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Head of Personal Shopping

36 Poland St, London W1F 7LU
Up to £75000 per annum + benefits
Closing date
28 Dec 2022

View more

Sales & Business Development
Senior Manager
Contract Type
Full Time
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Job Details

Company Description

FLANNELS Personal Shopping team is on the hunt for a dynamic Head of Personal Shopping. A brand-new role in the business, the Head of Personal Shopping will lead a newly formed team with a fearless approach to delivering the best personal shopping experience in the business. A confident individual who holds true expertise in VIC sales, they’ll be exceptionally skilled and experienced in delivering a high-level service, focusing on client acquisition and retention. With a data-driven and analytical mind, they’ll work to consistently coach, nurture and lead all members of the Personal Shopping team, ensuring FLANNELS approach to New Luxury is always front of mind.

Job Description

  • Lead a team of personal shoppers and motivate a team to drive sales
  • Skilfully interpret analytics and strategies in order to hit or exceed targets, analyse target customer groups, client profiles and implement strategy to develop sales year-on-year
  • Create and maintain customer profiles strategy. Use these profiles and current trend awareness to provide bespoke recommendations to each client
  • Coaching your team on appropriate sales and client-interaction techniques
  • Building relationships with existing clients and engaging new clients. Find innovative ways to enhance customer loyalty
  • Provide a seamless luxury shopping experience with exceptional customer service
  • Develop styling strategies and translating these into actionable tasks for your team in order to drive sales and maximise client satisfaction
  • Manage the reporting of commissions
  • Maintain the connection between Personal Shopping, Stylists (and Style and Collect service) and Social Shopping teams. Support and advice team members on innovative plans for client engagement and building brand awareness
  • Act at all times as an advocate of Flannels, ensuring company philosophy is at the heart of all interactions with clients and extends across business internally
  • Achieve yearly targets and service KPIs
  • Confidently dealing with internal group divisions, like Logistics, Retail Insights, Senior Leadership, Marketing and PR, Brand Partnerships, E-commerce


  • Excellent sales knowledge and customer first approach
  • Strong knowledge and experience with managing and motivating a team towards a common goal
  • Minimum 5 year’s experience with personal shopping across a luxury consumer sector, with an existing client book (as a plus)
  • Proven previous experience working within a sales target driven environment
  • Outstanding written and verbal communication skills (fluency in English both written and spoken) along with excellent customer service, negotiation and interpersonal skills.
  • Strong work ethic and natural ability to think outside the box and problem solve to strict deadlines
  • An eye for detail and outstanding organisational skills are essential
  • Interest in global fashion trends and the luxury market
  • Proficient in MS office, including, Word, Excel, Outlook, CRM & Clienteling system

Additional information

An opportunity like this at Frasers is for the fearless. The potential is massive, the experience unrivalled. To be able to make the most of it you need to live and breathe our principles:

  • Think without limits and take the team with you
  • Own it and back yourself
  • Not hesitate and act with purpose
  • Be commercial and customer-focused.


Flannels is one of the UK's leading luxury retailers, specialising in contemporary men’s and women’s designer clothing, footwear and accessories.

Founded by Neil Prosser in 1976, Flannels boasts a brand portfolio that includes Gucci, Dolce & Gabbana, Saint Laurent, Prada, Givenchy, Moncler, Jimmy Choo, Stone Island and Kenzo. Over that last 40 years Flannels has grown rapidly with stores opening in leading UK cities including Manchester, Liverpool, Leeds, Birmingham, Nottingham and Cardiff.

Flannels continuously strives for excellence, sourcing key pieces and collections from the world’s most iconic brands alongside new and exciting designers. The cool, spacious and minimal interiors of the stores allow each carefully selected brand to have their own identity, reflecting the company’s philosophy in the importance of individualism and attention to detail. By providing impeccable customer service in a unique setting, Flannels has created a benchmark for luxury retailing.

An established worldwide online luxury retailer, has been designed as an extension of an already successful business, offering the same iconic designer brands as the stores. With the latest designer fashion at your fingertips, it has never been easier to perfect your style, choosing from a coveted selection of leading international and cutting-edge labels.

Find Us
19-20 Berners Street
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