Private Shopping Department Manager

Private Shopping at Selfridges is responsible for delivering exceptional service to some of our most valuable and influential clients. Based at 40 Duke, our exclusive Private Shopping destination, the team operates within a fast-paced, high-performing environment where service excellence, operational efficiency and collaboration are key to success.

As a department, we are committed to building long-term client relationships, driving commercial growth and maintaining the world-class standards synonymous with the Selfridges brand.

As a Private Shopping Department Manager, you will play a key role in supporting the Senior Manager in the day-to-day leadership and operation of the Private Shopping business. Leading a team of Private Shopping Assistants, you will be responsible for ensuring operational excellence across the department, delivering seamless support to our top-tier Private Shoppers, Private Client Managers and their clients.

Working closely with Operations, Concierge and wider business stakeholders, you will oversee administrative planning, reporting, compliance, transactional processes and team performance, ensuring the department operates efficiently and consistently while maintaining exceptional service standards.

As Private Shopping Department Manager you will:

• Lead, manage and develop a team of Private Shopping Assistants, setting clear objectives, monitoring performance and providing regular coaching and feedback.
• Manage team productivity, performance and departmental KPIs, ensuring the Assistant team delivers an exceptional level of support across the Private Shopping business.
• Oversee scheduling, rota planning, resource allocation and administrative activities to support the effective running of the department.
• Support transactional processes including cash handling, payment administration and associated operational controls, always ensuring accuracy and compliance.
• Produce and analyse daily and weekly trade reporting, providing insights and updates to the Senior Manager and wider leadership team.
• Work closely with the Senior Manager to support the delivery of departmental objectives, projects and business initiatives.
• Partner with Private Client Managers, Private Shoppers, Concierge and Operations teams to ensure a seamless client and colleague experience.
• Act as Duty Manager for 40 Duke Street when required, ensuring operational standards are maintained and issues are resolved effectively.
• Conduct compliance and operational audits, ensuring all processes remain aligned with company policies, trading standards, health and safety legislation and security standards.
• Support the wider department wherever required, demonstrating flexibility and a hands-on approach to ensure business needs are met.
• Build and maintain strong relationships across the business, collaborating with key stakeholders to drive operational excellence and continuous improvement.

How you’ll do it... you will be:

• An operational expert - You are highly organised and thrive in a fast-paced environment, ensuring processes, reporting and departmental operations run efficiently and effectively.
• A people leader - You have experience leading and developing teams, creating a culture of accountability, engagement and continuous improvement.
• A strong communicator - You build effective relationships with colleagues and stakeholders at all levels and can confidently communicate priorities, challenges and solutions.
• Detail-oriented - You have a strong focus on accuracy and compliance, ensuring operational processes and reporting are delivered to a consistently high standard.
• Flexible and collaborative - You are willing to support wherever required and work closely with the Senior Manager, Assistant team and wider department to achieve shared goals.
• Commercially aware - You understand how operational excellence supports business performance and use reporting and insights to help drive informed decision-making.
• An example of our values - A trusted and respected colleague who demonstrates professionalism, accountability and a commitment to delivering excellence.

KPIs:

• People - Assistant team performance and productivity, Absence management, Retention and engagement, Completion of development objectives
• Operations - Accuracy and timeliness of reporting, Compliance and audit outcomes, Transactional accuracy and process adherence, Scheduling and resource planning effectiveness
• Service - Operational support of Private Shopping service standards, Stakeholder feedback, Effective execution of client and business requests

This guide represents a summary of the role; however, all team members are expected to be flexible in the work they undertake and department location, which may change from time to time according to the needs of the business.