About the role
As a personal shopping coordinator, you will need to have the ability to provide personalised, tailored recommendations based on preferences and needs of our guests and a deep understanding of the brands and to inform your selections. Your tasks will involve managing the end to end process of virtual consultations and requests that come through our varied selling channels i.e. PS dedicated phone line and email and curate personalised shopping lists and coordinate the purchase and delivery process. By managing client requests, you will ensure that clients are directed to the appropriate service, whether that be a personal shopping appointment in the village, a gifting consultation or a virtual purchase. Excellent communication and customer service skills, along with a strong sense of style and fashion knowledge, are essential for this role. You will need to demonstrate an ability to provide a seamless and personalised shopping experience for clients, maximizing customer satisfaction and fostering long-term relationships.
Key responsibilities
The key responsibilities of this role will include some or all the following.
- Personal shopper support; Assisting personal shoppers with appointments, both virtual and in village, including pre-selection of product, setting up suites, returning stock, amongst other tasks.
- Virtual order fulfilment: Coordinating the order and delivery process for clients, providing an end to end service.
- Communication: dealing with clients to identify their specific needs regarding product, services and shopping experience.
- Relationships with Brands: building and keeping strong relationships with Brands and teams in the village to optimise sales results.
- Clientelling; Providing personalised advice and tailored product recommendations to fulfil clients' needs and product requests.
- Service Excellence: Handling product enquiries, generic requests and ensuring the highest standards of customer service.
- After sales actions: Ensuring follow up of purchases with posts-sales activities to build relationships with clients.
- Multichannel approach: Acknowledging and fulfilling clients’ requests coming from various sale channels and remaining flexible towards needs of guests within the village.
- Financial targets; You will work to achieve both your individual KPI’s including sales targets and the wider business KPI’s
- Reporting accuracy; Maintaining accurate and clear client profiles in salesforce and ensuring all activity is accurately recorded in a timely manner, in line with the guidelines
- Brand, product, and trends knowledge: Staying up to date with fashion trends, and product assortment available in the various boutiques across Bicester Village
About You
We are looking for an individual who can display the following experience and skills:
- At least 2 years’ experience, working for a luxury retail brand.
- A sound knowledge of sales analysis tools i.e. salesforce, excel or equivalent
- Previous Personal Shopping or hospitality experience preferable, within a luxury retail/hotel network.
- A genuine interest in delivering “an above and beyond” level of service is essential, together with a thorough understanding of the luxury consumer and a sympathetic approach to their needs and expectations.
- Thorough knowledge of current international fashion trends, designers, products and a good sense of what styles suit clients.
- Confident using social media to support client contact and increasing sales.
