Phil Green
Passionate about luxury retail, I bring extensive experience leading high-performing sales and personal shopping teams at brands like NET-A-PORTER, END., and Farfetch. Skilled in clienteling, sales strategy, and delivering exceptional customer experiences, I adapt quickly to new environments and thrive in fast-paced, shop floor settings.
• Direct and lead the Global Personal Shopping teams across UK, US and APAC. • Define and deliver best in class Personal Shopping strategy against set KPI’s and sales targets, aligning on overall business goals. • Set sales targets for the PS teams • Ensure bonus structure and incentives align with the business strategic priorities for YNAP. • Evolve the personal shopping teams support structure, with developing key roles Senior Operations Manager and Hard Luxury/Special Projects manager to further strengthen our efficiency within the personal shopper’s day-to-day client engagement. • Define an implement a retention strategy for Personal Shoppers. • Ensure the Personal Shopping team is best in class through recruitment, training, career development plans and team / motivation building activities. • Currently owning and managing the PS, to be in line with overall business Opex and Capex. • Review processes, looking to drive efficiencies and improvements while working with technology teams to develop tools that maximize the personal shopping team’s performance. • Monitor and relay competitor activity and relevant industry trends, events, and opportunities to appropriate teams. • Develop relationships with buying and merchandising teams to ensure the EIP perspective is integrated into their strategy and generate new commercial opportunities with special order and pre order. • Ensure synergies with NAP/ MR PORTER are maximized wherever appropriate. • Working closely with the Luxury CRM and Marketing Directors to devise and join up on group wide initiatives aimed at developing EIP sales and ensure EIP voice is throughout all activities. • Redesigned Client Relations team structure to ensure each client event has a X6 ROI. • Developed reactivation plans for key markets within the past year to reactivate the top spending segments across both brands
Working alongside Global VP, Private Client to design a “future fit” operational strategy for Private Client to grow and scale the Global Private Client business, to reach stretched goals and implement satellite teams. • Partner with local Private Client teams to build a global roadmap and KPIs, enabling execution against the strategy. • Being a functional expert, leading on the Private Client workstream of business projects and growth initiatives, to support design, development and implementation of new products, tools and processes to drive sales growth e.g. VIP App, VIP Hub, Pre-Order and Reserve • Work collaboratively with the Global and Regional management teams to define the unique service proposition of the new Farfetch Private Client Affiliate programme and opportunities to enhance the personal shopping offering. • Inspiring, building, leading and developing a Global Private Client Operations team - engaging them with the department vision and strategy and ensuring regular and clear communication, with a focus on coaching Sales and sourcing techniques to grow new business and retain existing demand.
Managing new and existing private clients with FarFetch.com