Purpose of the role
Responsible for Private Clients for Phoebe Philo, this role involves:
* Maintaining and Developing the private client sales experience, developing and implementing a specific, bespoke approach to private clients which is in line with the Phoebe Philo house image and culture
* Acting as a Phoebe Philo house Ambassador to build and maintain a loyal base of high-value private clients
Responsibilities
Private Client Experience
* Implement a specific, bespoke approach to private client management, including curation of potential client groups, client management approach, service strategies to improve client experience
* Capture feedback and insights about what has satisfied, delighted and frustrated clients, what their general interests and preferences are, and feedback across departments to improve and optimise the private client experience
* Build direct relationships with private clients and, when required, travel to clients to present collection edits and provide advice on fitting and styling.
* Host private clients during collection consultations either in person or virtually, ensuring the product is presented in line with Phoebe Philo house culture at all times
* Design individual client plans based on specific client needs to tailor their experience and strengthen key relationships
* Work with the technology and operations teams to continuously improve the private client journey
* Ensure regular communication with full data base on product novelty, key moments for the Brand, important events, and clients’ personal key moments celebrations.
Brand Ambassador
* Embody the Phoebe Philo house culture for customers and the private client team, instilling passion and pride in the work
* Build an expert level of product knowledge and insight into the collections, sharing this confidently with clients and advising them on fabric, construction, fit and styling as required
* Keep up to date with market trends, understanding forthcoming customer initiatives and monitoring competitors
* Work collaboratively with cross-functional teams and input into planning and execution of any curated events, and host clients during the events
Back Office
* Monitor private client sales performance, analyse results to propose action plans and improve overall performance
* Manage private client stock levels to monitor availability, prioritization and allocation across the client base
* Put together and Receive deliveries for clients ahead of appointments, help other team members during quieter times with needed operational topics
Qualifications, Skills, Experience Required
* Extensive experience serving a global network of individuals and ambassadors engaged with luxury, gained through roles in private client management, personal shopping and/or boutique management
* Specialist knowledge of luxury product, preferably in the womenswear and leather goods arena
* Wide and deep network of connections with clients that are interested in Phoebe Philo
* Be comfortable and skilled in selling through digital channels with a strong understanding of key social channels and IT tools (internet, excel, PPT).
* Highly adept at making and maintaining new connections
* An active interest in culture and current affairs to enable you to engage with clients on an intellectual level across a broad range of topics
* A refined, subtle and skillful approach to sales
* Distinctive personality
* Able to present with a personal style appropriate to the Phoebe Philo house culture
* Multi-lingual skills would be an advantage
* Proactive and positive in approach, with ability to tackle issues and identify and implement solutions
* An ability to balance a commitment to business goals with a focus on client needs and experience.