Personal Shopper

Ounass

Job Purpose

The Personal Shopper is responsible for establishing, maintaining, and growing a portfolio of clients while delivering exceptional customer service and achieving strong sales results. This role focuses on elevating the client shopping experience through personalized styling advice, curated product recommendations, updates on brands and initiatives, and seamless support with order processing, tracking, and after-sales care. The Personal Shopper plays a key role in driving customer satisfaction, fostering loyalty, and ultimately increasing client spend across our omni-channel platforms.

Functional Responsibilities

• Build a solid portfolio of engaged clients, via the company s approved customer acquisition sources.
• Ensure that individual sales targets and KPIs are met.
• Establish a personal relationship with business top tier clients on a weekly, and sometimes daily basis, in order to strengthen brand and personal loyalty, and ultimately spend on our omni-channel platforms.
• Gain deep familiarity with clients shopping patterns and preferences, proactively identifying needs and catering to them through personalized styling advice, curated product recommendations, updates on brand initiatives, seamless order processing, monitoring, and after-sales care ensuring high satisfaction throughout the client journey.
• Maintain high levels of knowledge of products, brands, trends, as well as appropriate levels of general knowledge to entertain meaningful conversations with clients.
• Stay fully up to date with omni-channel platforms and stock availability to quickly address client queries, while flagging any commercial or technical issues that may impact the customer experience.
• Ensure that sales leads are identified in a proactive manner and prioritised, as well as create and implement new selling ideas to ensure sales targets are met and exceeded. Maximise any pre-sales opportunities through customer communication and management of any waiting lists.
• Attempt to maximise sales opportunities as well as minimising missed opportunities for high-value orders via leveraging our product sourcing channels.
• Leverage the company s omni-channels and activations to export the relationship building practice from digital to in-person, in order to boost knowledge of clients, their taste, style and personality, and ultimately their engagement and spend.
• Assist assigned clients with all customer service enquiries, via the available tools, such as phone, e-mail, chat, CRM tool and social media.
  
  

• Support the wider business by understanding clients profiles, preferences and shopping trends, and feeding back pertinent information to the interested departments, such as Trade, Rewards, Buying & Merchandising, Marketing, and others.
• Provide sales and clients reporting to management as and when required.
  
  

• 3 5 years experience in retail with luxury brands; prior experience in E-Commerce and digital capabilities preferred.
• Minimum 2 years experience as a Personal Shopper, Senior Sales Associate, or VIP/Clienteling Specialist, with external client-facing exposure.
• Proven ability to exceed sales targets, demonstrating strong commercial acumen and a natural drive for high-value business achievements.
• Advanced expertise in client interactions building connections, capturing client needs, closing sales, and delivering a seamless experience.
• In-depth knowledge of products, brands, and trends, particularly in Womenswear or Menswear, along with broad general knowledge to engage in meaningful client conversations.
• Strong understanding of the online shopping industry and customer experience, with familiarity in relevant systems and tools.
• Excellent communication and relationship-building skills, with a focus on cultivating long-term client loyalty.
• Strong analytical skills to identify shopping patterns, preferences, and opportunities for client growth.