Runway to Excellence - The Official SJR London Podcast
By Stephanie Jackson
What Actually Gets You Hired! How to Succeed in Luxury Retail | Leadership, Hiring & Career Growth with Roisin Hurley
In this episode of Runway to Excellence, Stephanie Jackson sits down with Brand & Retail Consultant Roisin Hurley to explore the realities of working, hiring, and leading in the luxury retail industry. From early career decisions to leadership roles, this conversation unpacks what separates those who succeed in luxury from those who struggle to progress.
Roisin shares valuable insight into what luxury brands are really looking for when hiring, how to stand out in a competitive market, and the importance of attitude, service excellence, and cultural alignment. The discussion also explores leadership in retail environments, building high-performing teams, and maintaining standards in fast-paced, customer-focused settings.
This podcast is brought to you by SJR London, trusted talent partner for Luxury Fashion, Beauty and Lifestyle recruitment - for more on how they deliver talent that defines luxury, visit https://www.sjrlondon.com/
This episode covers…
What it takes to succeed in luxury retail careers
How luxury brands hire and assess talent
The importance of attitude, presentation, and service standards
Career progression in fashion, beauty, and retail
Leadership in high-performance retail environments
Building and managing successful teams
The difference between good candidates and exceptional ones
How to stand out in competitive luxury roles
Cultural fit and brand alignment in hiring
Long-term career development in the luxury sector
Key Moments:
0:00: From MAC Counter to Global Director at Burberry
02:40: Brazil to Ireland: Early Life and Falling in Love with Customers
08:10: Athlete Family, Corporate Athlete Mindset & High Performance
15:10: Teenage Entrepreneur: Phone Cases, Nail Art & Commercial Creativity
22:10: Getting into MAC: Fashion Shows, Beauty Retail and Art + Commerce
31:00: University, Commuting Between Cities and Building a Relentless Work Ethic
39:30: Fashion Weeks with MAC: Inside the Events Team and Backstage Chaos
48:15: Leaving MAC for Burberry: Content, Training and a Pivotal Interview Task
55:30: 9.5 Years at Burberry: Promotions, Global Travel and Positive Influence
1:03:10: What Makes Exceptional Retail: Culture, Consistency and Store Leadership
1:10:10: Feedback, Phones on the Floor and What’s Broken in Retail Today
1:16:40: Top 1% Performers, Mindset and Roisin’s Legacy in Retail
1:21:30: Closing Reflections & Takeaways for Retail, CX and Leadership
How Charlotte Staerck Built The Handbag Clinic And Changed Luxury Resale Forever
Charlotte Staerck, founder of The Handbag Clinic, shares how she built one of the UK’s leading luxury resale and restoration businesses from the ground up. Starting on the shop floor at 16, she developed a sharp commercial instinct that shaped her approach to retail, pricing, and customer trust.
In this episode, Charlotte explains how she turned handbag repairs into a scalable resale model, why authenticity and data drive valuation, and how luxury handbags became recognised as investment assets. She also details the realities behind growth, including being targeted by organised theft, navigating counterfeit risks, and adapting to shifts in manufacturing quality post Covid. This conversation gives a clear view of how the luxury resale market actually works and what it takes to build a business that customers trust with high value products.
This podcast is brought to you by SJR London, trusted talent partner for Luxury Fashion, Beauty and Lifestyle recruitment - for more on how they deliver talent that defines luxury, visit https://www.sjrlondon.com/
This episode covers…
• How The Handbag Clinic started from repairs and evolved into resale
• Why working on the retail shop floor builds commercial instinct
• The reality of scaling a luxury business in London
• How to price and value designer handbags using real data
• Why handbags are now seen as investment assets
• The impact of counterfeits and how authentication works
• What customers actually care about when buying luxury
• The role of sustainability in fashion resale
• Building trust and repeat customers in high value markets
• The operational reality behind running a luxury brand
Key Moments:
00:00 Opening The Handbag Clinic and early challenges
01:42 Starting in retail at Jane Norman and learning consumer behaviour
08:40 Transition from procurement into handbag repairs and resale
13:21 Moving into London and scaling the business
15:38 Nine robberies in one summer and the impact on the business
20:42 How luxury handbags became investment assets
21:14 How handbags are valued using data and demand
24:46 Partnership with Selfridges and retail expansion
30:05 The challenge of counterfeit handbags and authentication
35:29 What makes a handbag desirable and hold value
48:30 Emotional attachment and why customers restore bags
51:09 Why luxury brands must embrace resale and aftercare
54:32 What excellence means in a luxury business
57:56 Overrated trends and real value in luxury
From Cracked Screens to £1million Phones: Building a Luxury Phone Empire Through Resilience
Wiji Singh Gorwara arrived in the UK in 2002 with no English, no friends, and no certainty. His family had fled Afghanistan, sought asylum in Holland, and uprooted again to start from nothing in Britain. Today, Wiji runs Phone Surgery across 14 stores and holds the UK and European licence for Vertu, one of the world's most exclusive luxury smartphone brands, with both brands now trading inside Harrods.
