Jamie Everson Email & Phone Number

London, Gb

Responsible for the daily Private Shopping Front of House operations spanning across four different locations, delivering seamless client experiences through excellent leadership of Client Experience Assistants & floor supervisors.Spearheaded the first client profiling initiative through excellent team leadership, with an objective to create truly bespoke experiences for each client ranging from ‘Welcome back ceremonies’ to curated gifting and experiences. Analyzing data obtained through ‘Voice of our customer’ initiative, tailoring the Elite experience according to what our clients value the most; exclusivity, privacy, safety and innovation. Re structured the Harrods Elite team & strategy through introduction of three core pillars, designed to reward and engage with Harrods most loyal clients.Through leadership of Client Experience Executives, responsible for creation and delivery for all Elite & Private Shopping surprise & delight gifting campaigns, from large scale projects to individual client gifting.Developing team members through tailored development plans, helping to exceed objectives, promote growth and retain talent.Maintained excellent client relationships by efficiently solving client complaints and actioning feedback.

Provided excellent leadership skills to maintain exceptional Front of House operations within Private Shopping's most exclusive & private areas.Maintained and grew excellent client relationships, ensuring client experiences were seamless end to end.Spearheaded the first Elite gifting campaign strategy and calendar, to ensure Harrods top tier of clients are gifted during the most celebrated of occasions, driving retention & loyalty.Implemented Covid secure hospitality strategy, in line with monthly themes and health & safety guidelines.Updated and streamlined Private Shopping private room booking procedures, simplifying the user journeys as well as generating valuable quantitative data.Applied expert knowledge for daily completion of tasks and streamlining workflows.Managed a team of Client Experience Assistants, growing talent and developing team members in areas that required growth.

Spearheaded the first Private Shopping internship project from curation to execution - collaborating with a private university to onboard 3 students from UHNW backgrounds, to gain fresh insight into the minds of younger UHNWI originating from specific regions.Created the first Private Shopping secondment programme, sourcing talent throughout the wider store, promoting internal growth, expanding our talent pool keeping staffing costs to a minimum. Maintained the Stylists team stock holding, ensuring required SLA's were adhered to and stock integrity was maintained, achieving 0% stock loss for the year.Worked with operations team to ensure all processes in place were adhered to.Managed a team of 16 Personal Shopping Assistants, growing and developing the next generation of Personal Shoppers.

Working with key stakeholders within the Food buying and Food halls teams, to create a complimentary exclusive food menu for Private Shopping clients to enjoy.Supervising and mentoring a team of 16 Front of House Coordinators, devising motivating and engaging personal development plans, in order to further their skill set.Greeting UHNWI, royal, celebrity & loyal clients into the department, arranging the finer details within, and beyond their appointment.Responsible for completing the teams monthly rota, pay roll and driving the teams KPI’s.Resolving client complaints and difficult situations, turning a negative experience into a positive outcome whilst ensuring the reputation of the Harrods brand is upheld.Building strong relationships with other brands in order to create exclusive experiences for our clients, to maximise their spending potential.Assessing complex client enquiries, ensuring they are looked after by the best possible stylist / personal shopper.Delivering trainings to the team in areas where weakness is shown.

London, United Kingdom

Greeting UHNWI, Royal, Celebrity & Loyal clients into the department, arranging the finer details within, and beyond their appointment.Co-ordinating a large team of By Appointment Personal Shoppers, Stylists and support staff. Arranging appointments by aligning clients with relevant experts. All Appointments & diary management arranged in MS Outlook.Taking on new responsibilities for the Harrods wedding ‘Gift Bureau’, this involved developing & improving new & existing processes, including the creation of the new training manual for all future team members.