Job Description

NET-A-PORTER delivers incredible fashion for incredible women. As the world’s leading luxury retailer with the most authoritative product edit globally, the site offers the ultimate curation of fashion from the most coveted designer brands, the most exceptional assortment of fine watches and precious jewelry, and more than 200 specialist beauty brands.

NET-A-PORTER champions unparalleled customer service, a seamless shopping experience across all devices, luxurious packaging, easy returns and a multi-lingual customer care team that is available 24/7, 365 days a year. A pioneer of personal shopping and client relations services for the digital era, NET-A-PORTER continues to innovate and strengthen its offering, with virtual styling, invitation only digital exclusives, and a world class suite of specialized offers for our discerning clientele.

NET-A-PORTER is looking for a passionate Personal Shopping Operations team member to join our team and play a key role in ensuring the smooth running of the Personal Shopping department. In this role, you will be a critical part of the team, supporting seamless customer service, resolving operational challenges and ensuring clients enjoy an exceptional, personalised experience. You will be customer-centric, solution-driven and bring a creative flair to craft personalised client-facing communications while maintaining the highest attention to detail.

This is an exciting opportunity for someone with experience in fashion retail, client services and operational support, who is eager to grow their career in luxury fashion. You will develop the skills, insights and expertise required to support a high-performing Personal Shopping team, while making a tangible impact on both client satisfaction and the overall efficiency of the department. Some of the details for you to know are:

Location: Our Westfield office in Shepherd's Bush

Reporting into: Personal Shopping Assistant Manager

Besides a competitive salary, we can offer you:

• A pension 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
• Private healthcare for you and your family
• 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:

Exceptional end-to-end client service & follow up:

• Resolve all daily order issues, returns, stock discrepancies etc
• Support Personal Shoppers by processing orders, pre-orders and reservations accurately and efficiently.
• Act as a proactive, solution-driven point of contact for clients, providing timely assistance with orders, returns, reservations and product queries.
• Liaise with all relevant departments to resolve issues promptly and follow up until completion
• Escalate complaints to the Personal Shopping Managers when necessary

Support Personal Shoppers to close sales:

• Help with creating bespoke client edits featuring product images, detailed descriptions and pricing, tailored to individual client tastes, preferences and past purchases.
• Monitor client responses and adjust client follow-up based on engagement levels, preferences, and buying history.
• Outline the service benefits to unengaged customers and support the Personal Shoppers with planned client follow up
• Create customer profiles in order to offer a more personalised service
• Maintain and update customer lists and records, ensuring data is accurate and up-to-date.
• Look after a Personal Shopper’s customers when on holiday/absent

Stock requests management:

• Arrange samples and stock for client style suites
• Organise and check stock for consignment deliveries to key customers
• Assist with events set up, participation and take down
• Ability to travel on request to support client facing activations

The type of person we are looking for:

• Be flexible, positive and a proactive team player who thrives in a fast-paced, collaborative environment.
• Proven experience in client-facing or sales/ operations roles, with a history of achieving results and a true enthusiasm for fashion and styling.
• Effectively manage multiple priorities under pressure, meeting tight deadlines while maintaining attention to detail.
• Demonstrate a commitment to exceptional customer service, going above and beyond to support both clients and internal teams, anticipating needs and delivering solutions.
• Possess exceptional communication skills, able to influence and build strong relationships across teams.
• Be proficient in Microsoft Office, with strong PowerPoint skills; experience with InDesign is a plus.

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.

LuxExperience is an equal opportunities employer, we encourage 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.

Experience Level: Entry levelWorkplace Type: Hybrid