Head of Personal Shopping

This vacancy is based at our London, Oxford Street headquarters; however, we are also open to candidates being based from one of our flagship locations across the UK outside of London. 

FLANNELS Personal Shopping is seeking a strategic Head of Personal Shopping to lead and evolve its proposition. This is a high-profile role within the business, responsible for driving innovation, identifying commercial opportunities, and delivering a world-class service and experience for our most valued clients.

We are looking for a confident individual with proven expertise in high-net-worth client acquisition, retention and development across both digital and physical channels.

Consistent high performance will be key, alongside driving excellence across both back-of-house operations and front-of-house service standards. A data-driven, analytical mindset combined with a strong customer focus will ensure the FLANNELS vision of New Luxury remains at the forefront of the Personal Shopping experience.

The Role:

This role is responsible for leading the growth and performance of the FLANNELS Personal Shopping function, working closely with Digital, Marketing, Retail and Commercial teams to drive sales, profitability and client engagement. The position uses data and performance insights to identify opportunities, deliver strategic initiatives, improve operational efficiencies and ensure consistent execution across all locations. With ownership of KPIs, budgets, forecasting and departmental processes, the role also focuses on strengthening brand awareness, enhancing the client experience, maintaining compliance, and building strong cross-functional relationships to support the continued success and expansion of the Personal Shopping service.

Key Responsibilities:

• Work closely with the Personal Shopping Digital & Marketing Manager and wider team to drive sales, margin, daily operations, CRM and acquisition strategies
• Interpret data and performance insights to meet or exceed targets, identifying opportunities across client groups and store performance
• Develop and implement strategies to grow sales and contribution year-on-year
• Strengthen operational efficiencies across the Personal Shopping function, ensuring consistency across all locations
• Drive awareness of Personal Shopping across social media channels in partnership with relevant teams
• Define, track and deliver team KPIs and department OKRs
• Lead the implementation, training and ongoing management of systems, processes and policies
• Ensure full compliance with FLANNELS policies and standards
• Own department P&L, including forecasting and budgeting
• Collaborate with Brand Partnerships, Commercial, Digital, Retail and Customer teams on overall strategy
• Oversee commission reporting and ensure accuracy
• Manage stock movement effectively to support commercial performance
• Maintain strong alignment between Personal Shopping, Stylists, Social and PR teams
• Support innovative client engagement initiatives and brand awareness activity
• Act as a brand ambassador, ensuring FLANNELS values are reflected across all client and internal interactions
• Build strong relationships with internal departments, including Logistics, Retail Insights, Marketing, PR, E-commerce and Senior Leadership
• Travel nationally to support, train and implement Personal Shopping initiatives across the FLANNELS estate

• Minimum 5 years’ experience in Personal Shopping within a luxury consumer sector
• An existing client book is highly desirable
• Proven experience in leading and developing high-performing teams
• Strong analytical capability, with the ability to interpret data and adapt strategies across different locations
• Collaborative approach with the ability to influence key stakeholders and drive change
• Demonstrated success in delivering strategic initiatives and long-term improvements
• Passion for digital channels and understanding of how they integrate with retail operations
• Experience supporting new store or Personal Shopping suite openings
• Strong communication, interpersonal and negotiation skills
• Solutions-focused, with the ability to work at pace and meet deadlines
• Proficient in Microsoft Office (Word, Excel, Outlook) and CRM/clienteling systems

Along with your benefits package we also offer a wide range of perks for our colleagues:

Frasers Champion - Our employees are at the heart of our business and we ensure individuals are recognised every single month for their hard work. Frasers Champion is a peer nominated scheme where 8 winners will receive double their pay for a month where they have lived the Frasers Group values.

Retail Reconnect – In order to build the planets most admired and compelling brand ecosystem, all employees must understand our business, product and customers. Each financial year, head office employees will gain insights by spending one to two days in one of our stores or the warehouse. The goal is to learn how the work you do impacts our teams on the frontline, and to bring ideas back to the office which will improve how we work.

Fearless 1200 – Fearless 1200 is our way of recognising our growth. It’s bold, ambitious, and designed to reward colleagues across the business for living our values and delivering impact. Fearless 1200 links how we perform to how we're rewarded – check out the video link to find out more - https://www.youtube.com/watch?v=O0qmvJofMew

Employee Welfare

Frasers Fit – Our Everlast Gyms Team are on a mission to make our workforce the best, and fittest on the planet! We run free gym classes for employees as well as discounted memberships to our clubs. Frasers Fit is our wellbeing programme which aims to support and improve colleagues Physical, Financial & Mental wellbeing. The app is accessible for every employee and includes training, nutrition and lifestyle advice- all completely free.

Retail Trust – We know that its not just about physical health, mental wellness is equally important which is why all of our employees get free access and support from the Retail Trust charity. This includes a 24 hour wellbeing helpline, wellness hub, counselling and financial/legal support.

What’s next?

Our Recruitment Team will be reviewing applications and all candidates will receive a response, whether you are successful or unsuccessful. Shortlisted applicants may be asked to confirm a few key details before being booked in for a first stage interview with the Recruiter - this will be behaviourally focussed and centred around how you align with our Culture and Values. If successful we anticipate one or two further interview stages with the Hiring Manager/wider team which will be more technically focussed and could include a presentation/task so we can see your skills in action.