Online Personal Shopper

Role Purpose

The Online Personal Shopper will be responsible for establishing, maintaining and growing a portfolio of customers, delivering outstanding sales-driven results while ensuring excellent customer experience and service.

Responsibilities

Customer

Recruit (monthly target) and retain customers for THAT Concept Store
Build a relationship with top tier customers in order to strengthen brand and personal loyalty.
Identify the needs of the customer and recommend a range of products to choose from in order to arrive at an appropriate buying decision.
Assist VIP clients with all customer service enquiries via phone, e-mail, chat and social media.
Providing support to the customer care team to resolve VIP customers’ issues as necessary
Use profiles and customer shopping patterns to identify proactive sales opportunities and build lasting relationships with customers.
Understand customer profiles and feedback to Marketing, Buying and Merchandising teams on current consumer trends
Understand the customer requirements and provide expert experience to meet and exceed expectations.
Ensures timely and professional resolution of any customer related challenges and/or concerns.

Sales

Ensure monthly sales targets are achieved across categories
Ensure that sales leads are identified and prioritized as well as create and implement new selling ideas to ensure sales targets are met.
Maximize pre-sales opportunities through customer communication and waiting list management.

Operational

Formulate and maintain an updated database of top clients, readily available when needed by management.
Provide advanced knowledge of products, trends and a professional service to VIP clients
Work closely with Buying, Planning and Digital Merchandising teams to ensure maximum knowledge of forthcoming stock availability to for customer benefit.
Partner with CRM team to develop communications to support Personal Shopping sales (capsule pre-order, thematic email ex. Ramadan).
Communicate any waiting list / customer request patterns to Buying and Planning Teams.
Follow networking strategies in order to develop and enhance client base.
Maintain general level of market competitor awareness on and off line through reference to other websites and editorial.
Arrange monthly trunk shows, exclusive events and private events
Support sales team with personal styling training
Contribute and support the business in achieving the Dare Today, Change Tomorrow sustainability strategy.

KPI’s

Achievement of sales targets
ATV, ATU
Data Capture
Customer Retention Rate
Customer Recruitment Rate
Sustainability Initiatives

Functional/Technical Competencies

Selling skills
Styling skills
Customer Service expertise
Strong analytical and interpersonal skills
Excellent eye for detail and organizational skills
Extensive knowledge of the current trends and luxury fashion designers/brands

Behavioural Competencies

Leads the Way – Understand market trends and impact of value drivers directly affecting areas of responsibility (sector, function, geography). Ensures right resources are mobilized to ensure delivery. Prioritizes and allocates work among team members in a clear and structured manner.
Drives Impact – Make informed decisions and clearly communicates rationale behind them. Proactively identify and seek relevant information and data from team to make decisions. Identifies critical paths and proactively convenes the right stakeholder to ensure timely decisions are made. Makes hard decisions, knows when to make a call versus delegating upwards.
Thinks Customer – Has a good understanding of main customer segments and helps team to understand them. Solicits customer feedback and ensures customer expectations are exceeded. Actively encourages “customer first” mindset.
Thinks Group – Identifies and pursues opportunities with potential and benefit for the company. Proactively promotes collaboration with other teams across departments. Ensures established team targets are understood and met. Is responsive and openly communicates with others.
Develops Talent – Empower others to take ownership and responsibility through effective delegation and support. Invests time and efforts to coach the team members and support their development. Provides fact based, detailed and actionable feedback to members. Work to draw on potential of team.
Fosters Innovation – Find ways to bring new ideas to the team. Actively lead discussions of new ideas. Encourage an environment of openness and a “fail fast and recover quick” mindset. Agility to recognize and implement new ideas that foster a creative environment.

Minimum Qualifications/education

Diploma or bachelor’s degree in any related field, preferably in Fashion

Minimum Experience

3 -5 years retail experience of luxury brands with at least 3 years of experience as personal shopper/stylist