Our Client:
Harrods, a trusted brand recognised throughout the world as one of the great luxury emporiums and world leader in heartfelt customer experience are looking for a Head of Clienteling or Private Client Manager for their Wine & Spirits Division.
The role:
This is a newly created role with a strong focus on Clienteling, Business Development and VIP/VIC Relations
The Wines and Spirits Division is key to the success of the Harrods brand. Highly respected in the Wines and Spirits world, it’s critical that they maintain the high levels of trust that enables them to provide the products and services that their customers expect from their elevated proposition.
In this role, you’re accountable for the delivery of business performance from a sales perspective. This includes appropriately helping to obtain and sell the most exclusive products available, building and developing brand relationships, and delivering and championing highest levels of service throughout the client journey through professionalized clientelling and product allocation.
You’ll achieve this through setting an exceptional business strategy which clear sales and service vision for the sales team. You will be the expert co-ordinator between customer interactions and the commercial team, allowing seamless commercial direction and team leadership.
Main Accountabilities
Sales Performance
• Develop and implement a clear sales and service strategy for the Wines and Spirits department, ensuring alignment with the wider commercial strategy.
• Ensure all relevant teams fully understand and deliver appropriate sales and service standards, including professionalised clientelling practices.
• Deliver exceptional levels of client experience, go over and above to secure experiences and products for our very best clients, ensuring in all instances clients are treated fairly and appropriately during product allocation.
• Assessing and interpreting data, reports, management information and insight to identify trends and shape opportunities to drive performance. This will be an ongoing requirement throughout the weeks and months to continually get ahead of trends and opportunities and take corrective action where needed.
• In conjunction with the wider team, instill a culture of exceptional customer service, constantly pushing the boundaries to enhance sales and service performance.
• Understand the Wines and Spirits customer profiles and habits across all spend- propensities to identify genuine/prospect clients to work with Concession Partners to react accordingly and maximise sales opportunities.
Commercial
• Understand our competitors and the dynamics and trends of the retail market. Use this information to influence the strategy for the Division, utilising feedback from the retail team appropriately.
• Work with the Buyer to ensure the promotional timetable is created and executed, ensuring this meets the needs of the customer within the department.
• Develop the retail business by identifying key new activities and priorities, reacting to market trends and client feedback.
• Use the appropriate tools to analyse sales, review and take corrective action where necessary.
• Capitalise on business opportunities and present to the business ideas to improve the sales performance the department across all sub-categories, including core and exceptional products.
• Assist the Buying managers in formulating annual budgets.
• Assist the merchandising planning team on potential stock issues, damaged or aged ensuring availability of core and exceptional products is appropriately reflected.
Relationships
• Build and manage positive ongoing relationships with concession partners to deliver for the customer and ensure we have the best products, people, and operations.
• Work with Concession Partners to create unique and intimate experiences for clients.
• Generate concession loyalty to Harrods and develop concessions understanding of the Store and its customers.
• Build strong working relationships with key stakeholders including Distribution, VM, Buying, Finance, Retail operations and HR services to maximise Harrods’ resources to optimise trade potential.
• Work with the commercial team to build relationships with the brand partners to ensure that Harrods is consistently presented with excellent market opportunities.
• Work in partnership with the commercial and retail team to maximise product exclusives and customer events.
• Build strong relationships with the Private & Personal Shopping team to ensure there is a fluid client experience.
• Establish positive relations with concession and brand partners, analyse issues in sales line and seek corrective action to elevate performance.
Client Relationships
• Aware of, or personally know top clients and support in closing sales, diversifying profile across the Store or being a POC.
• Work with the sales team to close high-value sales, who then continued to spend throughout the year due to the experience and streamlined process.
• Building personal relationships with clients, supporting with transactions and overall client experience they are offered to encourage repeat custom.
All about you
A background in Wines and Spirits and relevant accreditations to validate this (i.e. WSET diploma).
• Natural ability to inspire & motivate a sales team, you have presence and influence.
• Proven business acumen to ensure sound decision making .
• Strong stakeholder management and influencing skills, with ability to work effectively in a matrix environment and in close conjunction with other stakeholders.
• A focus on problem solving and making process and operating improvements.
• Ability to manage competing priorities to ensure delivery.
• Unwavering focus on exceptional customer experience with a strong understanding of high-end clienteling
• Courage to face into difficult situations in a respectful and professional way.
• Self-motivated, driven and results focussed.
• Seek opportunities to improve your own skills and knowledge through feedback, research, self-development and competitor analysis.
* All talent characters appearing on our marketing website are fictitious to protect the privacy of our community. Whilst representative of the talent on Dweet, any likeness to real persons is purely coincidental.
© 2024 Dweet LTD. All rights reserved.