Personal Shopping Assistant - Maison

The Personal Shopper Assistant supports the day-to-day running of customer experiences and back of house operations at Ounass Maison, to provide a seamless luxury journey for Maison clients, digitally assigned clients, brand partners and other stakeholders. Working with the in-house and digital Personal Shopping teams, the role supports hosting of clients for browsing, styling appointments, and events, luxury standards maintenance, VM rotation, delivery processing, appointments and rooms bookings, catering of refreshments, and other ad-hoc work to support the customer journey and the Personal Shoppers’ work.

What you'll be doing -

Scheduling and managing all in-store Personal Shopping (PS) appointments, including room booking, timely receipt of product transfers and catering readiness

Monitoring and responding to store telephone enquiries regarding orders and appointments

Assisting Personal Shoppers before and during in-store appointments

Building and maintaining strong relationships with Ounass Very Important Clients (VICs) and walk-in clients

Communicating on behalf of Personal Shoppers by telephone, chat or email, ensuring exceptional client service and timely follow-up

Proactively managing client and Personal Shopper requests, escalations and service cases (order status, exchanges, returns and cancellations), in-store or remotely, including processing in-store returns and exchanges and liaising with the relevant internal departments

Maintaining the client information database in the internal tracking system, and notifying Personal Shoppers of upcoming client events based on its records

Coordinating in-store alterations, product transfers, reservations and other client services as required, such as gifting and product sourcing

Maintaining luxury visual merchandising and product display standards consistent with the positioning of Ounass and its showcased partner brands

Supporting the back-of-house team in maintaining adequate stock of supplies, stationery and cleaning products, and raising replenishment requests

Supporting the back-of-house team with stock transfers, product receipt, appointment preparation, presentation and timely warehouse returns, ensuring products are organised, protected, accurately documented and reconciled, and participating in scheduled stock counts

Coordinating with Warehouse, Operations and Logistics to resolve delays, discrepancies, damage and return requirements

Introducing clients to displayed brands through informed and engaging storytelling, covering heritage, ethos, creative direction and product proposition, and supporting the Maison team in communicating these narratives accurately and consistently

Ensuring compliance with health and safety, trading, cash-handling, anti-money-laundering, food-safety and internal-control requirements

Maintaining collaborative relationships with Mandarin Oriental stakeholders

Representing Ounass and Personal Shopping when hosting clients, brand executives, senior leadership and other high-profile guests

Attending seasonal training and brand and product knowledge refreshers as required

Providing cover for the assigned Personal Shopper’s responsibilities and client handover during periods of leave or absence

What We’re Looking For -

Bachelor’s degree, preferably in Fashion or any related field

1–2 years of experience in luxury retail, e-commerce, or a client-facing sales role

Understanding of the luxury sector, with particular focus on luxury retail and fashion and its common practices

Understanding of customer expectations, interests and needs in a luxury retail shopping environment and during customer events

Strong knowledge of current luxury fashion trends, designers and brands, particularly womenswear

Understanding of the Personal Shopping model and service by appointment

Strong organisation skills and attention to detail, with the ability to translate insight into practical service and sales support

Excellent communication and relationship-building skills with luxury clients, high-net-worth individuals, senior leaders, high-profile guests, and internal stakeholders of all levels

Proactive problem solving, adaptability and resilience in a fast-paced environment with changing priorities