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Head of Private Client Management

Employer
Luminaire
Location
London (Central), London (Greater) (GB)
Closing date
6 Nov 2022

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Function
Retail
Level
Senior Manager
Contract Type
Permanent
Hours
Full Time
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Job Details

Luminaire is looking for a highly motivated individual for the role of Head of Private Client Management to act as a Brand Ambassador, build and maintain a loyal base of high-value private clients and engage with them directly to drive sales.

RESPONSIBILITES

  • Develop and implement a strategic approach to private client management, including target customer groups, client management approach, service strategies to improve customer experience and loyalty
  • Identify high value clients from the registration database and in your own network and originate and maintain client relationships
  • Set up appointments with high value clients, assist them in selecting the right products, offer suitable styling advice and take orders
  • Follow up with the clients to make sure they have received their orders and engage with them to make sure they are happy and take any feedback they may have
  • Build an electronic database of high value clients, capturing additional information that can be used to tailor and improve their individual customer experience
  • Design individual client development plans based on specific client needs to personalize their experience and strengthen key relationships
  • Ensure that private clients receive the appropriate “white glove service” in fulfilment
  • Capture useful feedback and insights about what has satisfied, delighted and frustrated clients, what their general interests and preferences are, and feed this into team members
  • Travel for pop-up showrooms/ trunk shows and, in exceptional cases, visit very high value clients
  • Work collaboratively with cross-functional teams and input into planning and execution of any events or pop-ups
  • Keep up to date with market trends, understanding forthcoming customer initiatives and monitoring what competitors are doing
  • Monitor sales performance, analyse results and input into sales forecasting
  • Actively propose ideas to optimise current business and improve the overall performance
  • Drive your product knowledge by keeping up to date with fashion trends, updating yourself on products and searching out relevant information on products
  • Have an active interest in art, culture and current affairs to enable you to engage with clients on an intellectual level across a broad range of topics Influence and engage through networking internally and externally to build the brand identity


MEASURES OF SUCCESS

  • Private client sales and profits
  • Private client feedback (collected via selected interviews with them and other sources)

QUALIFICATIONS

  • Extensive experience serving very high value luxury fashion clients from across the globe, gained through roles in private client management, personal shopping and/or store/concession management
  • Passionate about contemporary fashion, innovation and culture
  • Experience working with luxury womenswear and leather goods helpful
  • Wide and deep network of connections with clients
  • Highly adept at making and maintaining new connections
  • Excellent selling skills, achieving very high sales without being perceived as pushy
  • Articulate and well mannered, but with a “spark” in personality
  • Multi-cultural and multi-lingual a big plus – with fluent English and most value placed on French, Italian, Japanese and Chinese
  • Managerial experience or potential for building a team over time and leading it
  • Proactive and positive in approach, with ability to tackle issues and identify and implement solutions
  • A commitment to achieving and exceeding targets whilst focusing on customer needs and experience

Company

Luminaire, co-founded by Sukeena Rao and Harriet Quick, launched in late spring 2022 and draws on their expertise in personal shopping and fashion editing respectively. The brand spans a dedicated private client shopping division and a digital platform Luminaireco.com that showcases exceptional finds, style guidance, and masterclasses with the world’s leading industry experts. The mission is to serve an organic community through services, content, and engagement, spotlighting emerging and established talent, and a coveted product edit that is not easily accessed.

The private client arm offers the highest caliber personal service, with a dedicated shopping team available 24-7 for unlimited product sourcing, exceptional wardrobe and style curation and priority access to pre-release capsules and hard-to-access items. The team currently sources for clients across the globe, including business leaders, entrepreneurs, and fashion enthusiasts.

 

Find Us
Website
Location
London
London
United Kingdom
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