Director of Clientelling and Service Excellence

Job Introduction

The Director of Clientelling & Service Excellence  will be a key member of the Stores Leadership Team and report directly into the Executive Director - Store’s.

 The Director of Clientelling & Service Excellence  will be accountable for the Service Excellence and Clienteling team and Personal Shopping Teams . Their mission will be to bring to life the unique Selfridges spirit across all customer touchpoints instore, delivering a best-in-class service that supports deliver an overall omnichannel experience. 

 As a senior leadership position within Selfridges the Director of Clientelling and Service Excellence is accountable for the setting our Clienteling and Service Strategy to enable consistent application and performance of our Customer KPI’s  across all of our locations.

 The Director of Clientelling & Service Excellence  will develop and drive our Clienteling and Service strategy; partnering with key internal peers within teams such as GM’s Buying & Merchandising, Customer Experience, Supply Chain and Tech to further improve our sales and customer growth and performance, as part of an omnichannel retail destination.

 Key Responsibilities:

•  Develop and articulate the vision and strategy for the ultimate customer experience across the stores including initiatives to deliver extraordinary customer experiences aligned with our 121 Customer Strategy.
• Grow and develop Personal Shopping business across all stores including the future strategy and environments in line with current 5 year plan.
• Develop clientelling strategy and roadmap taking into consideration existing plans and training to determine future opportunities, revised roadmap with he relevant training and support required.
• Collaborate across the business to connect physical retail and digital channels/touchpoints to ensure consistency across platforms and best in class customer experiences 
• Inspire, engage and motivate the stores leaders and teams so that customers are at the heart of all decision’s customer touch points 
• Understand the local market dynamics and retail network. 
• Partner closely with other members of the Selfridges Leadership team and encourage cross-functional collaboration to elevate all elements of the customer agenda including customer acquisition, as well as inspiring in-store experiences. 
• Foster a culture of innovation and creativity by bringing new ways of thinking and designing principles to all aspects of physical retail. 
• Create an environment which encourages teamwork and continuous improvement, setting the standard for high output, efficiency, sense of urgency and accountability while advocating and living core values and higher purpose.
• Build, nurture and grow our VIP relationships across all stores (London, Manchester and Birmingham)
• Support and implement VIP customer programme. 
• Develop reporting and the key KPI’s to support the embedding and management of the above. 

 KPI’s

Client Retention & acquisition growth

NPS 

Personal Shopping growth

Key skills & experience:

• A history of leading innovative, customer focused ideas that translate into transformative results. A track record of delivering long term sustainable and profitable growth; 
• A fashion, luxury or lifestyle background would be preferred, although other relevant consumer-facing experience will also be considered.
• Customer-centric with the ability to drive both a unique and consistent customer experience. 
• Visionary thinker, able to take a consumer centric approach to lead Selfridges into the future. 
• Possesses numerical, analytical and commercial acumen, combined with a creative mind and an inherently high taste level; 
• A natural relationship builder, able to further strengthen the exceptional relationships Selfridges has with its vendors and its consumers; 
• Strong influencing and stakeholder management skills to be able to work effectively cross-functionally and build partnerships with different areas including maximising the relationship with buying and merchandising; 
• Able to work with multiple stakeholders and agendas, whilst maintaining clarity of vision in an environment of constant innovation and change; 
• Superior leadership skills with a demonstrated ability to attract and develop talent. Able to work and engage with a diverse team spanning throughout the organisation and connecting with our team members in store. 

 Style/ Behaviours 

• An inspiring leader with positive energy, dynamism, stature and gravitas; 
• High EQ, compelling communicator and strong interpersonal and influencing skills; 
• Customer champion, with an inherent ability to foster collaboration and strong cross-functional working; 
• Entrepreneurial mindset with the ability to innovate. 
• Tenacity and resilience to make things happen and implement change; 
• An appetite for working in a fast-paced environment; 
• A Selfridges Brand Ambassador – strong connection with the brand and its values 

Selfridges has always been much more than a shop. We’re a social space where everyone is welcome and feels a sense of belonging, a creative playground where culture and commerce collide, and an experimental hub where you can discover the most innovative and sustainable ideas in retail. We’re here to help make the world brighter. And you can be an important part of this. We’ll talk more about the role below, but before we get to that, let’s share with you the good stuff…  

Rewards and benefits 

Life at Selfridges is dynamic, exciting, and always evolving. As well as working with some of the most cutting-edge, iconic and boundary-pushing brands, designers and creatives, we also offer our team members opportunities to help make a positive difference through our network of communities, both within and outside Selfridges. Here are just a few of our rewards and benefits that help make our team experience that bit more extraordinary. 

• Flexible working options to benefit you, your family and your wellbeing that can include part-time, flexi-time, job sharing or hybrid working
• Generous annual leave that increases with length of service 
• Up to five paid volunteering days – from beach cleans to co-ordinating food and clothing donations 
• Family leave that suits your set up including Maternity, Paternity, Adoption, Surrogacy and Shared Parental leave policies 
• Defined pension contribution scheme  
• Generous bonus and/or commission scheme  
• Enviable team member discount including sale previews and double discount days 
• Exclusive local discounts on a range of restaurants, bars, beauticians and entertainment 
• Subsidised gym memberships  
• Annual travel pass and cycle-to-work schemes  
• A sustainable car salary sacrifice scheme 
• Several internal communities to get involved in from our Diversity Board and Green Warriors who are leading the charge on D,E&I and sustainability, to the Wellbeings who are always thinking of new ways to champion healthy minds, bodies and routines for our team members 
• Workplace Options, our confidential team member assistance programme for when life gets tricky or you need a little guidance 
• Access to a wide range of training programmes to help your career development 

Selfridges