Client Development Manager

Browns Fashion

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. 

The Role

Reporting to the Head of Customer Experience, the role of the Client Development Manager (based in our Brook Street store) is to lead and develop a team of high performing professionals to deliver a consistent luxury customer experience, grow high value customer segments, achieving all commercial targets and KPI’s. Considerable management experience is required to deliver and exceed targets per annum with demonstrated experience exceeding goals through strong management skills.

You will work collaboratively across the business and closely with key stakeholders including from HR, operations, facilities management, buying & merchandising. 

WHAT YOU'LL DO

• You will be the driving force behind delivering an exceptional luxury customer experience and delivering impressive commercial results.
• You will lead by example, setting the highest standards of service and operational excellence while ensuring that every client interaction reflects the luxury and exclusivity of our brand.
• You will lead a team of professionals cultivating a culture of excellence, accountability, and continuous improvement.
• Your leadership will ensure that each team member is empowered to deliver a world-class client experience and deliver on all targets and KPI’s.
• You will maintain team management standards, manage performance on an ongoing basis and ensure thorough and robust onboarding for new team members
• You will set and manage goals for a team of Style Advisors / Personal Shoppers meeting with them to review performance against set goals.
• Monitor and analyse reports and KPIs across all departments, using data-driven insights to inform decision-making and optimize the client experience.
• You will identify trends, areas for improvement, and opportunities to exceed sales targets and enhance client satisfaction.
• Work closely with Buying and Merchandising teams, as well as other department heads to ensure that the Boutique environment is not only visually stunning but also functionally aligned with the client journey.
• You will be responsible for ensuring that all departments are synchronised in delivering an elevated experience.
• As an expert in Client Development, you will oversee client outreach initiatives, ensuring that our most valued clients receive tailored communication and exclusive opportunities.
• You will track and report on the success of these initiatives, continuously refining strategies to build stronger client relationships.
• Ensure that all processes and procedures are followed meticulously, with a focus on operational flow, accuracy, and efficiency.
• You will work with the Head of Customer Experience to develop and implement business strategies that enhance operational effectiveness and contribute to the overall success of the store.
• Lead the training and development of the team, with a particular focus on luxury service standards, client engagement, and commercial acumen.
• You will plan and organise training programs that upskill team members and foster a high-performance culture.
• Stay ahead of industry trends and continuously seek new ways to enhance the client experience.
• You will lead initiatives that drive innovation, from digital enhancements to in-store events, ensuring that our store remains a leader in luxury retail.

WHO YOU ARE

• You have extensive experience in managing teams within a luxury retail environment, with a proven track record of delivering on sales targets and client satisfaction.
• You are a natural leader who inspires confidence and excellence in others.
• You are passionate about delivering unparalleled client experiences and have an in-depth understanding of luxury service standards.
• You are proactive in anticipating client needs and always go the extra mile to ensure their satisfaction.
• You have a deep understanding of retail KPIs and are skilled at using data to inform strategy and decision-making.
• You are commercially astute, with a keen eye for opportunities that drive sales and enhance the client experience.
• You work well with others, building strong relationships across departments to ensure a cohesive and seamless client experience.
• You are an effective communicator, able to influence and inspire at all levels of the organization.
• You thrive in a dynamic, fast-paced environment and are comfortable managing change.
• You are calm under pressure and skilled at navigating complex situations with confidence and ease.

REWARDS & BENEFITS

• Flexible benefits - Private Medical Insurance, Dental Insurance, Gym Memberships, Pension scheme and more
• Critical Illness Insurance and Life Assurance

EQUAL OPPORTUNITIES STATEMENT

• FARFETCH GROUP is an equal opportunities employer ensuring that all applicants are treated equally and fairly throughout our recruitment process. We are determined that no applicant experiences discrimination on the basis of sex, race, ethnicity, religion or belief, disability, age, gender identity, ancestry, sexual orientation, veteran status, marriage and civil partnership, pregnancy and maternity, or any other basis prohibited by applicable law. We continue to build our consciously inclusive culture as part of our Positively FARFETCH strategy throughout our business, partnerships and communities