Personal Shopper

Keka Technologies Private Limited; Mumbai; On-site; INR 600,000 - 900,000; Full time

Job summary

Broadway is transforming retail into a personalised, relationship-driven experience. The Personal Shopper converts style consultations into an exceptional journey by curating products across fashion, beauty, wellness, footwear, accessories and lifestyle using each customer's Style Profile.

Working with Category Experts, the Personal Shopper drives cross-category discovery, increases basket value, builds complete looks, and delivers a premium shopping experience for repeat customers.

Qualifications

• 2–6 years in Premium Retail, Luxury Retail, Personal Shopping, Client Advisory or related roles.
• Bachelor's degree preferred.
• Strong consultative selling and relationship-building skills.

Responsibilities

• Review customer Style Profile and plan personalised shopping journeys.
• Escort customers through store and curate products across departments.
• Drive cross-category discovery and maximise basket value.
• Build long-term customer relationships and follow up after visits.
• Support store events and exclusive experiences.

Skills

Consultative selling

Relationship building

Commercial acumen

Cross-category knowledge

Communication & presentation

Planning & organisation

Grooming & confidence

Education

Bachelor's degree preferred

Job description

Broadway is transforming retail into a personalised, relationship-driven experience. Our Personal Shopping service helps customers seamlessly discover products that match their individual style, needs, and lifestyle through curated shopping journeys across multiple categories.

Position Summary

The Personal Shopper is responsible for converting personalised style consultations into an exceptional shopping experience.

Using the customer's Style Profile created by the Personal Stylist, the Personal Shopper curates and guides customers through Broadway, introducing relevant products across fashion, beauty, wellness, footwear, accessories, and lifestyle categories.

Working closely with Category Experts, the Personal Shopper drives cross-category discovery, increases basket value, and delivers an effortless premium shopping experience.

Key Responsibilities

Personal Shopping Experience

• Review and understand each customer's Style Profile before appointments.
• Plan personalised shopping journeys based on customer preferences and goals.
• Escort customers through the store, curating products aligned with their Style Profile.
• Create complete solutions rather than recommending individual products.
• Ensure a seamless, engaging, and enjoyable shopping experience.

Cross-Category Selling

• Introduce customers to relevant products across multiple departments.
• Collaborate with Category Experts for technical product recommendations.
• Build complete looks and lifestyle solutions across Fashion, Beauty, Wellness, Accessories, Footwear, and Lifestyle.
• Maximise basket value through thoughtful cross-selling and up-selling.
• Recommend seasonal collections, launches, and exclusive products.

Customer Relationship Management

• Build long-term relationships with repeat and high-value customers.
• Maintain records of purchase history and customer preferences.
• Conduct post-visit follow-ups and recommend future purchases.
• Invite customers for launches, styling events, and exclusive experiences.
• Achieve individual sales and productivity targets.
• Drive Average Basket Value (ABV), Units Per Transaction (UPT), Conversion, and Repeat Purchases.
• Support customer acquisition through referrals and exceptional service.
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• Identify opportunities to increase customer lifetime value.
• Partner closely with Personal Stylists to understand customer profiles.
• Coordinate with Department Managers and Category Experts for product availability.
• Support store events, VIP appointments, and exclusive customer experiences.

Product Expertise

• Develop strong knowledge across all Broadway categories.
• Stay updated on new launches, premium brands, and seasonal collections.
• Understand product features, benefits, and suitability for different customer profiles.

Key Performance Indicators (KPIs)

• Average Basket Value (ABV)
• Units Per Transaction (UPT)
• Conversion Rate
• Cross-Category Sales Mix
• Repeat Customer Rate
• Customer Lifetime Value
• Customer Satisfaction (CSAT/NPS)

Qualifications

• Bachelor's degree preferred.

Experience

• 2-6 years in Premium Retail, Luxury Retail, Personal Shopping, Client Advisory, Relationship Management, or Customer Experience.

Skills

• Strong consultative selling skills
• Exceptional relationship-building abilities
• Commercial acumen
• Cross-category product knowledge
• Excellent communication and presentation skills
• Planning and organisational skills
• Professional grooming and confidence

Success in this Role

A successful Personal Shopper transforms personalised style recommendations into memorable shopping experiences, helping customers discover products they genuinely love while driving strong commercial outcomes for Broadway. By combining consultative selling with expert collaboration, they create long-term customer relationships that keep clients returning to Broadway.