Department:

FASHION RETAIL

 

Report to:

SENIOR RETAIL DIRECTOR FASHION

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KEY RESPONSIBILITIES

Sales and Management:
• Provide the VIP Clients with excellent service.
• Manage client experience ensuring highest standards are met.
• Set targets and lead team to achieve sales growth and improvements in level of service.
• Increase share of sales in key categories and special collections.
• Develop a specific action plan for each client to drive spend, retention and loyalty.
• Track sales performance.

People and Leadership:
• Lead, motivate and coach VIP Client Services team to deliver objectives.
• Establish a training and development program to support team growth.
• Develop relationships with VIP clients to better understand their needs and meet their expectations.
• Lean about our VIP clients through CRM and individual feedback.
• Support the rest of the store with coaching and sharing of best practices.

Customer Service and Sales:
• Act as a role model for business and set the benchmark for sales and service standards.
• Ensure the right tools, technology and processes are in place for a seamless VIP client experience.
• Maintaining a Customer list of key clientele and VIP’s.
• Lead by example when it comes to follow-up and clientele.
• Offer a personalized shopping and styling experience to the clients.
• Keeping up to date with all current fashion trends and advising customers accordingly on stock availability.

Client Development:
• Develop strong relationship with merchandising team and regularly provide client feedback.
• Work with CRM team to understand client data and build communication campaigns.
• Support initiatives and action plans for launches, new collections and bespoke services.

Help develop events and campaigns that will attract new clients and engage existing ones.
• Determine ways to improve VIP Client Service levels with a special focus on approvals and after sales.

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Competencies Requirement (Skills, Qualifications and Experiences):

Experience:

Retail sales and expertise within a luxury business for at least 5 years

• Strong portfolio of VIP clients (at least $1.5m sales / year)

• Experience dealing with VIP clientele and managing senior retail teams

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Competencies:

• A highly motivated and competent individual able to converse at all levels both internally and externally with staff and clientele.

• A total self-starter able to set the standard by their own professionalism and attitude.

• Able to be an encouraging and professional mentor.

• Energetic, self-motivated and self-organized.

• Being able to work on several tasks at a time.

• Being capable to work to deadlines / ability to prioritize / follow optimal time management.

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Hard Skills

• Fluent spoken Arabic and English.

• Knowledge of Retail Pro