Head Of Personal Shopping - Flannels

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 strategiesInterpret data and performance insights to meet or exceed targets, identifying opportunities across client groups and store performanceDevelop and implement strategies to grow sales and contribution year-on-yearStrengthen operational efficiencies across the Personal Shopping function, ensuring consistency across all locationsDrive awareness of Personal Shopping across social media channels in partnership with relevant teamsDefine, track and deliver team KPIs and department OKRsLead the implementation, training and ongoing management of systems, processes and policiesEnsure full compliance with FLANNELS policies and standardsOwn department P&L, including forecasting and budgetingCollaborate with Brand Partnerships, Commercial, Digital, Retail and Customer teams on overall strategyOversee commission reporting and ensure accuracyManage stock movement effectively to support commercial performanceMaintain strong alignment between Personal Shopping, Stylists, Social and PR teamsSupport innovative client engagement initiatives and brand awareness activity...