This vacancy is based at our London, Oxford Street headquarters; however, we are also open to candidates being based from one of our flagship locations across the UK outside of London.
FLANNELS Personal Shopping is seeking a strategic Head of Personal Shopping to lead and evolve its proposition. This is a high‑profile role within the business, responsible for driving innovation, identifying commercial opportunities, and delivering a world‑class service and experience for our most valued clients.
We are looking for a confident individual with proven expertise in high‑net‑worth client acquisition, retention, and development across both digital and physical channels.
Consistent high performance will be key, alongside driving excellence across both back‑of‑house operations and front‑of‑house service standards. A data‑driven, analytical mindset combined with a strong customer focus will ensure the FLANNELS vision of New Luxury remains at the forefront of the Personal Shopping experience.
Responsibilities
* Work closely with the Personal Shopping Digital & Marketing Manager and wider team to drive sales, margin, daily operations, CRM and acquisition strategies
* Interpret data and performance insights to meet or exceed targets, identifying opportunities across client groups and store performance
* Develop and implement strategies to grow sales and contribution year‑on‑year
* Strengthen operational efficiencies across the Personal Shopping function, ensuring consistency across all locations
* Drive awareness of Personal Shopping across social media channels in partnership with relevant teams
* Define, track and deliver team KPIs and department OKRs
* Lead the implementation, training and ongoing management of systems, processes and policies
* Ensure full compliance with FLANNELS policies and standards
* Own department P&L, including forecasting and budgeting
* Collaborate with Brand Partnerships, Commercial, Digital, Retail and Customer teams on overall strategy
* Oversee commission reporting and ensure accuracy
* Manage stock movement effectively to support commercial performance
* Maintain strong alignment between Personal Shopping, Stylists, Social and PR teams
* Support innovative client engagement initiatives and brand awareness activity
* Act as a brand ambassador, ensuring FLANNELS values are reflected across all client and internal interactions
* Build strong relationships with internal departments, including Logistics, Retail Insights, Marketing, PR, E‑commerce and Senior Leadership
* Travel nationally to support, train and implement Personal Shopping initiatives across the FLANNELS estate
Qualifications
* Minimum 5 years’ experience in Personal Shopping within a luxury consumer sector
* An existing client book is highly desirable
* Proven experience in leading and developing high‑performing teams
* Strong analytical capability, with the ability to interpret data and adapt strategies across different locations
* Collaborative approach with the ability to influence key stakeholders and drive change
* Demonstrated success in delivering strategic initiatives and long‑term improvements
* Passion for digital channels and understanding of how they integrate with retail operations
* Experience supporting new store or Personal Shopping suite openings
* Strong communication, interpersonal and negotiation skills
* Solutions‑focused, with the ability to work at pace and meet deadlines
* Proficient in Microsoft Office (Word, Excel, Outlook) and CRM/clienteling systems
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