approachable and helpful to others.
Creative and self-motivated
Agile, fast paced, and flexible – every day will be different in this role.
Tech savvy and PC literate - able to maximise both physical and digital experiences.
Show demonstrable passion for fashion and luxury trends and future developments.
Excellent verbal communication skills.
All your hard work, rewarded:
Our colleagues are as important to us as our customers. When working with us you will be introduced to a huge variety of benefits including:
Very generous staff discount plus annual clothing allowance