VIP & Membership Team Assistant

Role Responsibility

Based in the London Head Office the VIP & Membership Assistant will report into the VIP Proposition Lead and be a part of the team responsible for managing, evolving and driving forward the performance, offer and day-to-day running of the Selfridges VIP and Unlocked programs. 

The VIP & Membership Assistant will sit within the Selfridges Membership team but will work closely with Events, Marketing, Retail, Personal Shopping, Customer Services, Digital and CX teams to ensure the successful running of the programme. 

You will passionate about customer experience, retention, and loyalty and committed to nurturing and understanding our customer’s journey. The VIP Assistant is responsible for maintaining the VIP teams’ daily procedures and administration. This role is cross-functional and will proactively support with the roll-out of VIP strategic initiatives.   

As the VIP & Membership Assistant You Will: 

• Support with administrative tasks for the team to support in efficient delivery for all teams. Tasks include raising Purchase Orders, Budget tracking, agenda setting for the team meeting etc 

• Coordinating of cross-functional initiatives between multiple teams, including capturing actions, sharing requirements, in-flight updates, and post-campaign results 

• Support the end-to-end process of VIP card printing, fulfilment, and delivery. Specifically, accountable for the sharing the data 

• Support in the planning and delivery of activations and new benefit rollouts 

• Work alongside the procurement and production team to maintain VIP collateral capacities 

• Own the upkeep of all VIP Concierge process materials and membership actions 

• Create, evolve, and upkeep the VIP training documents and materials 

• Support with pulling, accessing, and maintaining customer lists using Salesforce in line with quality standards 

• Monitor benefits uptake, updating weekly and monthly reports focusing on redemption 

• Support the VIP Concierge team responding to queries on an ad-hoc basis 

• Flexible approach supporting with ad-hoc projects including VIP email testing 

• Keeping up to date with Selfridges activities, schemes and launches 

• Actively refresh documentation of external membership schemes/customer experiences offers    

The Ideal Candidate

• Highly organised 

• Has a passion and understanding of luxury retail and high-profile customers 

• Flexible approach, with excellent time management and prioritisation abilities 

• Pro-active thinker, and a problem-solver who can show initiative 

• Attention to detail with the ability to manage multiple tasks to a quality high level 

• An ability to work individually and as well as part of a team 

• Experience in a customer experience or operations role 

• Strong written communication and verbal communication skills 

• Proficient in all Microsoft office programmes, particularly excel 

• Industry aware with good understanding of loyalty trends 

• Strong numeric skills  

• Strong understanding of GDPR and importance of data compliance 

About the Company

Rewards and benefits 

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  

• A sustainable car salary sacrifice scheme (subject to eligibility criteria)

• 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 

Read on to find out how you can play your part in Reinventing Retail… 

Everyone is welcome 

Selfridges is a place where we want everyone to feel a sense of belonging. We embrace every self and are committed to cultivating a diverse and inclusive working culture. We are leading with purpose to not only increase the visibility and recognition of under-represented talent within our organisation, but the wider industry too. Here at Selfridges, everyone is welcome – irrespective of race, gender, ethnicity, sexuality, age or disability, we stand by equal opportunities for all.   

To ensure every feels welcome, we offer support at every stage of the application and interview process.  Should you need it, please let your recruitment contact know and they will be more than happy to help.

Our awards cabinet  

We’re not ones to brag, but since you asked...Selfridges has won the award for The World’s Best Department Store an unprecedented four times at the IGDS awards, with an additional award for the Best Sustainability Campaign. We were also recognised as a ‘Best 25 Big Company to Work For 2020’ as awarded by The Sunday Times. 

Selfridges