V&C
AI Implementation Strategist
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Reports to: COO or Managing Director, with a dotted line to the CEO
Works closely with: Retail, E-commerce, CRM, Merchandising, Marketing, Finance and IT
Contract: Permanent, full time (or 6–12 month interim/fractional)
About the role
Our client is a luxury retailer known for exceptional product and personal service is looking to implement AI to give their teams more time for clients, sharpen commercial decisions and run the business more efficiently, without losing the discreet, human service that defines luxury.
This is a hands-on leadership role: the successful candidate will set the company's AI direction, deliver practical results and build its people's skills and confidence, turning AI from an idea into everyday ways of working.
Key responsibilities
Strategy
- Identify where AI adds most value across clienteling, CRM, merchandising, content, customer service and operations
- Own a 12–24 month AI roadmap with clear business cases linked to commercial goals
- Advise the leadership team on opportunities, risks and investment
Delivery
- Lead priority projects to measurable results, such as:
- Clienteling: AI-supported client notes, next-best-action and personalised outreach
- CRM: smarter segmentation and personalised campaigns
- Merchandising: better forecasting, allocation and stock decisions
- Content: faster, on-brand product descriptions, translations and imagery
- Customer service: AI-assisted responses in the brand voice
- Select and manage technology partners, working with IT on integration and security
- Track and report benefits: time saved, sales uplift, stock efficiency and client satisfaction
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People and adoption
- Train and support teams from head office to stores
- Build a network of AI champions across departments
- Lead change carefully, making clear AI supports people rather than replacing the client relationship
Governance
- Own the company AI policy, covering acceptable use, UK GDPR and the EU AI Act where relevant
- Ensure all AI output meets luxury standards for tone, imagery and accuracy
- Protect client data and confidentiality, especially for high-net-worth clients
- Work with IT and data owners to improve data quality
First-year success
- 90 days: opportunity audit complete, AI policy agreed, roadmap approved, two quick wins live
- 6 months: at least one major use case live and measured; trained champions network in place
- 12 months: clear ROI reported to the board, AI embedded in at least three functions, and a plan for the next phase, including whether to build an in-house team
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About you
- Track record leading digital, e-commerce, CRM or transformation programmes in luxury, premium fashion, beauty or high-end retail
- Hands-on delivery of AI or automation projects with measurable results
- Experience managing technology vendors and leading change across head office and stores
- Strong understanding of luxury clients, clienteling and brand standards
- Practical knowledge of AI tools (e.g. generative AI platforms, Copilot, Gemini, AI features in CRM and e-commerce, automation tools)
- Sound grasp of data quality, responsible AI and UK GDPR
- Able to build business cases and report on financial outcomes
- Commercially minded, curious and practical, comfortable at pace
- An excellent communicator, able to explain AI simply to store teams and confidently to the board
- Discreet, with a natural respect for the brand and its clients
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