Retail Manager - Mat Cover (Head of Style Concierge)
The Company Harper is a fashion technology startup that’s reimagining the shopping experience for the digital age. Touted as the “future of shopping” by Lisa Armstrong, Fashion Director for The Telegraph, Harper’s team of mobile Style Concierge deliver the in-store shopping experience to online customers. Designed to help retailers navigate a turbulent retail environment, Harper empowers retailers to engage the time-poor, experience-driven modern consumer. The effortless try-before-you-buy shopping service improves customer satisfaction whilst maximising customer lifetime value and minimising the impact of returns. The Role At the heart of Harper is our customers. We serve two customers at Harper: the fashion brands who implement our service and the shoppers who use the service. Over the last 5 years, we’ve built a reputation for providing an unparalleled shopping experience becoming the highest-rated shopping experience on Trustpilot. The Mission As the Head of Style Concierge, your mission is to set the standard at Harper and continuously improve, maintain and grow our customer experience through our Style Concierge team and associated services. Responsibilities Managing the team Manage a team of 30+ remote sales team members, driving the customer experience and improving key sales performance metrics. Own and drive the data metrics surrounding the style concierge team and setting out ways to improve them - you’re likely a people first, data led type of person Develop and monitor key performance indicators (KPIs) to measure the effectiveness and efficiency of the Style Concierge team Design and deliver training and development programmes to enhance the team's knowledge and skills in luxury brand styling, customer service and product. Maximise sales opportunities including remote experience and proactive sales generation, development and retention. Ensure the delivery of personalised and curated styling services to customers, exceeding their expectations. Developing styling strategies and translating these into actionable tasks to drive sales and maximise client satisfaction Managing the Service Be the brand - set and maintain the standard both internally and externally, promoting the value and uniqueness of our services. Set the tone of voice and communication standards for our teams that enhances our brand and promotes excellent customer experience. Set the overall vision for initiated sales and customer experience whilst driving growth through retention and low returns. Set clear brand expectations, provide regular feedback, and conduct evaluations across the business. Collaborate with cross-functional teams to align and deliver service offerings inline with the company's vision. Identify new ways for partners and customers to strengthen their relationship with Harper. Translating it into actions and focus within your team. Stay up-to-date with trends to provide curated styling advice to customers. Proven experience (3+ years) in a similar leadership role managing a team of sales associates in fashion or luxury retail industry Experience in womenswear and a genuine interest in, the luxury customer profile and lifestyle Experience with high-end brands and luxury brands Full clean UK driving license The ideal candidate: A strong communicator. You can find common ground and establish strong relationships with any type of person. Passionate about customer experience with an inner calling to the fashion industry. Strong knowledge and enthusiasm for personal shopping – you understand the needs and wants of the customer Strong performance management experience within a team sales environment Commercial acumen – able to interpret analytics and strategise in order to hit or exceed targets A genuine “people person” with a passion for helping others learn and grow. You get a kick out of helping your team members succeed, people first data led. High levels of emotional intelligence and self-awareness and ability to flex your style – not just with your team members but also with our customers and brands, and you help your team to do the same. The ability and confidence to analyse and interpret multiple data sources and take appropriate actions. Proven experience of influencing and persuading key stakeholders into action Strong decision-making ability and an autonomous approach The ideal candidate may also have: Experience working in eCommerce with strong knowledge of the platforms and industry. Experience working in a startup environment or similarly dynamic fast-pace organisation. Experience in alterations and tailoring (nice to have).
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The Company Harper is a fashion technology startup that’s reimagining the shopping experience for the digital age. Touted as the “future of shopping” by Lisa Armstrong, Fashion Director for The Telegraph, Harper’s team of mobile Style Concierge deliver the in-store shopping experience to online customers. Designed to help retailers navigate a turbulent retail environment, Harper empowers retailers to engage the time-poor, experience-driven modern consumer. The effortless try-before-you-buy shopping service improves customer satisfaction whilst maximising customer lifetime value and minimising the impact of returns. The Role At the heart of Harper is our customers. We serve two customers at Harper: the fashion brands who implement our service and the shoppers who use the service. Over the last 5 years, we’ve built a reputation for providing an unparalleled shopping experience becoming the highest-rated shopping experience on Trustpilot. The Mission As the Head of Style Concierge, your mission is to set the standard at Harper and continuously improve, maintain and grow our customer experience through our Style Concierge team and associated services. Responsibilities Managing the team Manage a team of 30+ remote sales team members, driving the customer experience and improving key sales performance metrics. Own and drive the data metrics surrounding the style concierge team and setting out ways to improve them - you’re likely a people first, data led type of person Develop and monitor key performance indicators (KPIs) to measure the effectiveness and efficiency of the Style Concierge team Design and deliver training and development programmes to enhance the team's knowledge and skills in luxury brand styling, customer service and product. Maximise sales opportunities including remote experience and proactive sales generation, development and retention. Ensure the delivery of personalised and curated styling services to customers, exceeding their expectations. Developing styling strategies and translating these into actionable tasks to drive sales and maximise client satisfaction Managing the Service Be the brand - set and maintain the standard both internally and externally, promoting the value and uniqueness of our services. Set the tone of voice and communication standards for our teams that enhances our brand and promotes excellent customer experience. Set the overall vision for initiated sales and customer experience whilst driving growth through retention and low returns. Set clear brand expectations, provide regular feedback, and conduct evaluations across the business. Collaborate with cross-functional teams to align and deliver service offerings inline with the company's vision. Identify new ways for partners and customers to strengthen their relationship with Harper. Translating it into actions and focus within your team. Stay up-to-date with trends to provide curated styling advice to customers. Proven experience (3+ years) in a similar leadership role managing a team of sales associates in fashion or luxury retail industry Experience in womenswear and a genuine interest in, the luxury customer profile and lifestyle Experience with high-end brands and luxury brands Full clean UK driving license The ideal candidate: A strong communicator. You can find common ground and establish strong relationships with any type of person. Passionate about customer experience with an inner calling to the fashion industry. Strong knowledge and enthusiasm for personal shopping – you understand the needs and wants of the customer Strong performance management experience within a team sales environment Commercial acumen – able to interpret analytics and strategise in order to hit or exceed targets A genuine “people person” with a passion for helping others learn and grow. You get a kick out of helping your team members succeed, people first data led. High levels of emotional intelligence and self-awareness and ability to flex your style – not just with your team members but also with our customers and brands, and you help your team to do the same. The ability and confidence to analyse and interpret multiple data sources and take appropriate actions. Proven experience of influencing and persuading key stakeholders into action Strong decision-making ability and an autonomous approach The ideal candidate may also have: Experience working in eCommerce with strong knowledge of the platforms and industry. Experience working in a startup environment or similarly dynamic fast-pace organisation. Experience in alterations and tailoring (nice to have).
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