Director, Personal Shopping
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Develop and manage digital styling management team that oversees 75 stylists
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Assist in scaling digital styling program by hiring more stylists
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Own culture for work from home styling team
SALES & KPI PLANNING AND EXECUTION
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Develop monthly and yearly sales plan for broader team and monthly goals for each regional team
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Own styling team KPI’s and drive team to ensure that they are met
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Own KPI and sales reporting enhancement efforts
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Partner with HR to develop new stylist performance management and monthly review process, leveraging automated store reporting tools to expedite the monthly sales recapping and goal setting process
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Set up sales incentives where appropriate
PRODUCTIVITY
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Track stylist productivity and establish new benchmarks as system enhancements are deployed to ensure time is maximized with client-facing activities
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Lead weekly team meetings with management team to discuss key metrics, opportunities and issues
OPERATIONS
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Oversee styling operations and development for digital styling team
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Manage expenses including pay roll to ensure initiative stays on budget and is profitable
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Own NMVIP event calendar by laying out events, presenting to stylists, and tracking results
- Partner with marketing and PR to develop in person client events
- Partner with New York manager for Hudson Yards execution
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Manage the communication cadence for different groups of customers, depending on their activity in the program
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Develop and own special order process
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Drive best practices for process improvement and client experience consistency
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Be the central point of contact for the styling team to resolve wider customer issues with other departments
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Streamline the instore selling process to unlock additional inventory
CLIENT EXPERIENCE
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Own customer satisfaction ratings and ensure that management team is driving them with the stylists
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Partner with cross-functional teams when necessary to ensure clients are receiving superior service
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Ensure training is streamlined and maintain current training materials
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Work with senior director on positioning the program for further expansion including a sales associate integrationQUALIFICATIONS
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Experience managing large teams
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Experience managing managers of teams
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Sales management in the luxury market space
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Bachelor's degree