Personal Shopper

About Browns

Browns is a London-born luxury fashion destination that has helped redefine modern retail since 1970. Known globally for curating leading designer names and emerging talent, the brand combines style authority with a distinctive, elevated service culture. Backed by Farfetch, Browns continues to push the boundaries of luxury shopping through creativity, innovation, and a client-first approach.

People are central to the business. Browns aims to create an inclusive workplace where individuality is valued, different perspectives are welcomed, and every team member is encouraged to contribute meaningfully.

Role Overview

The Personal Shopper will be based in the Browns Boutique in Mayfair and will join the in-store team to deliver highly tailored luxury shopping experiences. This role suits a commercially minded fashion professional with a refined sense of style, strong relationship-building ability, and a track record of delivering service that exceeds expectations while contributing to revenue growth.

You will be responsible for developing strong client relationships, offering expert styling guidance, and increasing sales through proactive engagement with walk-in visitors, your own client portfolio, and assigned customers across both physical and digital channels. The aim is to provide a personalised, polished, and distinctive shopping journey.

From the boutique, you will support a seamless customer experience across key segments such as walk-in customers, independent stylists, and high-value local and international clients. A substantial and current personal client book is highly desirable and should ideally move across to Browns with the successful hire.

Key Responsibilities

• Partner with the Client Development Manager and wider business teams to strengthen client engagement and improve sales outcomes.
• Grow and retain a high-value client base through thoughtful service, regular outreach, and targeted relationship management, while protecting healthy margins.
• Use relevant retail and clienteling platforms confidently, including D365, Storm, Shopify, Salesforce, Excel, and related communication tools.
• Spot opportunities to expand performance across client groups, regions, and product categories, and bring forward ideas that support acquisition and retention.
• Bring in new customers through boutique footfall, BrownsFashion.com traffic, events, and social media activity.
• Build your client base through in-person and virtual personal shopping sessions, live shopping, and ongoing follow-up.
• Represent Browns at events and activations, helping deepen client relationships and strengthen the brand presence.
• Own the full client journey, from first outreach and onboarding through to sales completion, fulfilment, returns, and aftercare.
• Maintain exceptional boutique presentation standards and ensure the store always reflects Browns’ luxury positioning.
• Help organise and host private shopping appointments, trunk shows, and exclusive client events, and participate in Browns content where appropriate.
• Handle bespoke requests and special orders with accuracy, care, and consistently high service levels.

Requirements

• Established experience in luxury fashion, supported by strong sales results.
• Evidence of consistently meeting and surpassing targets.
• Commercial awareness with the ability to interpret basic business data and performance information.
• Highly self-driven, proactive, professional, and comfortable working both independently and within a team.
• Strong communication and relationship-building skills.
• Confidence in hosting, speaking with clients one-to-one, and participating in events or presentations.
• Ability to connect with clients from different regions, cultures, and industries while building long-term relationships.
• A service-led mindset, with the ability to engage clients both in person and remotely.
• Good knowledge of luxury brands, designers, and current fashion trends, with a willingness to keep this knowledge fresh.
• Strong product passion and the ability to communicate newness and key trends clearly to clients.
• Well organised, detail-oriented, and capable of juggling sales, service, operations, logistics, and customer care tasks.
• Experience using retail systems and CRM tools effectively.
• A continuous improvement approach with a focus on efficiency and accuracy.
• Availability to work weekends, public holidays, and peak trading periods.

Additional Information

Browns and its parent group are committed to fair hiring and equal opportunity. Applicants are considered without 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 protected characteristic under applicable law.

There is also a fraud warning: recruitment messages or offers claiming to represent the company may be fake. The company does not recruit through unofficial messaging apps or channels and will never request payment during hiring.

The recruitment process may involve AI-assisted tools to help review applications, assess resumes, or identify inconsistencies in application materials. These tools support the recruitment team, but final hiring decisions are made by people. Candidates seeking information about data processing can contact the company directly.