Head of Personal Shopping
On-siteLondon, England, United Kingdom
Job Summary
Lead the growth and performance of the Personal Shopping function by driving sales, margin, and client engagement across digital and physical channels. Interpret data and performance insights to identify opportunities, define department KPIs and OKRs, and deliver strategic initiatives that improve operational efficiencies. Own the department P&L, including forecasting, budgeting, and commission reporting, while strengthening brand awareness through social media partnerships and innovative client engagement. Manage stock movement, oversee systems implementation, ensure full compliance with policies, and build strong cross-functional relationships with Digital, Marketing, Retail, and Commercial teams. Travel nationally to support, train, and implement initiatives across the FLANNELS estate.
Required Qualifications
- Minimum 5 years' experience in Personal Shopping within a luxury consumer sector
- Proven experience in leading and developing high-performing teams
- Strong analytical capability, with the ability to interpret data and adapt strategies across different locations
- Collaborative approach with the ability to influence key stakeholders and drive change
- Demonstrated success in delivering strategic initiatives and long-term improvements
- Passion for digital channels and understanding of how they integrate with retail operations
- Experience supporting new store or Personal Shopping suite openings
- Strong communication, interpersonal and negotiation skills
- Solutions-focused, with the ability to work at pace and meet deadlines
- Proficient in Microsoft Office (Word, Excel, Outlook) and CRM/clienteling systems
- Must be based at London, Oxford Street headquarters or one of our flagship locations across the UK outside of London
- Must be available for national travel to support, train and implement Personal Shopping initiatives across the FLANNELS estate
Desired Qualifications
- An existing client book is highly desirable
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