Personal Shopping Operations @NET--PORTER Job New York New York USA,Retail

PERSONAL SHOPPING OPERATIONS

NET-A-PORTER is the ultimate luxury fashion destination for women. Since 2000, it has offered customers a curated assortment of fashion, fine watches, jewelry and home décor, from the world’s most coveted brands. NET-A-PORTER creates unique experiences for its EIPs (Extremely Important People) with dedicated Personal Shoppers and invitation-only benefits. Through content, it provides expert styling advice, engaging storytelling and profiles incredible women via editorial vertical, PORTER.

NET SUSTAIN, its product curation of consciously crafted luxury, supports customers to shop with a focus on conscious consumerism. NET-A-PORTER is part of Lux Experience, the leading digital, multi-brand luxury group.

The Role:

NET-A-PORTER is looking for a passionate Personal Shopping Operations team member to join our team and play a key role in ensuring the smooth running of the Personal Shopping department. In this role, you will be a critical part of the team, supporting seamless customer service, resolving operational challenges and ensuring clients enjoy an exceptional, personalised experience. You will be customer-centric, solution-driven and bring a creative flair to craft personalised client-facing communications while maintaining the highest attention to detail.

This is an exciting opportunity for someone with experience in fashion retail, client services and operational support, who is eager to grow their career in luxury fashion. You will develop the skills, insights and expertise required to support a high-performing Personal Shopping team, while making a tangible impact on both client satisfaction and the overall efficiency of the department.

Location:

Our New York Office Reporting into:
Personal Shopping Assistant Manager Team size: approximately 40

Work model: 4 days in office, 1 day work from home

Employment type:

Permanent Besides a competitive salary, we offer:

401(k) plan that both you and the company contribute to
A portal with an array of discounts on things like theme park and cinema tickets
Our famous staff discount along with exclusive staff sales
Medical, Dental and Vision insurance
Commuter benefit and flexible spending

Here is a breakdown of what you’ll be doing:

You will be responsible for:

Exceptional end-to-end client service & follow up:

Resolve all daily order issues, returns, stock discrepancies etc
Support Personal Shoppers by processing orders, pre-orders and reservations accurately and efficiently.
Act as a proactive, solution-driven point of contact for clients, providing timely assistance with orders, returns, reservations and product queries.
Liaise with all relevant departments to resolve issues promptly and follow up until completion
Escalate complaints to the Personal Shopping Managers when necessary

Support Personal Shoppers to close sales:

Help with creating bespoke client edits featuring product images, detailed descriptions and pricing, tailored to individual client tastes, preferences and past purchases.
Monitor client responses and adjust client follow-up based on engagement levels, preferences, and buying history.
Outline the service benefits to unengaged customers and support the Personal Shoppers with planned client follow up
Create customer profile sin order tooffer a more personalised service
Maintain and update customer lists and records, ensuring data is accurate andup-to-date.
Look after a Personal Shopper’s customers when on holiday/absent

Stock requests management:

Arrange samples and stock for client style suites
Organise and check stock for consignment deliveries to key customers
Assist with events set up, participation and take down
Ability to travel on request to support client facing activations

The type of person we are looking for:

Be…