Head of Private Client Management

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