Layla Abdi

Developed and managed a loyal portfolio of UHNW clients, delivering tailored consultations and nurturing long-term relationships that drove over 30% of repeat business revenue as well as 45% conversion of warm leads (>30% industry average) Led high-value watch sales from enquiry to close, applying a relationship-first approach to build trust, guide purchasing decisions, and negotiate with confidence and discretion. Curated personalised watch selections aligned with individual style, investment interests, and collection goals - contributing directly to the boutique's monthly revenue targets. Used HubSpot to maintain detailed client profiles and automate personalised outreach, improving lead conversion efficiency and client engagement. Recruited, on-boarded and mentored 4 junior client advisors; delivered weekly coaching sessions to sharpen product knowledge and softskills Acted as a key link between sales, buying, and operations - helping to source in-demand models and manage bespoke requests. Played a hands-on role across sales, account management, and boutique operations in a lean, fast-moving environment -combining entrepreneurial drive with luxury service standards. Organised a private event in which I curated invitation list of 25 collectors; secured followon orders which lead to £150k in immediate orders. Maintained HubSpot CRM records (contact histories, gifting logs, service reminders); coordinated appointment schedules and dispatch of client communications

Delivered a seamless and elevated front-of-house experience, setting the tone for VIP and UHNW client visits through precise coordination, discretion, and attention to detail. Reduced private appointment no-shows by 30% via automated reminders and concierge calls Streamlined back-office workflows, cutting admin time by 25% and freeing up 10 hours/week for client engagement Played a key role in pre-sale preparation and client journey management, liaising between sales associates, security, and operations to ensure a smooth, luxury-focused service flow. Supported high-value transactions by preparing product presentations, offering relevant product insights, and anticipating client needs throughout private appointments. Managed Cartier's in-house CRM system to accurately log client preferences, gifting histories, and feedback, laying the foundation for future sales and tailored outreach. Ensured the boutique environment consistently reflected Cartier's prestige through immaculate presentation, hospitality, and adherence to Maison standards. Trusted with sensitive operational tasks including appointment scheduling, access control, and guest vetting for exclusive events and high-profile visits.

Represented leading luxury brands including Fendi, Balenciaga, Bottega Veneta, and Chanel within the Harrods retail environment. Delivered personalised styling and product advice to international clients, consistently meeting and exceeding daily sales goals. Created memorable shopping experiences by understanding individual tastes and offering well-informed, tailored recommendations. Adapted quickly to different brand environments, maintaining high standards of service and product knowledge across multiple fashion houses. Supported visual merchandising and seasonal campaign execution to maximise product visibility and sell-through. Worked closely with boutique teams to ensure smooth operations and exceptional client service in a fast-paced luxury setting.

Delivered personalised fitting consultations and expert product advice to a discerning, international clientele in the luxury lingerie department. Built trusted relationships by understanding clients' unique preferences, ensuring comfort, fit, and style were perfectly matched. Consistently met and exceeded individual sales targets through attentive service and tailored recommendations. Managed client appointments and maintained detailed profiles to support repeat business and personalised follow-up. Collaborated with the team to execute seasonal campaigns and optimise product displays for maximum impact. Maintained high standards of discretion and professionalism, reflecting Harrods' luxury service ethos.

Acted as the first point of contact for all clients, delivering a polished and welcoming experience consistent with the salon's luxury standards. Managed appointment bookings and schedule coordination, optimising salon workflow and maximising stylist availability. Supported retail sales by recommending and upselling premium haircare products tailored to clients' needs. Handled client enquiries with professionalism, resolving issues efficiently to maintain high satisfaction levels. Maintained accurate client records and managed confidential information with discretion. Assisted with day-to-day salon operations, including stock management and basic administrative duties to ensure smooth service delivery.