Personal Shopping Manager @NET-A-PORTER

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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

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