Personal Shopper

Disruptive, unexpected and revolutionary in our own way... Browns changed the course of retail and fashion history forever when it opened in 1970. Born in London but celebrated globally, we're the one-stop shop for the best luxury fashion including established designers and emerging talent; renowned for our influence in fashion and style, and our innovative approach to retail and high-level service. Powered by Farfetch, we continue to disrupt the retail landscape to deliver a global luxury shopping experience of the future, championing creativity and originality. Our people are at the heart of everything we do. Together we are here to make a difference and to spread kindness. We welcome differences, empower individuality and celebrate diverse skills and perspectives, creating an inclusive environment for everyone.

THE ROLE

We are seeking an experienced, dynamic professional Personal Shopper to join our team. The ideal candidate will have a passion for luxury fashion, an exceptional eye for style, and a proven track record of delivering personalised shopping experiences that exceed client expectations and drive profitable revenue. The Personal Shopper will be responsible for building, maintaining and growing strong client relationships, providing expert style advice, and driving sales through active engagement with “walk‑in” customers, their existing client base and assigned clients across all sales channels including physical and digital delivering a humanised, elevated and differentiated experience. Based at the Browns Boutique in Mayfair, the Personal Shopper will deliver a robust end to end customer journey across key customer segments including walk‑in customers, independent stylists, and high value local and international clients. A strong, current personal client book is expected to transition into Browns with the successful candidate.

WHAT YOU'LL DO

• You will work collaboratively with the Client Development Manager, Business Development Lead, and other key stakeholders across the business to drive impressive client engagement and sales performance.
• You will build and maintain a loyal high value client base through excellent intuitive service, pro‑active communication, and strategic outreach delivering strong results across client acquisition, retention and growth, increasing high margin.
• You will proficiently use and maximise all tools, systems and platforms available to deliver a compelling and consistent service proposition to all clients, including D365, Salesforce, Storm, Power BI, Lookr, Excel etc.
• You will identify growth opportunities via client, territory and / or product category, using your initiative to propose ideas to improve client acquisition, retention and growth.
• You will acquire new clients via boutique and bf.com traffic, Social Media and working with the Business Development lead.
• You will be focused on developing and growing your client base via Personal Shopping Appointments (IRL & Virtual), live shopping and ongoing engagement and outreach.
• You will position yourself as an ambassador for Browns, attending and hosting events and activations to establish and grow strong relationships with your clients.
• You will assume full responsibility for your clients E2E experience from client outreach / onboarding through selling and order fulfilment including returns and customer care.
• Assist in organising and hosting exclusive client events, trunk shows, and private shopping appointments, also generating and featuring in Browns content.
• Handle special requests and bespoke orders with attention to detail and a high level of customer service.

WHO YOU ARE

• You have a proven track record in luxury fashion with impressive sales performance.
• You have an excellent track record in delivering and exceeding objectives.
• You are results focused, and self motivated, taking ownership of your performance and potential with ability to understand base commercial data and information.
• Proactive, self‑motivated, and professional able to work independently and autonomously as well as part of a team.
• Exceptional interpersonal and communication skills.
• You are a capable and confident communicator and host, comfortable with 1:1 outreach, public speaking and event participation.
• You are able to engage with people across multiple geographies, cultures, and industries building and maintaining long‑term client relationships.
• You demonstrate a passionate approach to client experience, engaging with customers both remotely and face‑to‑face.
• You have, and continue to build a strong knowledge of luxury fashion brands, designers, and trends.
• You are passionate about product and proactive in communicating key trends, newness etc. to clients.
• Excellent organisational skills and attention to detail.
• Proficient in using retail management software and client relationship management (CRM) systems.
• You are analytical with a keen eye for detail with an ability to multitask across selling, customer experience, operations, logistics and customer care etc.
• You have a continuous improvement mindset, focused on efficiency, detail.
• Flexibility to work weekends, holidays, and during peak shopping periods.