TOPSHOP / TOPMAN Personal Shopping Manager, New York

Working Here

New York is home to the heart of our US operation, with a combined retail floor space of over 70,000 square feet split between our SoHo and 5th Avenue locations. TOPSHOP TOPMAN SoHo is our first US store, opening its doors in 2009 and is a stone’s throw away from our Corporate office. Our 5th Avenue store, located in the shadow of the Rockefeller Center is the state’s largest TOPSHOP TOPMAN. With these iconic locations and over 500 New Yorkers on the team, the pace and environment is incredible and keeps our customer coming back for more.

The Job


• Drive an exceptional client experience by role modeling a great service and selling approach and by coaching the team to prioritize the client
• Inspire the team to understand how to wear the product and represent the brand through monitoring and coaching the team to be ‘Fashion Role Models’ at all times
• Motivate the team to ‘Connect with Customers’ through supporting them to develop a range of approaches that suit the different clients
• Deliver ‘All Sizes Out' through challenging the team to monitor and effectively manage all product held in the department
• Drive ‘Know Your Stuff’, supporting the team to develop the knowledge needed to answer any internal and external customer questions
• Manage time and tasks effectively, putting the needs of clients first to ensure that tasks don’t impact on their experience
• Effectively manage escalated internal or external client situations ensuring a positive outcome is achieved
• Proactively maintain and develop VIP and influencer relationships through effective communication and event execution
• Ensure the seamless execution of VIP and celebrity appointments to build client retention and support the growth in awareness of the Brand and department


• Drive the delivery of the Personal Shopping vision
• Liaise with the General Manager to review department performance and opportunities to drive the profile of the service
• Motivate the team to deliver Individual sales goals and all pertinent KPIs, including daily and weekly targets through effective team management and communication
• Attending networking events to drive the department profile and build the store and a personal profile in the local market
• Partner with the Personal Shopping, Press, Marketing and Social departments in order to ensure the seamless execution of high profile appointments, ensuring that all pertinent information and figures are communicated to the relevant teams
• Hold meetings with external parties on behalf of Personal Shopping and the Brand
• Participate and drive ad-hoc projects that drive personal shopping and the Brand
• Embrace all brand initiatives which support a multi-channel customer experience
• Establish a calendar of events, networking and outreach to maximize opportunities to drive the department
• Identify new business opportunities which are relevant and compliment the Brand
• Execute events within and outside of the store to drive brand and service awareness
• Support management team in all Health and Safety requirements and providing a safe environment for customers and the team
• Support the store management team by suggesting and implementing actions which support delivering the store's Stock Loss Action Plan
• Consistently review schedules in line with current trade to minimize payroll spend and maximize productivity
• Drive consistency by ensuring all instore teams are kept up-to-date with pertinent information and executing effective handovers
• Highlight opportunities to improve the daily operations or maximize sales of the department
• Keep up-to-date with all Brand communication
• Knowledge and adherence to all company policies and procedures


• Demonstrate the ability to work with a sense of urgency, effectively balancing multiple requests and tasks
• Demonstrate an ability to problem-solve and react quickly to changing situations
• Manage the cascade of communication to all within the team, effectively filtering messages and ensuring all methods of communication (including TAPP) are utilized to energize and inform the team
• Identify and positively address performance management issues
• Effectively identify opportunities to delegate tools to support development opportunities and completing all tasks effectively
• Know how to drive forward with your own ideas appropriately and professionally
• Develop a strong network across the instore functions and key external parties that support the department goals
• Self-aware and proactive about your own development through seeking out feedback about your strengths and opportunities
• Able to recruit outstanding individuals who will deliver the Brand’s vision and manage their induction process to deliver both the technical and behavioral skills needed to be successful in the role
• Respond to all kinds of feedback in a positive and professional way
• Identify key players within the team to support store succession planning
• Demonstrate flexibility in leadership style and approach to fit individual’s needs
• Drive a development culture ensuring that training needs within in the team or individuals are identified and appropriate training or support is delivered
• Establish clear expectations and review sales goals and KPIs for all the team through regular feedback and reviews
• Effective handing of escalated team issues and challenges

Must Haves

• Currently a Personal Shopping Manager in a similar fashion environment
• A diverse and active client book
• 3-4 years of Management experience or equivalent
• Strong organizational skills Enjoy working in a fast-paced and ever changing climate
• Strong focus on leading the team to drive success across a range of key performance indicators
• Excited by having the opportunity to identify solutions to operational, product and team challenges
• Role model exceptional internal and external customers service
• Open Availability to suit the business needs (including weekends and occasional nights)
• Have an infinity with the Brand identity
• Enjoy being held accountable as business owner

Added Extras

• Paid Time Off
• Staff Discount
• Fashion Role Model Allowance
• Wageworks Commuter Benefit
• 401k Scheme
• Development Opportunities
• Health Care (Medical, Dental & Vision) – Full Time Only