In this episode of Runway to Excellence, host Stephanie sits down with Wiji to trace the full arc of his journey: from working in his father's off-licence and selling phones at Wembley Market, to being sacked multiple times, losing his mother to cancer, navigating lockdown, and ultimately landing two brands in the most famous department store on earth.
This podcast is brought to you by SJR London, trusted talent partner for Luxury Fashion, Beauty and Lifestyle recruitment - for more on how they deliver talent that defines luxury, visit https://www.sjrlondon.com/
This episode covers:
• Fleeing Afghanistan, seeking asylum in Holland, and relocating to the UK in 2002 with limited English and no established network
• The reality of growing up as an immigrant in British schools, including bullying, cultural barriers, and finding resilience through adversity
• Working in his father's off-licence and Wembley Market before landing a Christmas temp role at Phones4U that launched his retail career
• Career progression through Phones4U, T-Mobile, Three, Barclays, Ernst and Young, and Audi, including being sacked multiple times and what he learnt from each setback
• The decision to leave employment for good after experiencing racial discrimination and never looking back
• How Phone Surgery was built from a single small unit in Brentford to a 14-store repair and retail brand
• How Wiji generated more revenue during Covid lockdown than in normal trading by pivoting to a click and collect phone repair model
• The story of discovering Vertu, the ultra-luxury smartphone brand, through a Facebook advert and turning that into a formal UK distribution partnership
• How a relationship built at Selfridges eventually opened the door to Harrods, and why the buying director responded within 45 minutes
• What it means to carry both Phone Surgery and Vertu into Harrods simultaneously, and the strategic thinking behind it
This is an honest, unfiltered conversation about what it actually takes to build something real when the odds are stacked against you.
Key moments:
00:00 Welcome and Introduction
00:27 Fleeing Afghanistan, Asylum in Holland, Moving to the UK
02:00 Starting School Mid-Year Nine With No English
03:04 Bullying, Resilience and Parental Sacrifice
05:24 The Sacrifices That Built the Foundation
06:37 First Jobs: Off-Licence, Wembley Market, and Phones4U
09:55 Getting Sacked: What Really Happened
12:08 Barclays, Ernst and Young, and the Tea Incident
14:42 Audi, Great Leaders, and the Final Corporate Job
17:47 The Decision to Go Into Business
19:44 Learning to Repair Phones From Scratch
21:00 Building Phone Surgery Into a 14-Store Brand
22:42 Covid, the Reading Flagship, and Losing His Mother
26:22 Making More Money in Lockdown Than in Normal Trading
28:15 Marriage, Sacrifice and Emotional Suppression
33:24 Recognising the Business Had Real Legs
34:35 Discovering Vertu on Facebook and Pursuing Harrods
38:31 What Vertu Is: History, Ownership, and Revival
40:00 Getting Both Brands Into Harrods
46:15 Why Vertu Trusted Wiji
50:45 What Makes a Vertu Phone Worth It
54:34 Hopes for Vertu at Harrods and What Clients Can Expect
55:26 Seeing Phone Surgery and Vertu in Harrods for the First Time
57:06 What People Misunderstand About Wiji
58:35 Defining Excellence: Customer Experience and Team Prosperity
59:22 Final Advice for Anyone Who Feels the Odds Are Against Them
1:01:08 Why Normal People Make the Best Podcast Guests
#21 Pavan Beauty: I Nearly Gave Up… Then Selfridges Changed Everything
How do you get your brand into Selfridges - and what really happens when you pitch on Dragon’s Den UK?
In this episode, luxury beauty founder Pavan reveals how she built a retail-ready brand from a one-metre pop-up to national TV investment.
