Disruptive, unexpected and revolutionary in our own way... Browns changed the course of retail and fashion history forever when it opened in 1970. Born in London but celebrated globally, we're the one-stop shop for the best luxury fashion including established designers and emerging talent; renowned for our influence in fashion and style, and our innovative approach to retail and high-level service. Powered by Farfetch, we continue to disrupt the retail landscape to deliver a global luxury shopping experience of the future, championing creativity and originality.

Our people are at the heart of everything we do. Together we are here to make a difference and to spread kindness. We welcome differences, empower individuality and celebrate diverse skills and perspectives, creating an inclusive environment for everyone.

THE ROLE

As Floor Supervisor within the Customer Experience team at Browns, you will be a key ambassador for Browns Brook Street, playing an integral role in delivering a refined, personalised, and consistently exceptional customer experience. Based in our flagship Brook Street boutique, you will lead by example on the shop floor, inspiring the team through your passion for luxury fashion, deep product knowledge, and commitment to service excellence.
Working closely with the Client Development Manager and wider boutique teams, you will support the growth of the Personal Shopping business by building strong client relationships, driving commercial performance, and ensuring the boutique environment reflects Browns position as a world-leading luxury destination. You will balance client development and operational excellence, setting clear standards for service, storytelling, and presentation while remaining agile, proactive, and solution-focused in a fast-paced environment.

WHAT YOU'LL DO

You will build and maintain a loyal client base through exceptional service, proactive follow-ups, and outreach, driving client acquisition, retention, and growth while supporting revenue targets and maintaining profit margins.
You will excite and motivate other colleagues in the Personal Shopping team by sharing your knowledge of brands and trends, communicating stories of newness, exclusive products, and other information to help drive sales.
You will welcome walk-in customers warmly, guide them through our collections, and understand their needs, setting the benchmark for a personalised shopping experience for the wider team.
You will lead daily floor operations, acting as the first point of escalation for client queries and issues, while overseeing boutique opening and closing routines, fine jewellery set up and maintaining overall shop floor standards.
You will deliver exceptional service and engagement to clients worldwide, enabling them to shop wherever they are through export and Browns Fashion.com, while ensuring Browns’ luxury standards are consistently maintained across all channels.
You will support the Client Development Manager in organising and hosting exclusive client events, trunk shows, and private shopping appointments, as well as generating and featuring in Browns content.
You will work with a VM consultant and stockroom team to develop visually engaging VM displays that captivate customers and ensure boutique standards are executed to the highest standard at all times.
You will use all tools, systems, and platforms proficiently to deliver a compelling and consistent service proposition to all clients, including D365, Storm, Canva, Shopify, Excel, and others.
You will assist the Client Development Manager in identifying key business partners and proactively conducting outreach to develop new opportunities and grow Browns’ business network.
You will understand the need to take responsibility for tasks that may go beyond the role’s expectations, spotting opportunities to improve business, customer service, and retail standards.

WHO YOU ARE

• You are highly experienced in luxury retail, with a proven track record working with HNW clientele and delivering premium, personalised service.
• You are a confident and skilled communicator, able to build rapport with HNW clients and maintain long-term relationships.
• You are a natural networker, proactive in attending events and identifying new potential clients to grow the business.
• You are passionate about fashion and jewellery, with deep knowledge of luxury brands, trends, and craftsmanship.
• You are tech-savvy, able to leverage clientelling tools, CRM systems, and other platforms to enhance the personalised client experience.
• You have strong commercial acumen and a data-driven approach to sales and performance, with experience in team leadership within luxury retail.
• You maintain impeccable standards on the shop floor, ensuring collections are presented flawlessly and the boutique environment reflects luxury positioning.
• You are flexible and adaptable, able to work retail hours, including weekends and events.
• You are fluent in English, with additional languages considered a strong advantage.

EQUAL OPPORTUNITIES STATEMENT & SCAM DISCLAIMER

• EQUAL OPPORTUNITIES STATEMENT- Farfetch is an equal opportunities employer ensuring that all applicants are treated equally and fairly throughout our recruitment process. We are determined that no applicant experiences discrimination on the basis of sex, race, ethnicity, religion or belief, disability, age, gender identity, ancestry, sexual orientation, veteran status, marriage and civil partnership, pregnancy and maternity, or any other basis prohibited by applicable law.
• SCAM DISCLAIMER- It has come to our attention that there may be fraudulent activities involving individuals or organizations falsely claiming to represent Farfetch in order to attract candidates to a SCAM. Please be aware that Farfetch does not conduct recruitment processes through messaging apps or any unofficial communication channels, other than our official careers website. Additionally, Farfetch will never ask candidates for any form of payment during the recruitment process.