Browns VIC Manager

UK London, United Kingdom Browns - Retail - Retail Permanent
Disruptive, unexpected and revolutionary in our own way... Browns changed the course of retail and fashion history forever when it opened in 1970. Born in London but celebrated globally, we're the one-stop shop for the best luxury fashion including established designers and emerging talent; renowned for our influence in fashion and style, and our innovative approach to retail and high-level service. Powered by Farfetch, we continue to disrupt the retail landscape to deliver a global luxury shopping experience of the future, championing creativity and originality.
Our people are at the heart of everything we do. Together we are here to make a difference and to spread kindness. We welcome differences, empower individuality and celebrate diverse skills and perspectives, creating an inclusive environment for everyone.

We’re dedicated to amazing our special clients through our luxury personalised service. We’re a truly global team with functions covering Personal Styling/Shopping, Client Development, Client Service, Operations and Partnerships. We understand the world of luxury fashion and lifestyle and we’re unique in our approach to building long-lasting relationships with our clients, helping them to discover magical experiences through Browns and the FARFECTH Group.

Our London Head Office is based on Old Street, London’s tech hub, home to a broad range of teams including Ecommerce, Tech & Product, Brand Engagement, Buying, Merchandising and People. Our open plan space is ideal for collaborative working and sharing ideals, or you can enjoy some quiet time in our dedicated library. We also have a large outdoor terrace which is the perfect spot to have a team lunch or host events. We also have  a home in the form of our retail boutique, Browns Brook Street in Mayfair. 

You'll be responsible for leading a team of Personal Shoppers, who value the relationships they build with our most valuable clients, motivating them to achieve and exceed individual sales targets and robust KPIS. Your team will contribute to our growth and ambition to be the multiband boutique retailer, you'll develop a unique skillset as you partner with functional leaders and stakeholders to design and implement the Browns strategy, aiming to engage and drive customer engagement, retention and loyalty. Through a variety of engagement and selling activities, you'll ensure a seamless, exceptional luxury shopping experience for our VIC customers. The ideal profile is someone with strong commercial and business acumen, a deep knowledge of luxury fashion, and experience of managing sales turnover and KPI management. You'll have the capability to develop strategies and actions to enable the achievement of sales targets, but most importantly, you'll be a natural leader, committed to developing and motivating your team to create a high performance culture. You will also have a passion for people development, career mapping and succession planning.
  • You’ll collaborate with the Customer Experience Director to translate the department strategy into operational and tactical business action plans, to be executed by you and your team. 
  • You’ll analyse, manage and review selling activity and KPI’s (including but not limited to sales reports, client books, client acquisitions, client behaviour) for your team and region, continuously reviewing performance against set objectives, identifying potential efficiency improvements and determining solutions for at-risk areas and opportunities. 
  • You’ll build, lead, motivate and develop and train your team using the company’s find, train and retain framework.
  • You will provide guidance and formulate action plans to help improve their sales techniques and clienteling with new clients including blackbook, existing and lapsed clients, to grow and retain all our VIC’s.
  • You’ll identify talent within your team understanding skill sets and competencies and be able to career path into potential roles within the VIC/ Private Client career path framework. 
  • You’ll work with your team on daily and weekly outreach communication strategies to our clients whilst being able to analyse with your team on daily and weekly outreach communication strategies to our clients whilst being able to analyse the performance and impact of weekly edits, 121 communications and relevant tier base.
  • You’ll oversee and support the management of stylists with any affiliate activity across your assigned geographic region. 
  • You’ll be responsible for recruitment of exceptional, world class Personal Shoppers within your team.
  • You'll manage the commission reporting of your team to the People team, ensuring accuracy and timely payment processing.
  • You’ll partner with functional leaders and teams on acquisition strategies. brand collaborations and partnerships to identify new business opportunities to grow our client portfolio.
  • You’ll support client development and client engagement activities (e.g. gifting, meals, events, styling appointments, shopping experiences, online and offline) within your assigned geographic region.
  • You’ll attend events and lead when appropriate to aid business development and act as a brand ambassador whilst demonstrating networking abilities to enhance our VIC proposition.
  • You’ll define and manage budgets for your areas, controlling associated costs
  • You’ll have proven experience in luxury fashion sales in a global organisation, with a proven track record of exceeding sales targets and motivating a team to exceed targets.
  • You’ll have experience of contributing to and executing on business strategy to achieve overall organisation goals.
  • You’ll have an intermediate understanding of basic marketing and events.
  • You’ll have experience of people management, coaching and developing a team to build a high performance culture.
  • You’ll have a deep knowledge of current, international fashion trends, fashion designers, products and the wants and needs of luxury customers. 
  • You’ll ideally have experience of managing projects to deliver on time, in scope and budget.
  • You’ll have excellent commercial and financial acumen and an ability to understand and interpret analytics and financials into recommendations. 

  • Browns are looking for a VIC Manager to lead a team of Personal Shoppers who build relationships with our most valuable clients. This role is ideal for someone with a strong commercial and business acumen, a deep knowledge of luxury fashion, and experience of managing sales turnover and KPI management.