In this episode of Runway To Excellence, Stephanie Jackson sits down with Pavan Ahluwalia Dhanjal BEM, founder of a pioneering henna brand Pavan Beauty, that redefined experiential retail inside Selfridges and expanded globally.
From holding a Guinness World Record to successfully gaining investment from Dragon’s Den (before eventually turning it down), retail trend changes, and scale-up investment conversations, Pavan shares the truth behind building and scaling a beauty business in premium retail.
This podcast is brought to you by SJR London, trusted talent partner for Luxury Fashion, Beauty and Lifestyle recruitment - for more on how they deliver talent that defines luxury, visit https://www.sjrlondon.com/
This episode covers:
- How to get into Selfridges as a small brand
- Retail pop-up strategy and proof of concept
- What Dragon’s Den is really like behind the scenes
- Scaling from service to product in beauty
- Hiring in luxury retail environments
- Founder resilience and navigating grief while building a business
If you work in luxury retail, beauty, fashion or are building your own brand - this conversation is essential.
Key Moments:
00:00 – How Pavan Beauty turned niche henna art into a mainstream beauty brand
02:20 – Growing up in East London: immigrant parents, entrepreneurship and work ethic
07:50 – Retail jobs, discipline and why office life didn’t fit a creative founder
09:40 – Falling in love with henna and spotting a gap in the Western beauty market
12:00 – Breaking a Guinness World Record and pitching henna to the BBC
13:30 – Creating the first henna bar concept and landing a Topshop pop-up
15:10 – From Topshop proof of concept to 11 years in Selfridges
18:20 – The reality of retail targets, pop-ups and experience-led beauty
21:20 – How COVID changed beauty retail and forced a business pivot
24:00 – Self-funded growth, cash flow struggles and scaling a service business
27:20 – Why Pavan chose Dragon’s Den: PR, investment and learning to pitch
32:00 – Behind the scenes of Dragon’s Den: negotiation, offers and due diligence
36:30 – Losing her dad, grief during COVID and not giving up on the business
41:20 – Gratitude, kindness and building a personal brand that opens doors
46:20 – Hiring henna artists, staff loyalty and the challenge of modern work culture
52:00 – Why relationships, networking and energy are everything in luxury retail
57:20 – What’s next: product expansion, “Inking Big” YouTube and The Ink Drop newsletter
#20 Vicky Curry - What the Right Attitude Can Do
This episode is a real full-circle moment for me. I first met Vicky at one of my very early assessment centres, almost 11 years ago, where I gave her a chance as a temporary employee in luxury retail. She grabbed the opportunity with both hands and has since built an incredible career managing large teams for the likes of Harrods and now lecturing at the Fashion Retail Academy.I couldn’t be prouder. I’m so excited for you to hear her story and see just how far the right attitude, resilience and work ethic can take your career.
#19 Claire Hugil - Building a Standout Career and Brand in Luxury Retail
In this episode, Stephanie sits down with Claire Hugill, a seasoned luxury retail leader whose impressive career spans Harrods, Selfridges, and Alexander McQueen. From managing flagship retail teams to driving digital transformation, Claire has seen every side of the industry, and now runs her own consultancy, Atelier Consultancy, advising high-end brands on how to thrive in an increasingly competitive market.
Claire shares her personal journey through luxury retail, offering invaluable insights on how to build a successful and fulfilling career, as well as practical advice for brand leaders looking to elevate their business. Whether you’re an aspiring retailer, brand founder, or simply passionate about the world of luxury, this episode is packed with wisdom, authenticity, and inspiration you won’t want to miss.
#18 Abigail Wilmore - Wellbeing and Leadership in Luxury HR
In this episode, I sit down with Abigail Wilmore, an accomplished HR leader with over 25 years of experience in luxury fashion and beauty, including roles as Chief People Officer at Tom Ford Fashion, Stella McCartney, and Dr Barbara Sturm, as well as HR Director at Kering (formerly Gucci Group). Starting her career on the shop floor with no university degree, she discovered her passion for Human Resources early on and has since become a champion of human-centred workplace cultures. As the Founder of People Flow and a Chartered Fellow of the CIPD, Abigail is dedicated to leading with empathy and driving positive change in the workplace. She is also a triple-accredited Executive Coach and a sought-after speaker who advocates for diversity, inclusion, and sustainable people strategies.
