Senior 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

Based at the Browns Boutique in Mayfair, we are seeking an experienced and dynamic Senior Personal Shopper to join our in boutique 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 Senior 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, an existing client base and assigned clients across all sales channels, both physical and digital, delivering a humanised, elevated and differentiated experience. Working from the boutique, you will deliver a robust end to end and 360 degree customer journey across key customer segments including walk in customers, independent stylists and high value local and international clients. A strong and current personal client book is expected to transition into Browns with you.

WHAT YOU'LL DO

• You will work collaboratively with the Client Development Manager and key stakeholders across the business to drive exceptional client engagement and strong sales performance.
• You will build and maintain a loyal client base through excellent service, strategic follow ups and proactive outreach, delivering strong results across client acquisition, retention and growth, increasing revenue while remaining mindful of margins and profitability.
• You will use all available tools, systems and platforms confidently and effectively to deliver a compelling and consistent service proposition to all clients, including D365, Storm, Canva, Shopify and other relevant systems.
• You will identify growth opportunities across client segments, territories and product categories, using your initiative to propose and implement ideas that enhance client acquisition, retention and overall performance.
• You will acquire new clients through boutique and BrownsFashion.com traffic, boutique events and social media engagement.
• You will focus on developing and expanding your client base through Personal Shopping appointments, both in person and virtual, live shopping and ongoing engagement and outreach.
• You will position yourself as a brand ambassador for Browns, attending and hosting events and activations to build strong and lasting client relationships.
• You will take full ownership of your clients’ end to end experience, from outreach and onboarding through selling and order fulfilment, including returns and aftercare.
• You will maintain shop floor visual merchandising standards, ensuring the boutique looks immaculate at all times and reflects Browns’ luxury positioning.
• You will support the Client Development Manager in organising and hosting exclusive client events, trunk shows and private shopping appointments, as well as generating and featuring in Browns content.
• You will manage special requests and bespoke orders with exceptional attention to detail and a consistently high level of client 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.