Floris London
Floris London Fragrance Specialist (Selfridges & Fortnum & Mason)
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Location: Selfridges/ Fortnum & Mason London
Reports to: Head of International Sales
Role Purpose
The Fragrance Specialist is responsible for driving the commercial success of the Floris London business within Selfridges & Fortnum & Mason. This role combines luxury retail management, relationship building, and brand representation to deliver exceptional customer experience while achieving sales and targets.
As the key ambassador for Floris London, the Fragrance Specialist will ensure the highest standards of service, visual merchandising, and operational excellence whilst maintaining a strong partnership with the Selfridges management team. This role will also oversee the Fortnum & Mason business.
Key Responsibilities
Sales & Commercial Performance
- Achieve and exceed monthly, quarterly, and annual sales targets.
- Analyse sales performance, identify trends, and implement action plans to maximise opportunities.
- Drive conversion, average transaction value, and repeat customer business.
- Deliver commercial initiatives that support both Floris London and retail objectives.
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Client Experience
- Deliver an exceptional luxury customer experience that reflects the heritage and values of Floris London.
- Build and maintain a loyal client base through personalised consultations and clienteling.
- Resolve customer enquiries and complaints professionally and efficiently.
Relationship Management
- Develop and maintain a strong working relationship with Selfridges and Fortnum & Mason management.
- Collaborate with Head of Sales on promotional activities, launches, and in-store events.
- Represent Floris London professionally at all times.
Brand Standards
- Ensure the Floris London counter is maintained to the highest visual merchandising standards.
- Protect and enhance the premium image of the brand.
- Ensure all marketing materials and point-of-sale displays are current and compliant with brand guidelines.
Operations
- Oversee daily store operations of Selfridges and Fortnum & Mason.
- Monitor stock accuracy, replenishment, and inventory management.
- Prepare sales reports and provide regular performance updates to management.
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Skills & Experience
Essential
- Previous experience managing a luxury retail account or counter.
- Proven track record of delivering sales growth and achieving KPIs.
- Excellent communication and relationship-building abilities.
- Passion for luxury fragrance, beauty, or premium retail.
- Excellent organisational and time management skills.
Desirable
- Experience working within department stores, particularly Selfridges and Fortnum & Mason.
- Knowledge of fragrance or luxury beauty.
Personal Attributes
- Passionate brand ambassador.
- Customer-focused with exceptional interpersonal skills.
- Results-driven and commercially minded.
- Professional, polished, and confident.
- Self-motivated with a proactive approach.
- Strong attention to detail.
- Positive, collaborative team player.
Key Performance Indicators (KPIs)
- Achievement of sales and targets.
- Growth in average transaction value and units per transaction.
- Client retention and repeat business.
- Visual merchandising compliance.
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