Senior Personal Shopper

Luminaire is looking for a highly motivated individual with strong organisational and interpersonal skills who is comfortable working in a fast paced, start-up environment. The Senior Personal Shopper role is integral to the smooth running and operations of the Luminaire private client business.  The candidate will build and maintain a loyal base of high-value private clients and engage with them directly to drive sales. Candidate should be able to work independently with minimal supervision but with a high level of direction from the leadership team. The role will also involve exposure to many other parties within the multi brand business and requires thoughtful and tactical communication strategies at all times.

Purpose of Role:

The Senior Personal Shopper role is pivotal to the private client business and is expected to:

• Manage client relationships to provide personalised luxury shopping experiences with a view to generating maximum sales and promoting customer loyalty by delivering client edits, proposing experiences and working with brand partnerships to research, source and find products to satisfy clients’ needs.
• Manage and support the existing book of private clients including celebrities and high net worth individuals and identify high value clients already in the database to grow and nurture.
• Acquire and develop new clients: originate and develop new client relationships.
• Work alongside the Operations Manager to develop seamless processes for client management and transactions and ensure key sales KPIs are achieved.
• Be fashion savvy, understanding trends and able to identify the most sought after pieces from existing partners to maximise revenue.
• Be visible and become Luminaire’s Brand ambassador for private shopping clients.

Key Responsibilities (include but not limited to):

• Manage the whole customer journey from sending proposed edits, setting up appointments, assisting clients in selecting the right products, offering suitable styling advice, taking orders, following up to make sure they received their pieces, gathering feedback and setting up future selling opportunities.
• Design individual client development plans based on specific client needs to personalise their experience and strengthen key relationships.
• Monitor sales performance and analyse results to drive sales targets.
• Ensure that all operational and fulfilment processes are adhered to guarantee an appropriate “white glove service” and identify improvements to ensure the best service is provided.
• Capture quantitative and qualitative client data to enhance our electronic database with the purpose of tailoring and improving individual customer's experiences.
• Identify trends on data gathered relating to customer sentiment, interests and preferences and feedback to the rest of the team.
• Introduce new customers to Luminaire by converting existing leads and creating new leads.
• Become a Luminaire Brand ambassador and be visible to clients, including travelling for pop-up showrooms/ trunk shows and, in exceptional cases, visiting very high value clients.
• Drive your product knowledge by keeping up to date with fashion trends, updating yourself on products and searching out relevant information on products.
• Keep up to date with market trends, understanding forthcoming customer initiatives and monitoring what competitors are doing.
• Actively propose ideas to optimise current business and improve the overall performance.
• Influence and engage through networking to build the brand identity.

Qualifications and Experience:

Minimum 5 years’ experience in luxury retail and personal shopping

• Minimum bachelor’s degree preferred.
• A deep understanding of luxury fashion brands.
• Outstanding written and verbal communication skills.
• Excellent selling skills, achieving very high sales without being perceived as pushy.
• A commitment to achieving and exceeding targets whilst focusing on customer needs and experience.
• Passion for client service creating a forward looking retail vision to generate unique solutions.
• Wide and deep network of connections with clients and highly adept at making and maintaining new connections.
• Strong experience with collaborating and influencing cross-functional teams.
• Articulate and well mannered, but with a “spark” in personality.
• Multi-cultural and multi-lingual a big plus – with fluent English and most value placed on French, Italian, Japanese and Chinese.