Personal Shopping Operations @NET-A-PORTER at NET-A-PORTER in London, UK

Job description

• 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

Responsibilities

• 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
• 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
• 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

Requirements

• 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.

Skills

Required

• Microsoft Office
• PowerPoint
• Communication skills
• Customer service
• Attention to detail
• Time management
• Problem-solving
• Teamwork

Preferred

• InDesign

Benefits

• Performance bonus schemes dependent on the type of role you are in
• 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