Personal Shopping Manager

Personal Shopping Manager Delivering world class service to Harrods’ most loyal clients and consistently exceeding their expectations is in our DNA. It goes without saying that our clients expect simplicity, ease, pace and most importantly personalised service, tailored to their needs, when they visit us. As a Personal Shopper, you will pro-actively deliver exceptional sales performance through your world class approach to customer service. Our Personal Shopping department is focused on providing exceptional service levels to ensure that our customers enjoy the best shopping experience through our Assisted Shopping service, to further build their engagement and loyalty. About the Role As we continue to shape our virtual/assisted shopping approach you’ll play a significant part of this as a Personal Shopping Manager. You’ll be passionate about both traditional Retail “on site” sales through service as well as driving pro-active sales, leads and acquisition, through virtual experiences for customers. Below is a snapshot of some of your responsibilities:

• Performance coaching colleagues in your sales team to strive for the best possible performance – with particular focus on helping everyone understand the ‘how’ of the Art of Selling (face to face and virtual) and deliver exceptional sales through service result.
• Assessing and interpreting data, reports, management information and insight to identify trends and shape opportunities to drive performance.
• Routinely making commercial decisions to maximise trade opportunities. With particular focus on remote experiences and pro-active sales generation, customer acquisition, development and retention.
• Fully understand the HNW luxury customer and their lifestyle, by developing one-to-one relationships. You will act as a senior point of point and ambassador of the brand, to further elevate client experience and loyalty to Harrods. This will be achieved through acting on first-hand insights to adapt service proposition, develop engagement initiatives and escalating / resolving areas of concern

About You As a Personal Shopping Manager you will thrive under the fast paced environment of Personal Shopping. Being a genuine people person with an interest in fashion and client relationship management is key. You will also have the following qualities:

• Be a relationship led leader and have proven performance coaching ability, ideally in a fast paced Retail or Hospitality environment.
• A genuine “people person” with a passion for helping others learn and grow. You get a kick out of helping your team members succeed.
• High levels of emotional intelligence and self-awareness and ability to flex your style – not just with your team members but also with our customers and help your team to do the same.
• The ability and confidence to analyse and interpret multiple data sources and take appropriate actions.
• Personally comfortable with ambiguity and change. We’re looking for you to help your team navigate changes across Retail and the business whilst maintaining high levels of engagement.
• Commercially astute, with a drive for results and brave enough to challenge the status quo – in the right way of course.
• Understanding of and a genuine interest in the luxury customer and their needs.
• Can evidence strong relationships with concession partners or equivalent.

About Us Harrods is one of the world’s leading luxury department stores and we’re becoming a destination for top designers, and the most sought-after brands from around the globe. Our combined mission is to make visiting our iconic Knightsbridge store one of the world’s most inspiring shopping experiences. Our Promise to You Help us make the impossible possible for our customers and we’ll do something remarkable for you. As well as offering a friendly environment to inspire your best work, we provide abundant opportunities and support to build an exceptional career across the varied specialisms of our business. In return you’ll receive an excellent benefits package, including a company pension, flexible working, 31 days’ holiday, and your birthday off, up to 33% in-store discount (including across our food hall and restaurants) and a season ticket loan. Uniquely You At Harrods we believe the personality and authenticity of our people sets us apart. We celebrate and invite applications from all cultures, backgrounds, tastes, and experiences and are proud of our culture where people from all walks of life can grow and thrive. What makes you unique makes us exceptional. If you want to know more about our people and our culture, search #TogetherHarrods on LinkedIn, Facebook or follow us on Instagram @togetherharrods Additional Information: Time Type: Permanent Department: Personal Shopping (Ian Grice (Inherited))