#17 Sue Rahmani - Transforming Retail and Spirituality
In this episode of Runway to Excellence, I sit down with Sue Rahmani, an inspiring leader whose work bridges the worlds of spirituality and luxury retail. Sue, a recently published author in the book 'Activating Divine Human', and the Retail Training Manager for super brand Celine (LVMH), brings a unique blend of thought-provoking and empowering insights. Sue consistently challenges the status quo with positivity and controversy, making her a voice that inspires and provokes deep reflection. Connect with Sue: Instagram: @suerahmani LinkedIn: https://www.linkedin.com/in/sue-rahmani-05237740/ Below are the links to purchase Sue's book 'Activating Divine Human' 🔗: Within the 1st 48 hours of its release it reached the Number 1 Best Seller Internationally in the USA, UK, Canada, Australia, France and Brazil and so far only received 5* reviews. US: https://www.amazon.com/dp/B0DCGJG6DY UK: https://www.amazon.co.uk/dp/B0DCGJG6DY CA: https://www.amazon.ca/dp/B0DCGJG6DY AU: https://www.amazon.com.au/dp/B0DCGJG6DY MX: https://www.amazon.com.mx/dp/B0DCGJG6DY DE: https://www.amazon.de/dp/B0DCGJG6DY FR: https://www.amazon.fr/dp/B0DCGJG6DY ES: https://www.amazon.es/dp/B0DCGJG6DY IT: https://www.amazon.it/dp/B0DCGJG6DY NL: https://www.amazon.nl/dp/B0DCGJG6DY JP: https://www.amazon.co.jp/dp/B0DCGJG6DY BR: https://www.amazon.com.br/dp/B0DCGJG6DY IN: https://www.amazon.in/dp/B0DCGJG6DY
#16 Rachel Caccavone - Almost 40 Years in Luxury Retail
We delve deep into the world of fashion and retail with industry veteran Rachel Caccavone. With nearly four decades of experience in luxury retail, Rachel shares invaluable insights, secrets to success, and inspiring stories from her illustrious career. Whether aspiring to enter luxury retail or seeking to elevate your existing career, join us as we explore the passion, dedication, and determination required to thrive in the fashion and retail industry. Tune in for expert advice, career guidance, and firsthand accounts to empower you to pursue your dreams and realise the limitless possibilities within fashion and retail. Get ready to be inspired and motivated to turn your passion for fashion into a fulfilling and rewarding career. Subscribe now to SJR London for exclusive interviews, insider tips, and captivating stories that will fuel your journey in fashion and retail.
#15 - Joseph Knight - Failed probation to Store Manager…?
This inspiring episode of Runway to Excellence features Joseph Knight, a true leader who transitioned from freelancing to a successful career in the retail sector. Unveil Joseph's journey of resilience as he returned to a company that initially doubted him, turning probation failure into managerial triumph through unwavering determination and talent. Discover the secrets of Joseph's people management approach, where he prioritises team success, measuring his achievements by their accomplishments. A must-listen for aspiring managers and those seeking to hire impactful leaders for their stores. Join us for a captivating conversation on authentic leadership, hard work, and the path to managerial excellence.
#14 Luke Ward - Attracting Gen Z Talent from a HR Perspective
Embark on a captivating journey with Luke Ward CIPD as they unveil the eye-opening realisation that their original career path wasn't aligned with their true passion.
Join us in this episode as Luke shares insights from their experience as an HR advisor at a leading UK brand, shedding light on what brands might overlook in attracting Gen Z talent. Discover invaluable advice on how candidates can stand out in a competitive market and pave the way to a fulfilling career.
Don't miss this episode packed with revelations and actionable tips for both professionals and employers alike!
#13 Marianna Satanas - Reaching the heights of Digital in Fashion
A true trailblazer in the world of digital luxury retail. Originally from London and now serving as the President of Hanro New York, Mariana, a crucial part of the launch of Mr. Porter and other major brands, talks about how important it is not to be afraid of failure on your ascent to the top.
#12 Alexander Theo - Follow your Dreams whilst Working in Retail
This week's episode of the Runway to Excellence is slightly different to our usual conversations and I'm excited to have London-based actor, comedian, and screenwriter, Alexander Theo, with me. You might know him from Eastenders and his latest internet sensation, "Soulla."
