About the role

About BroadwayBroadway is transforming retail into a personalised, relationship-driven experience. Our Personal Shopping service helps customers seamlessly discover products that match their individual style, needs, and lifestyle through curated shopping journeys across multiple categories.Position SummaryThe Personal Shopper is responsible for converting personalised style consultations into an exceptional shopping experience.Using the customer's Style Profile created by the Personal Stylist, the Personal Shopper curates and guides customers through Broadway, introducing relevant products across fashion, beauty, wellness, footwear, accessories, and lifestyle categories.Working closely with Category Experts, the Personal Shopper drives cross-category discovery, increases basket value, and delivers an effortless premium shopping experience.Key ResponsibilitiesPersonal Shopping Experience

Review and understand each customer's Style Profile before appointments.
Plan personalised shopping journeys based on customer preferences and goals.
Escort customers through the store, curating products aligned with their Style Profile.
Create complete solutions rather than recommending individual products.
Ensure a seamless, engaging, and enjoyable shopping experience.

Cross-Category Selling

Introduce customers to relevant products across multiple departments.
Collaborate with Category Experts for technical product recommendations.
Build complete looks and lifestyle solutions across Fashion, Beauty, Wellness, Accessories, Footwear, and Lifestyle.
Maximise basket value through thoughtful cross-selling and up-selling.
Recommend seasonal collections, launches, and exclusive products.

Customer Relationship Management

Build long-term relationships with repeat and high-value customers.
Maintain records of purchase history and customer preferences.
Conduct post-visit follow-ups and recommend future purchases.
Invite customers for launches, styling events, and exclusive experiences.

Sales Performance

Achieve individual sales and productivity targets.
Drive Average Basket Value (ABV), Units Per Transaction (UPT), Conversion, and Repeat Purchases.
Support customer acquisition through referrals and exceptional service.
Identify opportunities to increase customer lifetime value.

Collaboration

Partner closely with Personal Stylists to understand customer profiles.
Coordinate with Department Managers and Category Experts for product availability.
Support store events, VIP appointments, and exclusive customer experiences.

Product Expertise

Develop strong knowledge across all Broadway categories.
Stay updated on new launches, premium brands, and seasonal collections.
Understand product features, benefits, and suitability for different customer profiles.

Key Performance Indicators (KPIs)

Individual Sales Achievement
Average Basket Value (ABV)
Units Per Transaction (UPT)
Conversion Rate
Cross-Category Sales Mix
Repeat Customer Rate
Customer Lifetime Value
Appointment-to-Sales Conversion
Customer Satisfaction (CSAT/NPS)

Qualifications

Bachelor's degree preferred.

Experience

2–6 years in Premium Retail, Luxury Retail, Personal Shopping, Client Advisory, Relationship Management, or Customer Experience.

Skills

Strong consultative selling skills
Exceptional relationship-building abilities
Commercial acumen
Cross-category product knowledge
Customer-first mindset
Excellent communication and presentation skills
Planning and organisational skills
Professional grooming and confidence

Success in this RoleA successful Personal Shopper transforms personalised style recommendations into memorable shopping experiences, helping customers discover products they genuinely love while driving strong commercial outcomes for Broadway. By combining consultative selling with expert collaboration, they create long-term customer relationships that keep clients returning to Broadway.

Personal Shopper

About the role

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