Job Description

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The Assistant VIC Experience Manager leads the day-to-day Ounass Maison client experience and coordinates front-of-house and back-of-house delivery to provide a seamless luxury journey for Maison clients, digitally assigned clients, brand partners and other stakeholders. Working with the Senior Personal Shopping Manager, the role drives sales, client acquisition, retention and profitability; safeguards operational, compliance and presentation standards; and enables effective events, technology, reporting and cross-functional execution.

What you'll be doing -

• Supporting the Senior Personal Shopping Manager in translating Ounass Maison’s commercial strategy, seasonal priorities, activations and agreed business objectives into operational plans, with resources, appointments, product readiness and service requirements planned in advance

• Communicating agreed commercial priorities, targets and service expectations to the on-site team, monitoring execution and recommending corrective actions to the Senior Personal Shopping Manager

• Driving sales performance and monitoring sales, conversion, average transaction value, units per transaction, cross-selling, upselling, appointment conversion, client acquisition, retention, reactivation, VIC-tier progression and client-book engagement

• Monitoring and continually improving the Ounass Maison client journey to strengthen client satisfaction, retention and brand loyalty and elevate the luxury perception of Ounass

• Supporting VIC leadership and peers in shaping and executing the marketing direction for Ounass Maison by contributing client insights, commercial priorities, brand feedback, event opportunities and on-site experience requirements

• Tailoring and coordinating the Maison experience for existing VIC clients, new and walk-in clients and clients assigned by the digital Personal Shopping team, ensuring a consistent and personalised luxury journey

• Introducing clients to displayed brands through informed and engaging storytelling, including their heritage, ethos, creative direction and product proposition, and ensuring the Maison team communicates these narratives accurately and consistently

• Coordinating day-to-day floor operations as the visible on-site point of contact during assigned shifts, monitoring client flow, appointments, room utilisation, coverage and service delivery within delegated authority

• Allocating front-of-house and back-of-house resources according to demand and providing direction on routine issues, while escalating material commercial, compliance, safety, people or reputational matters

• Managing the end-to-end Maison service journey across greeting, brand and service introduction, styling, food and beverage, transaction, wrapping, delivery and client follow-up

• Growing the Maison client base through in-Maison engagement and targeted outreach and supporting the progression of new clients into the VIC tier

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

• Ensuring compliance with health and safety, trading, cash-handling, anti-money-laundering, food-safety and internal-control requirements, and coordinating invoices and facilities maintenance

• Coordinating back-of-house activities for appointments, walk-in clients, events and digital Personal Shopping requests, ensuring timely room, product and catering readiness

• Managing stock transfers, product receipt, appointment preparation, presentation and timely warehouse returns, with accurate documentation, reconciliation and participation in scheduled stock counts

• Ensuring products are organised, protected and accounted for, and coordinating with Warehouse, Operations and Logistics to resolve delays, discrepancies, damage and return requirements

• Establishing and maintaining productive relationships with Mandarin Oriental stakeholders and proactively identifying new collaborations, experiences and referral opportunities that generate qualified traffic, client interest and commercial value for Ounass Maison

• Monitoring and managing Maison-related costs and controllable expenditure responsibly, ensuring spending remains within approved budgets, follows company procedures and supports agreed commercial and client-experience priorities

• Coordinating the accurate and timely processing of Maison-related bills and invoices, including verification of supporting documentation, obtaining required approvals and following up with Finance and suppliers, while escalating discrepancies or unapproved expenditure to the Senior PS Manager

• Producing accurate and insightful Maison performance reports and contributing customer, product, brand and team insights to commercial planning, forecasts, assortment discussions and activation reviews

• Partnering with Project Management and IT to maintain and enhance the technology capabilities used by front-of-house and back-of-house teams

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

• Coordinating, coaching and developing the Maison team to deliver commercial, client and service objectives, with clear expectations and regular performance check-ins

• Managing team client books and supporting capability building across brands, products, luxury service and the effective adoption of AI tools

• Supporting recruitment, onboarding, goal setting, leave, payroll, career progression and performance management in line with company policy

• Planning fair and effective shift coverage and identifying opportunities to automate workforce scheduling

• Fostering an inclusive, transparent and collaborative culture that builds trust, accountability, sound judgement, independent problem solving and recognition of team contribution

What We’re Looking For -

• At least 4–5 years of retail experience with luxury brands with 1–2 years of people-management experience. Experience in luxury e-commerce is preferred

• Demonstrated record of achieving and exceeding team sales targets

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

• Understanding of the online shopping journey and the systems that enable luxury e-commerce and omnichannel service

• Commercial and analytical capability, including interpretation of performance data, trends, KPIs, forecasts and client insights

• Working knowledge of luxury retail operations, visual merchandising, clienteling, cash controls, anti-money-laundering, health and safety, and food-safety standards

• Strong planning, organisation and attention to detail, with the ability to translate insight into practical service and sales improvements

• Excellent communication and relationship-building skills with luxury clients, high-net-worth individuals, senior leaders and high-profile guests

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

• Ability to delegate, coach, give feedback, resolve conflict, develop talent and manage underperformance

What We Offer -

• Dynamic and collaborative workplace culture.

• Opportunities for professional development and career growth.

• Competitive salary and comprehensive employee benefits.

• Employee discounts and access to exclusive product promotions.

Ready to make an impact in our VIC Team? Apply now!