We're discussing how retail jobs can benefit actors and performers, sharing real stories and insights. Plus, we talk about the importance of open-mindedness for clients today.
#11 Athena Goddess Beauty - The shop floor was the start of my incredible journey
In this week's episode, I have the pleasure of speaking to Athena Efstasiou - the creative genius behind Goddess Beauty. Athena’s infectious passion for her craft has helped her build an incredible career as a celebrity make-up artist and makeup Influencer which all started … guess what? On the shop floor.
Join us to find out how Athena praises her time in retail and urges anyone looking to follow in her footsteps to look no further than the shop floor.
#10 Ellis Ranson - The Celebrity Stylist who was told fashion just wasn't for her
Join us as we delve into the inspiring story of Ellis Ranson, a celebrity stylist extraordinaire and influential trendsetter.
In this episode, Ellis candidly shares her incredible journey, revealing how she overcame obstacles and naysayers who once told her that Fashion just wasn’t for her….
Tune in to discover how Ellis transformed from a passionate fashion enthusiast into a trailblazing influencer, setting trends rather than just following them. Through her powerful narrative, Ellis opens up about the challenges she faced and offers valuable insights on navigating adversity and pursuing your true calling.
This episode is a must-listen if you're seeking motivation to break barriers, set your own path, and triumph over challenges.
Join us as we explore the resilience, determination, and unwavering spirit of Ellis Ranson, proving that with the right mindset, you can turn your dreams into reality. Don't miss this empowering conversation that will inspire you to embrace your unique journey and true potential.
#9 LVL London - Retail Royalty explain their journey to the top!
The remarkable Powell sisters are known for outstanding achievements in various career domains within Luxury retail. Today, they share their inspiring journey of merging their exceptional skills and passions to establish LVL London, a groundbreaking consultancy business poised to revolutionise the retail industry. Join us as we delve into their fascinating story and discover the secrets behind their success!
#8 Alisha Lemay - Working in retail to becoming a major Instagram influencer
We caught up with stylist and influencer Alish Lemay to discuss her journey through retail and how she photographed her way down the Runway to Excellence.
#7 Katie Holland - How I started Showcase - Just Say Yes!
Todays' episode allows us to discover how Katie Holland went from employee to owner of London's fastest growing luxury sample sale store. Katie shares with us her top sample sale tips and experiences in starting a business, being an employer and working with investors.
#6 Hanuska Toni - Sellier Knightsbridge
On today’s episode, Stephanie speaks to Hanushka Toni, who along with her Mother Dina founded a luxury consignment store and platform 'Sellier Knightsbridge.'
Hanushka shares her story of how Sellier was born to how it has become the UK’s largest re-seller of Chanel and Hermes and how to make your dream of owning a Birkin a reality!
#5 Maria Davis-Shiniou - Operations Manager Westfield London
On this episode Stephanie is joined my Maria Davis Shiniou - Guest Services Operations Manager at Westfield London.
Maria shares her incredibly humbling and inspiring story about her journey to one of retails most prestigious positions.
Maria talks to Stephanie about her most challenging times as well as becoming a mum for the first time at the peak of her career....
#4 Maryam Djavadi - Global Director of Excellence at Bottega Veneta!
In this inspiring conversation, Maryam opens up to Stephanie about how she climbed the retail ladder and how hard work, dedication and pure passion paved her runway to excellence.
#3 Natalie Trumper - How to make your CV stand out in todays fashion market
On today’s Episode Stephanie is joined by long term friend, colleague and fellow Recruitment professional Natalie Trumper.
Stephanie and Natalie discuss the current luxury retail recruitment market and share vital tips to help you stand out in this turbulent market.
#2 Melissa Sophia - How the shop floor catapulted me to success!
On this episode Stephanie is Joined by the one and only Melissa Sophia Make Up artist to the stars and mega Instagram star!
Melissa opens up to Stephanie on how the shop floor catapulted her to success and shares a variety of inspiring stories that have helped to get her to where she is today!
#1 Welcome to the Runway to Excellence
Welcome to the Runway to excellence! The exciting new podcast hosted by Stephanie Jackson.
This episode let’s you in on the when, where, how and why of Stephanie’s background, Career moves and ultimately her passion behind the luxury retail and fashion world.
This mini episode will give you a taster of what’s to come when Stephanie is joined by some exciting guests!