Head of Personal Shopping

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.

Job Responsibilities

• Work closely with the Personal Shopping Digital & Marketing Manager and the wider team to drive sales, margin, daily operations, CRM and acquisition strategies.
• Interpret data and performance insights to meet or exceed targets, identifying opportunities across client groups and store performance.
• Develop and implement strategies to grow sales and contribution year‑on‑year.
• Strengthen operational efficiencies across the Personal Shopping function, ensuring consistency across all locations.
• Drive awareness of Personal Shopping across social media channels in partnership with relevant teams.
• Define, track and deliver team KPIs and department OKRs.
• Lead the implementation, training and ongoing management of systems, processes and policies.
• Ensure full compliance with FLANNELS policies and standards.
• Own departmental P&L, including forecasting and budgeting.
• Collaborate with Brand Partnerships, Commercial, Digital, Retail and Customer teams on overall strategy.
• Oversee commission reporting and ensure accuracy.
• Manage stock movement effectively to support commercial performance.
• Maintain strong alignment between Personal Shopping, Stylists, Social and PR teams.
• Support innovative client engagement initiatives and brand awareness activity.
• Act as a brand ambassador, ensuring FLANNELS values are reflected across all client and internal interactions.
• Build strong relationships with internal departments, including Logistics, Retail Insights, Marketing, PR, E‑commerce and Senior Leadership.
• Travel nationally to support, train and implement Personal Shopping initiatives across the FLANNELS estate.

Qualifications

• Minimum 5 years’ experience in Personal Shopping within a luxury consumer sector.
• An existing client book is highly desirable.
• Proven experience in leading and developing high‑performing teams.
• Strong analytical capability, with the ability to interpret data and adapt strategies across different locations.
• Collaborative approach with the ability to influence key stakeholders and drive change.
• Demonstrated success in delivering strategic initiatives and long‑term improvements.
• Passion for digital channels and understanding of how they integrate with retail operations.
• Experience supporting new store or Personal Shopping suite openings.
• Strong communication, interpersonal and negotiation skills.
• Solutions‑focused, with the ability to work at pace and meet deadlines.
• Proficient in Microsoft Office (Word, Excel, Outlook) and CRM/clienteling systems.

Benefits

• Frasers Champion – Employees are recognised every month for their hard work. Winning employees receive double their pay for a month.
• Retail Reconnect – Employees gain insights by spending one to two days in a store or the warehouse each financial year, improving frontline understanding.
• Fearless 1200 – A reward system that links performance to remuneration, recognising colleagues for living our values and delivering impact.
• Frasers Fit – Free gym classes, discounted memberships, and a wellbeing app that supports physical, financial and mental wellbeing.
• Retail Trust – Free access to a 24‑hour wellbeing helpline, wellness hub, counselling and financial/legal support.

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