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About the Role

NET-A-PORTER is seeking a talented Personal Shopping Manager to lead a team of Personal Shoppers in North America, focusing on building relationships with high-value customers, driving sales, and optimizing customer engagement through strategic initiatives and exceptional service.

Responsibilities

• Proactively assist personal shoppers to target and build personal relationships with high value customers in North America.
• Develop an understanding of customer fashion and lifestyle preferences to drive sales, migration, and loyalty within high value customer segments.
• Identify customer spending and trends to implement relevant strategies.
• Sustain year-on-year increases in team sales through inspiring leadership and support.
• Set challenging but achievable sales targets.
• Ensure all sales opportunities are optimized.
• Devise strategies 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 engage high potential regions and clients, and re-engage disengaged customers.
• Maximize the use of available technology to meet sales targets.
• Build influential relationships with Buying & Merchandising teams to maximize commercial potential and provide feedback on customer demand.
• Optimize opportunities to grow the customer base and acquire new high value clients.
• Follow through on new customer leads, introducing the brand and engaging the customer.
• Directly oversee a team of Personal Shoppers in North America.
• Work closely with the Global Personal Shopping team to manage customer expectations and maximize sales from waiting lists.
• Support team members in their absence to ensure customer service and sales are not compromised.
• Partner with the Customer Care team to ensure high value customer issues are resolved swiftly and satisfactorily.
• Ensure a structured program of training & development activities is implemented to support team growth and progression.
• Lead end-to-end management of customer events and projects, working with internal teams and external vendors.
• Participate in high value customers and marketing/partnership events as required.
• Be a driving force for product initiatives to maximize opportunities with key launches and the seasonal fashion and social calendar.
• Work closely with the Client Relations team to implement VIP & Personal Services program activities.
• Develop CR initiatives aimed at increasing face-to-face engagement of the PS team.
• Liaise with CR and wider Marketing team to ensure CR events are relevant to the VIP base.
• Provide support to the CR team to deliver results from all activities undertaken.

Requirements

• At least 5 years of experience in managing a team.
• 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 North America, with cultural awareness and market knowledge.
• Natural leadership, people orientation, high energy and drive, confidence in decision-making, and proactively manage change.
• Collaborative mind-set, comfortable with managing projects across time zones and collaborating with different departments and teams.
• Strong entrepreneurship, strategic and analytical depth and business acumen.
• An aptitude for implementation.
• An eye for detail and good organisational skills is essential.
• Numerate with strong computer literacy, particularly in Excel and Outlook.

Skills

• Sales Management
• Customer Relationship Management
• Team Leadership
• Fashion Knowledge
• Customer Service
• Strategic Planning
• Analytical Skills
• Project Management
• Excel
• Outlook

Location

• New York Office

Work Type

• Hybrid
• Permanent

Experience Level

• Mid-Senior level
• At least 5 years of experience in managing a team

Salary/Compensations

• $115,000 to $130,000 annually
• Clothing Allowance

Benefits

• Performance bonus schemes
• 401(k) plan
• Portal with an array of discounts
• Staff discount
• Exclusive staff sales
• Medical insurance
• Dental insurance
• Vision insurance
• Commuter benefit
• Flexible spending

About the Company

• NET-A-PORTER is the leading luxury fashion destination for women, revolutionising how women shop by delivering fashion, fine jewelry & watches and lifestyle collections globally.
• The company focuses on discovery, inspiration, exceptional curation, customer experience, and engaging storytelling.
• NET-A-PORTER creates exclusive, personalised experiences for its EIPs (Extremely Important People).
• PORTER, the editorial voice of NET-A-PORTER, entertains and inspires women through daily content.
• NET-A-PORTER is part of LuxExperience, the leading digital, multi-brand luxury group.

Equal Opportunity

• LuxExperience is an equal opportunities employer, encouraging people with a diverse range of backgrounds to apply.
• We recognize and celebrate the benefits that diversity brings to our workplace, our business and our customers.
• We welcome and will consider all applications regardless of race and nationality, religion, color, sex, pregnancy or related medical conditions, parental status, sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or any other legally protected characteristics.
• If you require any reasonable adjustments to complete your application, please do not hesitate to advise us accordingly.