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Private Shopping Operational Excellence Manager

Posted: 16 Apr 2021 Closes: 16 May 2021
London, England, United Kingdom Competitive
Permanent & Full-time MTF_511394BB1A


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.


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.


Reporting to the Private Shopping Director, you will be directly accountable for project managing and delivering the department's strategic initiatives that form part of our ambitious growth plans.

This is a key leadership role within the Private Shopping department, responsible for supporting our sales teams to achieve commercial success through projects aimed at boosting productivity and enhancing our proposition to in turn elevate our top clients' journey with the brand and consequently improve our client retention and profitability.

You will work closely alongside the Managers of the Private Shopping teams focusing on both Tier 4 and Tier 5 clients to ensure that we effectively scale our operation outside of the UK so that we are able to build out our global Private Shopping teams and our overall vision.


Key Responsibilities

Leadership and Management:
  • Translating the private shopping strategy into operational plans for the sales team and ensuring this is rolled out to all key international markets to acquire more potential top tier customers
  • Managing a team currently composed of team coordinators and stock controllers, but eventually covering 2 more FTEs expected to be focused on the operational support of the department, training and loyalty-events liaison
Development Projects:
  • Be the lead point of contact for the CRM/Loyalty team, working closely with them, to ensure the PS teams embed the loyalty programme and pinpoint areas for improvement, whilst representing the customer sharing customer insights and feedback
  • Development of new ways of working and delivering growth projects utilising technology; working in conjunction with the Product and Tech teams to improve our data, reports, platforms and tools
  • Initiate, develop and execute key strategic projects as agreed with the Private Shopping Director, in line with the overall strategic ambition of MATCHESFASHION.COM, that are aimed at enhancing our service proposition to our most valuable clients and consequently to maintain's competitive edge in attracting and retaining Top clients

  • Identify optimal operating procedures for the PS teams to optimise efficiency and responsible for their successful launch with the teams, including trainings
  • Using in-depth understanding and experience of 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 acquiring new customers
  • Extensive experience in luxury retail, managing teams as well as delivering special projects, service launches combined with a solid understand of the digital luxury goods world
  • 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 probe into data to identify opportunities and put together business cases to propose actions that will effectively drive the best return on investment
  • Exceptional communication skills, with the ability to instil trust, influence, consult and collaborate
  • Analytical and 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


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