Global Head of Personal Shopping & Client Relations @MR PORTER in London

MR PORTER is the men’s luxury style destination. Since 2011, it has offered customers a curated assortment of fashion, fine watches, grooming and lifestyle products from the world’s most coveted designers. It delivers exceptional quality with private label, Mr P., and market-leading exclusive capsule collaborations with brand partners. MR PORTER creates unique experiences for its EIPs (Extremely Important People), with first access to products, a dedicated personal shopper and invitation-only benefits. Through content across all its platforms, it provides expert styling advice, immersive storytelling, and profiles inspiring men, places and products. Consciously Crafted, its responsible product curation, supports customers to shop with a focus on conscious consumerism. MR PORTER Health In Mind, its long-standing initiative in partnership with Movember, raises awareness of men’s mental and physical health. MR PORTER is part of LuxExperience, the leading digital, multi-brand luxury group.

Location: London Westfield

Reporting into: Customer Director MR PORTER

Benefits:

• Performance bonus schemes dependent on the type of role you are in
• A pension that both you and the company contribute to
• A portal with an array of discounts on things like theme park and cinema tickets
• Our famous staff discount along with exclusive staff sales
• Private healthcare for you and your family
• Flexible working
• A chance to be part of a fun and caring team that support each other

Responsibilities:

• Client Engagement & Loyalty: Build and maintain high-value, long-term relationships with EIP clients, delivering a personalized luxury experience across all touchpoints and curating exclusive events, activations, and experiences.
• Retention Strategy & Insights: Leverage customer insights and data to design engagement and retention programs that drive both emotional connection and commercial impact.
• Personal Shopping Leadership: Lead the global Personal Shopping (UK, US, APAC, MENA), defining strategy, managing performance, budgets, and incentives, and ensuring best-in-class client experiences.
• Team Development: Recruit, train, and develop Personal Shoppers, implementing tools and processes that drive performance and retention while maintaining service excellence.
• Client Acquisition & Market Development: Execute a global client acquisition strategy, focus on key markets (especially US), build relationships with tastemakers and brand advocates, and identify luxury lifestyle opportunities to grow EIP presence.
• Cross-Functional Collaboration: Work with CRM, Partnerships, E-commerce, Buying, Brand, and Creative teams to embed client needs, shape product strategies, and deliver seamless, client-first experiences.
• Innovation & Competitive Edge: Monitor market trends and competitor activity, propose initiatives and tools to elevate service, and secure leadership support for projects that enhance the EIP customer journey.

Qualifications:

• Luxury Expertise & Customer Focus: Proven sales experience with deep understanding of the luxury menswear customer, strong product knowledge, and expertise in clienteling, loyalty, and retention.
• E-commerce & Commercial Acumen: Experience in customer-facing or customer-focused roles within e-commerce, with strong commercial awareness and analytical skills to interpret performance data and inform decisions.
• Global Project Delivery: Demonstrated ability to lead large-scale, international projects that enhance the customer journey and deliver measurable impact.
• Strategic & Creative Thinking: Ability to generate innovative ideas that elevate service, enhance experiences, and position MR PORTER as a market leader.
• Leadership & People Management: Proven experience leading and developing teams across multiple regions, with strong interpersonal, communication, and relationship-building skills.
• Results-Oriented & Solutions-Focused: Self-starter with a track record of delivering against objectives, managing challenges effectively, and driving continuous improvement in processes, tools, and performance.
• Professionalism & Brand Passion: Discreet, highly organized, and professional, with a genuine passion for MR PORTER, its values, and its global luxury customer.

From the moment you join the LuxExperience Group we are committed to making your journey with us inspirational and evolutionary. If you are passionate, committed and thrive in a collaborative and fast-paced environment, then please apply with a CV.

LuxExperience is an equal opportunities employer, we encourage people with a diverse range of backgrounds to apply. We recognize and celebrate the benefits that diversity brings to our workplace, our business and our customers. We welcome and will consider all applications regardless of race and nationality, religion, color, sex, pregnancy or related medical conditions, parental status, sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or any other legally protected characteristics. If you require any reasonable adjustments to complete your application, please do not hesitate to advise us accordingly.

Experience Level: Mid-Senior level

Workplace Type: Hybrid