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A. JOB PURPOSE
The Lead – Personal Shopper is responsible to curate and deliver exceptional bespoke shopping experiences while driving guest engagement initiatives across the fashion and luxury portfolio at Jio World Plaza. S/he will lead the team, drive revenue targets, develop and execute client relationship strategies and ensure seamless, personalized shopping journeys tailored to individual preferences, lifestyle, budget, and luxury aspirants.
B. JOB ACCOUNTABILITIES
- Personal Shopping and Guest Engagement
- Lead the team to deliver best-in-class luxury shopping and guest experiences as per business vision.
- Build and expand a portfolio of high-value clients through pro-active relationship management.
- Drive VIP acquisition, retention, repeat visits and incremental spend.
- Curate personalized shopping journeys across multiple brands and categories as per the mall’s brand mix.
- Develop the year-round engagement calendar including private shopping events, trunk shows, brand/collection launches, and seasonal activations.
- Own CRM strategy, client segmentation and personalized communication.
- Own the loyalty and gift card program for the business.
- Ensure efficient service recovery and resolution of guest concerns.
- Collaborate with marketing / events and concierge teams to create seamless experiences.
- Train the team on styling, clienteling, luxury etiquette, and conversion.
- Consultation & Styling
- Engage with guests to understand their personal style, shopping objectives and fashion preferences.
- Curate tailored, cohesive outfits and versatile wardrobe selections to align with every guests’ needs.
- Deliver bespoke styling solutions with attention to detail.
- Maintain the highest standard of discretion regarding guest information / preferences, ensuring a trusted and premium luxury experience.
- Shopping Assistance
- Accompany guests on their shopping journey at the mall, in case required.
- Assist remotely for those who prefer to shop from the comfort of their homes.
- Guide guests through product selections, resolve escalations and provide real-time assistance.
- Facilitate special orders, delivery arrangements, and returns on behalf of the guest.
- Sales and Revenue Generation
- Drive departmental year-on-year revenue targets by aligning exclusive personal shopping services with overall business and brand initiatives.
- Track commercial performance through KPIs and departmental efficiency.
- Promote and upsell luxury products.
- Offer insights on exclusive events, promotions, and new seasonal arrivals.
- Coordination with Retailers / Brand Partners
- Partner closely with luxury retailers to secure exclusive merchandise, private appointments, previews, and bespoke experiences.
- Collaborate with brand partners and internal stakeholders to enhance customer loyalty, service excellence and position the business as a premier destination for luxury retail experiences.
- Liaise with store managers to ensure personalized services are provided.
- Provide feedback and insights to management regarding customer preferences and trends.
C. QUALIFICATIONS
- A bachelor’s degree in management or relevant field.
- A degree in fashion is preferable.
D. SKILLS/COMPETENCIES
- Extensive knowledge of latest fashion, luxury / international brands along with their positioning in the market, bespoke fashion/ retail trends and styling techniques.
- Exceptional relationship building and networking skills.
- Luxury hospitality mindset with required professional etiquettes.
- Commercial acumen and sales leadership.
- Strong influencing and stakeholder management skills.
- Emotional intelligence and utmost discretion.
- Excellent presentation and communication skills.
- Data driven decision making using CRM and client analytics.
Key Performance Indicators
- Personal shopping revenue and sales contribution.
- VIP acquisition and retention rate.
- Repeat visit frequency.
- Average transaction value.
- Client Satisfaction/NPS.
- Number of private appointments and event conversions.
- CRM profile completeness and client engagement rates.
E. EXPERIENCE
- 10 to 12 years of experience in luxury retail / multi-brand stores / luxury hospitality / premium fashion houses with established clienteling programs.
- 3 to 5 years leading a high-performing clienteling or personal shopping team.
- Experience working with HNI’s, UHNWIs, celebrities, corporate leaders, and international clientele.
- Strong understanding of luxury fashion, watches, jewellery, beauty, and lifestyle brands.
- Experience with luxury concierge services and omnichannel client engagement is an added advantage.
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