Personal Shopping Manager

Selfridges & Co; Birmingham; On-site; GBP 40,000 - 55,000; Full time

Job summary

Selfridges & Co in Birmingham is seeking a Personal Shopping Manager to lead a team and department focused on delivering exceptional service. You will provide a bespoke experience to customers from around the world and ensure high standards across service and sales.

You will develop business opportunities, monitor service levels, and coach staff to achieve targets. The role requires commercial acumen, strong communication, and the ability to collaborate with concessions and other teams.

Qualifications

• Experience leading a team in a high-end retail environment.
• Strong customer service mindset with a proven track record of delivering personalised service.
• Excellent communication and relationship-building with clients, peers and concessions.

Responsibilities

• Generate ideas and implement plans to develop business opportunities and drive productivity, sales and profit.
• Role model and deliver an exceptional personalised service to all customers, setting and monitoring service standards.
• Demonstrate a commercial mind set and stay responsive to customer needs, monitoring external factors and competitor activity.
• Create and own a clear plan to deliver results on time, accountable for sales and profit targets and payroll alignment.
• Manage and lead your team with regular feedback and coaching, developing talent and progression plans.
• Collaborate with functions across the business to review information, trends and requests and build strong relationships.
• Ensure the Division remains compliant with trading standards, health & safety and security standards.

Job description

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As a Personal Shopping Manager, you will be responsible for managing a team and department focused on delivering exceptional service. Providing a bespoke experience to customers from all over the world, our products are exceptional, and so is the service that accompanies them.

As Personal Shopping Manager you will:

• Generate ideas and implement plans to develop business opportunities and drive productivity, sales and profit
• Role model and deliver an exceptional personalised service to all customers. Setting and continuously monitoring service standards, motivating the team to achieve them and taking proactive action to address any issues
• Demonstrate a commercial mind set and outlook to stay responsive to customer needs, including monitoring external factors and competitor activity
• Create and take ownership of a clear plan to deliver results on time. Accountable for sales and profit targets, giving full consideration to both short and medium term opportunities, you will also ensure budget and payroll are in line with plan
• Manage and lead your team giving regular feedback and coaching. Recognising both talent and development areas, you will create unique plans to progress your team using the tools available
• Collaborate with various functions, from B&M to review information in line with trends and requests, fashion workroom to monitor all tailoring needs to concessions to deliver clients requests, you know how build and maintain relationships throughout the business
• Ensure that the Division is fully compliant at all times with trading standards legislation, health& safety legislation and security standards

A bit about you:

A sales and service expert. You know how to deliver exceptional service and cultivate client relationships, leading and coaching your team to do the same

Commercially astute. You are responsive to customer needs as well as market and competitor trends. Taking opportunities to improve performance by creating and owning a clear plan to deliver results

A great communicator. Friendly and confident in your manner you excel in the relationships you build with customers, team members, stakeholders and concessions

A natural leader . Coaching team members to drive performance and enable change as well as supporting development

A team player. Bringing ideas and sharing best practice with the senior management team, whilst supporting others as appropriate

Collaborative . Working flexibly as part of the management team you will support in projects and cross functional meetings as appropriate

An example of our values, a trusted and respected colleague

KPIs

• Sales - Total OB and concession sales (LY and Plan)
• Service – NPS score
• People – Absence, turnover, engagement and pulse surveys
• Payroll – Cash and percentage to sales

This guide represents a summary of the role, however all team members are expected to be flexible in the work they undertake, which may change from time to time, according to the needs of the business