Personal Shopper (Digital)

Job Purpose

The Personal Shopper will be responsible for establishing, maintaining, and growing a portfolio of clients while ensuring excellent customer service and delivering outstanding sales-driven results. This role involves initiating and driving a specialist and personalized selection for exclusive customers and contributing to maximizing customer satisfaction and loyalty.

Functional Roles and Responsibilities

• Building a personal relationship with the business's top-tier customers on a regular basis to strengthen brand and personal loyalty and drive sales.
• Formulating and maintaining an updated database of top clients, readily available when needed by management.
• Providing advanced knowledge of products, trends, and professional service to VIP clients.
• Identifying the needs of the customer and recommending a range of products to choose from to arrive at an appropriate buying decision.
• Ensuring that sales leads are identified and prioritized and creating and implementing new selling ideas to ensure sales targets are met.
• Maximizing pre-sales opportunities through customer communication and waiting list management.
• Assisting VIP clients with all customer service inquiries via phone, email, chat, and social media, and providing support to the customer care team to resolve VIP customers’ issues as necessary.
• Using profiles and customer shopping patterns to identify proactive sales opportunities and build lasting relationships with customers.
• Understanding customer profiles and feeding back to Marketing, Buying, and Merchandising teams on current consumer trends.
• Working closely with Buying, Planning, and Digital Merchandising teams to ensure maximum knowledge of forthcoming stock availability for customer benefit.
• Collaborating with the CRM team to develop communications to support Personal Shopping sales (e.g., capsule pre-order, thematic email like Ramadan).
• Partnering with the Styling Team to work season ahead with collections and style recommendations.
• Communicating any waiting list/customer request patterns to Buying and Digital Merchandising Teams and completing highlights and key points for weekly management reports.
• Ensuring sales targets and customer service KPIs are met and providing strategic action plans if challenges in meeting goals are anticipated.
• Following networking strategies to develop and enhance the client base.
• Maintaining a general level of market competitor awareness online and offline through reference to other websites and editorial.