Elsa Schiaparelli instilled a creative spirit in 20th-century fashion with her inventive imagination and revolutionary vision on sportswear, Haute Couture, art, fragrance, and ordinary elements turned into elaborate creations. Her iconic collaborations with artists like Dalí, Cocteau, Man Ray, and Giacometti became legendary.
Nowadays, the Maison Schiaparelli cultivates this incredible heritage, offering women of the 21st-century the essence of a bold style and timeless allure.
Role and Key Responsabilities :
The Store Director drives the point of sales on all aspects throughout the support of the headquarters departments including team management, client experience, operations, CRM and clienteling, HR, business relations with Harrods.
He/she enhances the profitability of the Boutique, expands the traffic in an excellence and results orientation.
Client Development & CRM Leadership
* Lead the boutique’s CRM strategy, ensuring consistent growth of the client base and depth of engagement across VIC, top clients, and aspirational tiers.
* Leverage existing client portfolios and personal relationships with HNWIs and the London socialite scene to initiate and nurture high-potential relationships.
* Personalise outreach and follow-up strategies, ensuring each interaction is memorable and aligned with Schiaparelli’s exceptional standards.
* Own and develop a robust personal client book, while supporting Sales Advisors in developing theirs.
CRM & Client Base KPIs Ownership
* Take ownership of all CRM-related KPIs and reporting, in coordination with HQ and Harrods CRM teams.
* Monitor and drive key indicators including:
* Client database growth (new client acquisition)
* Retention rate and repurchase rate
* VIC conversion and elevation of aspirational clients
* CRM coverage (number/quality of interactions logged, contact frequency)
* Personalisation rate and effectiveness of outreach campaigns
* Percentage of sales via Private Appointment vs walk-ins.
* Set monthly and quarterly CRM targets for the team, ensuring actions are aligned with client segmentation and sales goals.
* Analyse data to identify client potential, lapsing clients, and opportunities for tailored activations or product focus.
* Champion a “CRM-first” culture, making client knowledge, follow-up, and relationship building a daily priority.
* Partner with HQ and marketing for the localisation of global client engagement initiatives, tailoring content and strategies to the London clientele.
Client Experience & Selling Ceremony Excellence, according to the global strategy and the Retail Department guidance
* Participate to the Schiaparelli selling ceremony, rooted in storytelling, artistic references, and emotional intelligence.
* Guide the team to be curious and empathetic—encouraging discovery of client lifestyles, values, and passions to build lasting symbiotic relationships.
* Infuse every interaction with authenticity, refinement, and narrative depth, positioning Schiaparelli as a house of meaning, not just product.
Coaching, Development & Training
* Act as a daily mentor and floor coach, delivering real-time feedback, performance dialogues, and individual action plans to drive team growth.
* Organise and supervise monthly training moments on CRM, clienteling techniques, and storytelling.
* Educate the team on the local art, fashion, and cinema landscape to enrich client interactions with cultural relevance and conversational finesse.
* Foster a team mindset of excellence, curiosity, and cross-functional support.
Events, Activations & Partnerships
* Support the planning and flawless execution of in-store and off-site client engagement events, including couture previews, private appointments, and London-based activations.
* Maintain strong relationships with cultural connectors, personal stylists, and private client teams both within and outside Harrods to open new client channels.
* Identify new opportunities in the London scene—galleries, galas, film premieres, and beyond—to position Schiaparelli among tastemakers.
Boutique Management
* Recruit onboard and maintain the talents with the support of the HQ team and the Assistant Store Director
* Peolple review and daily management
* Empowered the team and the client experience in an excellence orientation and a continus upgrade of the level of service and experience
* Staff scheduling, payroll preparation
* Conduct store walkthroughs, performance reviews, and boutique visits with HQ, Regional, or Artistic leadership when required.
* Insure compliance with local rules, with the support of HQ and consultants
* Monitoring inventories and guarantee the stock regularity
* Insure the best display according to the business strategy, avalaibilities …
Reporting
* Financial reports
* Business reports
* Product reports
Requirements :
* Experience as a Store Director for a luxury fashion brand with a high portfolio of clients
* Proven track record in building and maintaining strong client relationships as well as recruiting new clients
* Strong experience in initiating and hosting local events
* Additional languages will be an added value but not essential
* Creative commercial driver with a strong results-oriented mindset
* Ability to work varied hours/days, including weekends, and holidays as needed
* Proven effectiveness in a team environment, contributing ideas and supporting team members
* Agile manager, able to multitask in a fast-paced environment and adapt to different roles based on business needs
* Excellent interpersonal, communication, and presentation skills
* Knowledge of Harrods environment