As a Personal Shopping Manager, you will be responsible for managing a team and department focused on delivering exceptional service. Providing a bespoke experience to customers from all over the world, our products are exceptional, and so is the service that accompanies them.
As Personal Shopping Manager, you will:
1. Generate ideas and implement plans to develop business opportunities and drive productivity, sales, and profit.
2. Role model and deliver an exceptional personalised service to all customers. Set and continuously monitor service standards, motivate the team to achieve them, and take proactive action to address any issues.
3. Demonstrate a commercial mindset and outlook to stay responsive to customer needs, including monitoring external factors and competitor activity.
4. Create and take ownership of a clear plan to deliver results on time. Be accountable for sales and profit targets, considering both short and medium-term opportunities, and ensure budget and payroll are in line with the plan.
5. Manage and lead your team by providing regular feedback and coaching. Recognize talent and development areas, creating plans to progress your team using available tools.
6. Collaborate with various functions, from B&M to review information in line with trends and requests, fashion workroom to monitor all tailoring needs, and concessions to deliver client requests. Build and maintain relationships throughout the business.
7. Ensure that the division is fully compliant at all times with trading standards legislation, health & safety legislation, and security standards.
A bit about you
* A sales and service expert. You know how to deliver exceptional service and cultivate client relationships, leading and coaching your team to do the same.
* Commercially astute. You are responsive to customer needs as well as market and competitor trends. You take opportunities to improve performance by creating and owning a clear plan to deliver results.
* A great communicator. Friendly and confident in your manner, you excel in the relationships you build with customers, team members, stakeholders, and concessions.
* A natural leader. Coaching team members to drive performance and enable change, as well as supporting development.
* A team player. Bringing ideas and sharing best practices with the senior management team, whilst supporting others as appropriate.
* Collaborative. Working flexibly as part of the management team, you will support projects and cross-functional meetings as appropriate.
* An example of our values: a trusted and respected colleague.
KPIs:
* Sales - Total OB and concession sales (LY and Plan)
* Service – NPS score
* People – Absence, turnover, engagement, and pulse surveys
* Payroll – Cash and percentage to sales
This guide represents a summary of the role; however, all team members are expected to be flexible in the work they undertake, which may change from time to time according to the needs of the business.
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