Senior Manager personal shopping
The Luxury Closet
Total years of experience :11 years, 2 Months
Manage professional relationships and oversee all communications between the
business and the customer.
Fully responsible to drive and improve all touch points of the customer experience
Build and implement a user friendly and customer focused CRM strategy.
Analyse and optimize the database to find opportunities.
Key focus on top tier client retention through individualized service and experience.
Coached the team and managers on being a true brand ambassador, guiding all to
build meaningful relationships with clients.
Lead the 2019 repurchase rate achieving an improvement from 4% to 18%.
Constantly monitored competitors and understand trends.
Actively networking
I proactively work to limit complaints however, directly follow up escalated issues
or complaints and suggestions when required.
Notable Achievement
2019 CRM Activities contributed 15% of the store annual turnover, over exceeding
the 8% target.
Responsible for the day to day running of the boutique including staffing, Rota's, briefings, staff retention strategies, recruitment,
training's, general operations and performance management as well as inspiring and developing talent.
Promoted and supported strong relationships with local community organizations to build positive profile.
Ensuring the store KPI'S are always achieved, increase efficiencies while
overseeing a small management team.
110% achievement of budgeted revenue from
Directly managed three departments - Customer service, Styling and Concierge.
Oversaw the stores loyalty budget.
Inspire Passion, Developed and coached teams for success.
Launch and successful roll out of e commerce platform, my role was to ensure a smooth transition between physical and digital,
from a customer experience perspective.
Met all customer guidelines including service levels, handle time and productivity.
Working closely with floor
Fashion, beauty and fragrance
Global flagship opening team.
Working by appointment to provide personal experiences, excellent product knowledge, and maintain close and long-term
Relationships.
Supported floor managers and team in improving operations and resolving issues to deliver outstanding customer service.
Proactively clienteling and recruiting new top tier clients, styling & wardrobing celebrities and VICS.
Consistently managed client needs through follow ups resulting in positive feedback and happy clients
Offered constant client discretion in line with store policies, maintaining excellent levels of customer trust.
Led and motivated sales team to meet and exceed sales goals.
Maintained daily record of all transactions.