The Personal Shopping Expert (PSE) is responsible for delivering a premium and consistent personal shopping experience across the store. The role focuses on building a loyal client base, driving sales performance, and enabling seamless cross-store customer engagement through strong collaboration, product expertise, and clienteling.
Service & Sales
- Listen well and communicate clearly to customers across assigned store/channel
- Build and manage a portfolio of loyal & repeat customers across the store
- Drive ATV and sales performance
- Deliver a consistent, high standard of customer service experience
- Provide a seamless, easy, and inspiring omnichannel shopping experience
- Make personalized recommendations (suggestive selling & upselling across the stores) based on deep customer insights
- Take initiative to proactively connect with customers (appointments, follow-ups, remote selling where applicable)
- Collaborate with store teams to ensure customer needs are fulfilled even when stock is unavailable in one store (cross-store fulfilment)
- Meet individual sales targets through cross-selling
- Ensure high standards of customer care, exceeding expectations across all touchpoints
- Maintain confidentiality of customer information
- Comply with all store policies
Coordination & Store Collaboration
- Work across multiple departments within the store, planning visits and customer engagements effectively
- Build strong relationships with store managers and teams to gain alignment and support
- Act as a bridge between store and customers, enabling cross store selling, product movement, reservations, or customer referrals
- Ensure consistency in service standards and customer experience
- Support stores during peak periods, events, or high-value customer interactions
- Share best practices across stores to elevate overall performance
Customer Relationship Management
- Maintain a centralized database of customer profiles (preferences, purchase history, feedback)
- Advise on promotions, fast-selling lines, and customer trends across
- Maintain strong knowledge of merchandise across the store and curate tailored shopping experiences
- Provide insights on customer preferences (likes, dislikes, feedback) to relevant departments and develop strong relationships with the customers
Operational Excellence
- Ensure smooth coordination for inter-store stock transfers or reservations
- Track personal performance across stores and identify growth opportunities
- Ensure proper handling of unsold goods and coordination with respective store teams
Support
- Advise on promotions, fast-selling lines, and customer trends
- Maintain strong knowledge of merchandise
- Provide insights on customer preferences (likes, dislikes, feedback) to relevant departments
- Identify gaps in assortment or service across the store and suggest improvements
Key Performance Indicators
- 100% store achievements on PSE Target for assigned store
