5 Minutes with Penelope: Shaping a Career in Luxury Beauty Retail

Penelope brings a rare blend of warmth, professionalism and high-end customer experience to every role she steps into. With a background rooted in VIP hospitality and recruitment, she has seamlessly transitioned into luxury beauty retail, working with iconic brands such as Chanel and Dior through Fortem & Mode. We caught up with Penelope to talk about her career journey, her love of working with people, and why luxury beauty retail has become such a natural fit.

From Recruitment to VIP Hospitality and Into Luxury Beauty

Penelope’s career path is anything but ordinary. She began her professional life in recruitment before an unexpected opportunity changed direction entirely.

“I actually started off in recruitment,” she explains. “While working there, I was introduced to the world of premium hospitality through a corporate partnership with Tottenham Hotspur. That experience opened the door to a career hosting high-profile sporting and VIP events, and from there, my passion for client-facing, luxury environments really grew.”

After relocating to the Cambridge area, Penelope decided it was the right time for a new chapter.

“I wanted a little more balance at this stage of my life. Working in luxury beauty fits perfectly – it allows me to stay in a premium, client-focused environment while supporting my lifestyle.”

Discovering Fortem & Mode

“I applied to work with Forten & Mode through Indeed. Then I looked you up on Instagram and recognised the setup straight away. It reminded me of the agencies I’d worked with in hospitality.”

What stood out most was discovering a recruitment model that offered flexibility without compromising on quality.

“I’ll be honest, even though I worked in recruitment myself, I didn’t really realise temporary consultants were placed like this. I was a bit naïve to it – but it’s brilliant.”

Working with Iconic Beauty Brands

Through Fortem & Mode, Penelope has worked across luxury beauty counters including Chanel and Dior, brands she was already familiar with through her previous experience.

“I’ve always worked in glamorous environments, so I’ve used Dior and Chanel for years,” she explains. “My daughter’s a makeup artist, so I already had a good level of product knowledge.”

Her background in premium, client-facing roles has allowed her to transition naturally into luxury beauty retail, bringing confidence and credibility to every customer interaction.

What Makes a Great Retail Consultant?

For Penelope, success in luxury retail comes down to people skills above all else.

“You meet people from all walks of life. “You have to be extremely patient and genuinely passionate. I couldn’t sell something I didn’t believe in.”

She believes every day on the shop floor brings something different, and that unpredictability is part of the appeal.

“People are unpredictable. Some know exactly what they want and are in and out. Others want to talk, connect, and take their time. You have to be able to adapt to everyone.”

Moments That Matter

When asked what a successful day looks like, Penelope doesn’t measure it purely in sales.

“It’s when you’ve had a really nice day with your colleagues, and at the end you think, ‘We’ve done well today.’”

One particular interaction has stayed with her.

“There was a young woman who came in with her dad. She was unwell and had lost her hair and a lot of weight. We talked for ages. About products, perfume, everything. When she left, her dad told me she’d been so upset before coming in, but she walked out happy.”

“You never know what people are going through. Sometimes it’s not just makeup – it’s confidence, comfort, or just being listened to.”

Supported Every Step of the Way

Having worked in recruitment herself, Penelope understands the importance of strong communication, something she says Fortem & Mode does exceptionally well.

“It’s been so easy. The check-ins are great, the jobs board is brilliant – it’s all very straightforward.”

She speaks highly of her area managers: “Dionne and Chloe are both amazing. If there’s ever an issue or something to flag, they’re so supportive. They’ve also considered me for other opportunities, which means a lot.”

Looking Ahead & Advice For New Consultants

For the future, Penelope has a clear vision.

“I’d love to work permanently for Chanel, Dior, or a similar luxury brand. Ideally a few days a week; something that gives me balance. If my temporary work turns into a permanent opportunity, I’d be very happy.”

Her advice for anyone considering temporary retail work is refreshingly honest.

“You’ve got nothing to lose,” she says. “It served a real purpose for me, especially over Christmas, and I’d absolutely say go for it.”

For Penelope, it’s also been a reminder of how much she enjoys being customer-facing.

“I’ve done a lot of work from home, and I think we all missed getting out after Covid. This has made me realise I do want to be in retail – just at the high-end. I’ve loved every minute of it, and I don’t want it to stop.”

At Fortem & Mode, we’re proud to work with consultants like Penelope – professionals who put their all into every brand they represent. If you’re looking to build a career in luxury beauty retail with flexibility, support and access to world-class brands, we’d love to hear from you.

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