Job Purpose: 

“Provide a personalized styling and consultation service for customers, with and objective to foster customer loyalty, build long term relationships and spending growth.”


Key Accountabilities:

  • In addition to following Lane Crawford’s policies and procedures, key accountabilities include, but are not limited to:
  • Provide a personalized client experience and build strong client relationships
  • Inspire our customers by being their passionate fashion and lifestyle expert, dedicated to delivering an exceptional end to end experience.  
  • Act as an ambassador of LaneCarwford by following Lane Crawford grooming and uniform policy
  • Proactively engage with them to identify their unique needs, using your knowledge in styling and selling to provide them with personalized, cross business unit solutions. Use your Clienteling skills to maintain existing, and grow new client base, building genuine long-lasting relationships.
  • Combine a professional, authentic, and positive approach with enthusiasm for our products and our House
  • Manage your sales and customer database to meet/exceed your individual sales targets and team targets and KPI’s.
  • Sincerity: spontaneity, being attentive and receptive to others; considerate honesty
  • Agility: ability to bounce ideas, inventive pragmatism; a taste for collective intelligence.
  • Focus: high standards and expertise, concentrating on the essential, a clear sense of objectives
  • Empathy: attentiveness and powers of observation, pleasure in customer contact.
  • Exemplary advisory abilities and your unconditional sense of customer service.
  • Knowledgeable on products and their craftsmanship
  • Driven to achieve results within deadline
  • Keep up to date with company news, current market trends and competitors' products/activities
  • Perform day to day retail operations to ensure a world class shopping environment for every customer.


Sales & Profit

  • To consistently achieve monthly and annual personal sales targets set by the company, with the drive to exceed the targets.
  • To proactively recruit new walk-in customers and cultivate the customers to become regular customers with the ultimate goal to increase sales.
  • To proactively client existing customers, finding opportunities to increase number of visits and spend ($ per transaction)


Customer Service and Relationship Management

  • To consistently manage a portfolio of VIP customers and continue to grow the network to meet with the company's business objective - to generate sales and increase customers' loyalty.
  • To increase the "regular customer base" and generate referrals by keeping in touch with customers on a regular basis, depending on the customers' preference.
  • To proactively and consistently keep in regular contact with regular customers monthly or as appropriate) to establish contact and build relations with the top 100 MW and WW customers each season
  • To be well prepared in advance of styling appointments by having a selection of clothing ready for the customer on their arrival
  • To proactively capture and provide feedback on products and/ or services received from the customers.
  • To communicate any issues or concerns to Personal Styling Manager immediately concerning matters that will have any impact on customers.
  • To proactively and consistently offer assistance to less experience team members.
  • To fully understand and be able to communicate Omni channel service to customer.
  • To actively build long term relationships with customers- 'be memorable' beyond the sales process and providing follow up Recruit and convert prospect clients


Fashion Knowledge

  • To proactively and consistently acquire in-depth knowledge of the latest international designer fashion trends by regularly reviewing fashion periodicals, fashion websites i.e. to stay abreast of the latest in the industry and take the initiatives to share with the team, especially less experienced team members
  • To manage customer expectations, handling customers issues and feedback in a professional manner.


Information Technology

  • To understand and operate all the systems relevant to your role competently to enhance the overall customer experience and service provided


Company Culture and Values:

  • To fully engage and live by the Lane Crawford Vision, Passion, Learning and Collaboration (PLC) Values, Leadership Code and deliver our Customer Service Promise at all times
  • To build collaborative working relationships with your colleagues to ensure the achievement of the Company Business Plan, your department and individual objectives
  • To reinforce Lane Crawford Heritage, Brand DNA and culture - through storytelling and sharing successes at every opportunity


At Lane Crawford we support our staff with a range of benefits that reflect the importance we place on the well-being of our staff. In addition to a competitive salary, discretionary bonus, annual leave, provident fund, staff purchase privileges, insurance, medical and dental coverage, we provide shuttle buses, various recreational activities, Staff Assistance Programme and the best in-class Training and Development.

All information provided will be treated in strict confidence and used for recruitment purposes only.