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Providing an exceptional, bespoke experience for each client using the Personal Shopping service. Consistently meeting the key performance indicators of customer engagement, retention and satisfaction whist ensuring daily and weekly individual/team sales targets are met • Personalised wardrobe consultations ranging from 30 minute “quick fix “ to 2 hour wardrobe replacement appointments • Identify the needs of each client and adapting my approach to exceed the clients requirements and expectations • Dressing VIPs and celebrity clients for global premiers, press events and music performances. • Dressing the front row of the Topman Design LCM show each season • Proactive in driving and building a sustainable client base by efficiently organizing in store events, networking, outreach and relationship building • Responsible for the progression and development of a team of 4 personal shopping assistants • Representing the brand in the media which to date has included TV work, a feature on BBC Radio 1, print and online articles, fashion trend talks, charity appointments and pop up spaces
Delivered bespoke service for global VIP clients, treating each client as an individual and gaining a true understanding of their needs and expectations and responding accordingly. • Management of a high net worth client book and attending to a wide variety of enquires and requests • Responding to customer queries regarding all aspects of style and maximizing the potential to turn these enquires into sales and lasting relationships • Increase spend and develop customer loyalty though an intuitive understanding of the customer • Taking ownership of customer cases and ensuring prompt in depth solutions and resolutions • Managing multiple task’s and re-prioritising when necessary • Working closely with the Customer Care team to ensure a consistent communication flow and knowledge sharing between teams
Built a strong client book whilst working with brands such as Givenchy, Tom Ford and Alexander McQueen • Exceeding weekly personal sales targets • Supporting the Marketing, Buying, Online and Personal Shopping departments • Producing in-depth weekly trade reports for senior management • Identifying and implementing ways of generating sales, improving service, and the development of team members
Developed new polices and procedures in regards to customer and supplier accounts enquires • Building and developing strong relationships with domestic and international suppliers • Investigating and resolving discrepancies with credits and debits, packing notes and supplier invoices • Ensuring cost and sell prices were correct and inline with Fenwick’s sale margins • Ensuring payments were made in accordance to the individual supplier’s agreed term