Personal Shopping Manager @NET-A-PORTER

NET-A-PORTER is the leading luxury fashion destination for women. The first digital platform of its kind, NET-A-PORTER has revolutionised the way women shop, delivering fashion, fine jewelry & watches and lifestyle collections to the world’s most discerning women.

Today, NET-A-PORTER continues to own discovery, inspiration, exceptional curation, customer experience and engaging storytelling. NET-A-PORTER creates exclusive, personalised experiences for its EIPs (Extremely Important People), with dedicated Personal Shoppers and invitation-only moments. PORTER, the editorial voice of NET-A-PORTER, entertains and inspires women through daily content, and tells the stories of incredible women across the globe.

NET-A-PORTER is part of LuxExperience, the leading digital, multi-brand luxury group.

NET-A-PORTER are now seeking a talented Personal Shopping Manager to join the team.

Some of the essentials for you to know are:

Location: New York Office

Reporting into: Personal Shopping Director, North America

Schedule: Hybrid (Monday – Thursday in office, Friday remote)

Employment type: Permanent

Besides a competitive salary, we can offer you:

• Performance bonus schemes dependent on the type of role you are in
• 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
• A chance to be part of a fun and caring team that supports each other 

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

Sales:

• Proactively assist personal shoppers to target and build personal relationships with high value customers in North America
• Develop an understanding of your customers’ fashion and lifestyle preferences to drive sales, migration and increase loyalty within high value customer segments
• Identify customers shopping spend and trends season on season, and follow up with the relevant strategy
• Sustain year on year increase in team sales in line with business growth, motivating the teams to achieve this through inspiring leadership and support

• Set challenging but achievable sales targets
• Ensure all sales opportunities are optimised
• Devise strategies to support individuals to increase spending of existing clients and build relationships with new ones
• Write detailed weekly and monthly trade reports that are action led

• Grow proactive contact programs to reach out and engage with high potential regions and clients – look into how to re-engage disengaged customers
• Maximising the use of the technology available to meet your sales targets
• Build influential relationships with Buying & Merchandising teams to maximise commercial potential of customers and provide regular feedback on customer demand to influence buying decisions.
• Optimise every opportunity to grow customer base and acquire new high value clients for your personal shoppers
• Follow through on all new customer leads, introducing the brand and engaging the customer with the service and benefits to turn a prospect into a shopper

Teamwork:

• Directly oversee a team of Personal Shoppers in North America
• Work closely with the rest of the Global Personal Shopping team to manage customer expectations around waiting lists for high demand items and maximise sales closed on waiting lists
• Support your team members in their absence to ensure customer service is never compromised and sales are not lost
• Partner with the Customer Care team to ensure high value customers issues are resolved swiftly and satisfactorily
• Ensure a structured and locally relevant program of training & development activities is implemented to support team growth and progression of individuals, in parentship with the Global training manager and local trainer

Customer Campaign & Event/Project Management:

• Lead end-to-end management of customer events and projects; work with the relevant internal teams (e.g., Marketing, Client Relations) and external vendors to plan and execute high-impact events that drive sales, enhance customer engagement, and strengthen brand loyalty
• Participate in high value customers and marketing/partnership events as required
• Be a driving force with regards to product initiatives to maximize opportunities with key launches and the seasonal fashion and social calendar
• Work closely with Client Relations team to implement VIP & Personal Services program activities
  • Develop CR initiatives aimed at increasing face to face