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About the Role
MR PORTER is seeking a passionate Personal Shopping Operations team member to ensure the smooth running of the Personal Shopping department. This role is critical for supporting seamless customer service, resolving operational challenges, and ensuring clients receive an exceptional, personalized experience. The ideal candidate will be customer-centric, solution-driven, and possess a creative flair for crafting personalized client communications with high attention to detail.
Responsibilities
- Provide exceptional end-to-end client service and follow-up.
- Resolve daily order issues, returns, and stock discrepancies.
- Support Personal Shoppers by processing orders, pre-orders, and reservations accurately and efficiently.
- Act as a proactive, solution-driven point of contact for clients, assisting with orders, returns, reservations, and product queries.
- Liaise with relevant departments to resolve issues promptly and follow up until completion.
- Escalate complaints to Personal Shopping Managers when necessary.
- Assist Personal Shoppers in closing sales by creating bespoke client edits with product images, descriptions, and pricing.
- Monitor client responses and adjust follow-up based on engagement, preferences, and buying history.
- Outline service benefits to unengaged customers and support planned client follow-up.
- Create and maintain customer profiles for personalized service.
- Maintain and update customer lists and records with accurate data.
- Provide cover for Personal Shoppers' customers during holidays or absences.
- Manage stock requests, including arranging samples and organizing consignment deliveries.
- Assist with event setup, participation, and takedown.
- Travel on request to support client-facing activations.
Requirements
- Be flexible, positive, and a proactive team player thriving in a fast-paced, collaborative environment.
- Proven experience in client-facing or sales/operations roles with a history of achieving results.
- Demonstrate a true enthusiasm for fashion and styling.
- Effectively manage multiple priorities under pressure, meeting tight deadlines while maintaining attention to detail.
- Commitment to exceptional customer service, going above and beyond to support clients and internal teams.
- Anticipate needs and deliver solutions.
- Possess exceptional communication skills, able to influence and build strong relationships across teams.
- Proficient in Microsoft Office, with strong PowerPoint skills.
- Experience with InDesign is a plus.
Skills
- Client service
- Operational support
- Fashion retail
- Luxury fashion
- Customer-centric
- Solution-driven
- Creative flair
- Attention to detail
- Microsoft Office
- PowerPoint
- InDesign
Location
- Westfield office in Shepherd's Bush
Work Type
- Hybrid working (4 days per week in the office)
Experience Level
- Entry level
Benefits
- Competitive salary
- Pension with company contribution
- Discount portal for theme park and cinema tickets
- Staff discount
- Exclusive staff sales
- Medical insurance
- Dental insurance
- Vision insurance
About the Company
- MR PORTER is the men’s luxury style destination, offering a curated assortment of fashion, fine watches, grooming, and lifestyle products from coveted designers.
- Since 2011, it has provided exceptional quality with private label, Mr P., and exclusive capsule collaborations.
- MR PORTER creates unique experiences for its EIPs (Extremely Important People) with exclusive benefits.
- Content across platforms provides expert styling advice, storytelling, and profiles inspiring men, places, and products.
- Consciously Crafted supports customers with a focus on conscious consumerism.
- MR PORTER Health In Mind initiative, in partnership with Movember, raises awareness of men’s mental and physical health.
- MR PORTER is part of LuxExperience, the leading digital, multi-brand luxury group.
Equal Opportunity
- Luxe Experience Group is an equal opportunities employer.
- LuxExperience is an equal opportunities employer, encouraging people with diverse backgrounds to apply.
- Recognizes and celebrates the benefits that diversity brings to its workplace, business, and customers.
- Welcomes and considers all applications regardless of race, 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.
- Provides reasonable adjustments for application completion upon request.