Personal Shopping Manager @NET-A-PORTER
Job Description
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: Hong Kong Office
Reporting into: Head of Personal Shopping & Client Relations, APAC
Besides a competitive salary, we can offer you:
Performance bonus schemes dependant on the type of role you are in
Our famous staff discount along with exclusive staff sales
MPF plus voluntary contribution from the company
Multi-purpose insurance
Rental Reimbursement Program
Flexible working
A chance to be part of a fun and caring team that support 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 the APAC region
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 and Assistant Personal Shoppers in Hong Kong
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 engagement of PS team
Liaise directly with CR and wider Marketing team to ensure CR evets are relevant to VIP base
Provide support to CR team to deliver results from all activities undertaken
The type of person we are looking for:
At least 5 years of experience in managing a team. You will be a result-oriented leader with the proven ability to inspire sales as the result of outstanding service
An evident passion for and in-depth knowledge of Women’s fashion is essential
Strong customer-centric mindset with excellent service skills and the ability to build lasting relationships
Prior experience working with or managing high value customers in the APAC region, with cultural awareness and market knowledge to drive engagement and sales
Natural leadership, people orientation, high energy and drive, confidence in decision-making, and proactively manage change in a rapidly growing team
Collaborative mind-set, comfortable with managing projects across time zones and collaborating with different departments and teams across the business
Strong entrepreneurship, strategic and analytical depth and business acumen and an aptitude for implementation
An eye for detail and good organisational skills is essential
Numerate with strong computer literacy, particularly in Excel and Outlook
Ideally you will be fluent in spoken English, Mandarin and Cantonese
From the moment you join the LuxExperience Group we are committed to making your journey with us inspirational and evolutionary. If you are passionate, committed and thrive in a collaborative and fast-paced environment, then please apply with a CV.