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Private Shopping Manager - 12 Month FTC

Posted: 16 Apr 2021 Closes: 16 May 2021
London, England, United Kingdom Competitive
Sub-contractors MTF_A92AF58D4F

Description

MATCHESFASHION.COM is the global luxury shopping destination that brings together over 400 designers with seamless integration of physical and digital customer touchpoints. We are defining the future of luxury commerce with a global website, mobile apps, retail stores, private shopping, VIP events and 24/7 customer care and MyStylist teams. We ship to 176 countries, have over 70 million site visits and 90% of our sales are now online. Now 30 years old, we retain a forward-looking focus on innovation and emerging talent. We are looking for someone entrepreneurial, ambitious and humble to come and be a part of the fastest growing luxury eCommerce brand in the world.

THE TEAM

We are a team of passionate individuals who are focused on delivering the most personal luxury shopping experience in the world and we do this by continuing to keep the customer at the heart of every decision we make. Our strategic focus is our top tier customers, who are our high spending and high potential customers that drive a significant share of revenue for the business. These customers come to us because we have a unique buying point of view, unrivalled with anyone else in the market.

YOUR ROLE

You will be responsible for managing and developing a dedicated team of Private Shoppers that are dedicated to looking after the top private clients of MATCHESFASHION.com, predominately based in Europe and Rest of the World (RoW). Under the leadership of the Private Shopping Director, and working alongside the Private Shopping Manager for the UK and Americas as well as the Private Shopping Manager for Growth & Development Projects, you will execute the MATCHESFASHION.COM Private Shopping strategy with the aim of delivering exceptional results both in terms of sales targets as well as in terms of client retention and best-in-class service. You will work in partnership with many stakeholders across the organisation, including Operations, eCommerce, Brand, Buying & Merchandising. This is an essential role within a key function at MATCHEFASHION.com during an exciting time in our journey of growth.

Reporting to the Private Shopping Director, you will set the team's goals and KPIs, monitor and report on performance, motivate and drive the team to exceed their objectives while developing them and guiding them to build relationships with our most valuable clients as well as acquiring new customers, either directly or through stylist partnerships and events.

Requirements

KEY SKILLS & EXPERIENCE
  • Extensive experience in managing a large team, including other people managers, with the ability to develop, coach and drive; creating an environment where people are accountable and motivated to go above and beyond to achieve our business objectives
  • In-depth understanding of ecommerce and luxury retail across all product categories. A comprehensive understanding of the behaviour of high spending customers that enables you to nurture and enhance the customer relationship
  • Unwavering focus on our top customers and their needs - you will have proven experience of working with an exclusive segment of customers, including delivering initiatives aimed at client retention and acquisition
  • A commercial mind with the ability to understand and interpret financials, translating these into actions that will effectively drive the best return on investment
  • Exceptional communication skills, with the ability to instil trust, influence, consult and collaborate
  • Tech savvy- able to maximise both physical and digital experiences
  • Positive, bold and resilient, you will have a can-do attitude and thrive in a fast paced environment. Results-focused, solutions-oriented, with excellent organisational skills and a mindset for continuous improvement
  • A reliable team player and a flexible, quick-thinking problem solver

YOUR RESPONSIBILITIES
  • Working with the Private Shopping Director, you will be responsible for translating the overall Private Shopping strategy into operational plans for your region and team. Holding oneself and others accountable, you ensure that the strategy is rolled out with clarity to your team and that they are each working to plans and targets that will add value, deepen existing client relationships and expand our top tier client base
  • Managing and developing a team of Private Shopping Team Leads and shoppers. Effectively inspire trust, collaborate and communicate to provide clear direction and guidance, enhancing the team's performance to ensure they are providing the most personal luxury shopping experience in the world
  • Optimising team processes and with a focus on continuous improvement, you will identify and embed new or improved ways of working that will enable the team to work more effectively and efficiently and ultimately better serve the needs of our clients
  • Accountable for planning and driving team performance, setting suitable KPIs and regularly reporting against these. Providing direct and actionable feedback you will put forward proactive measures to drive performance and engagement
  • Responsible for the recruitment and onboarding of new talent into the PS department
  • With our customer at the heart of everything we do, you will use an in-depth understanding of the MATCHESFASHION.COM customer to ensure that our systems and processes are set up to best serve the needs of our top tier customers, whilst continuing to focus on the acquisition of new customers
  • An ambassador of the Private Shopping team internally, you will balance the perspectives of multiple stakeholders and partner with peers across departments on acquisition strategies, brand collaborations and partnerships to identify new business opportunities to ensure future growth in both a digital and a physical setting
  • Responsible for managing budgets for your team and controlling associated costs, including the management of the commission reporting for your team, ensuring accuracy and working with the People team to ensure timely processing of payments
  • Act as MF brand ambassador at all times, representing the company externally as and when required
  • Utilise the Stylist Program and Ambassador Program to increase client acquisition

MATCHESFASHION

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