Head of Client Relations- 1 Year Fixed Term Contract

YNAP GROUP; London; Hybrid; GBP 50,000 - 90,000; Full time

Job description

YOOX NET-A-PORTER GROUP is the world leader in online luxury and fashion, comprising a complete luxury retail ecosystem. The Group sells directly to customers globally through its own family of multi-brand online shops NET-A-PORTER, MR PORTER, YOOX, and THE OUTNET. The Group's Online Flagship Stores Division partners with leading luxury brands to power their e-commerce destinations.

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. Its discerning edit places special emphasis on highlighting the creativity and promise of the next generation of fashion talent via the Vanguard, a program for emerging brands. Consideration for environmental and social impact increasingly shapes the product offering, and the launch of the NET SUSTAIN platform was created to showcase brands that place sustainability at the core of their product. Uniting content and commerce to deliver an immersive and inspiring customer experience, NET-A-PORTER speaks to a global community and features a dedicated editorial vertical with PORTER, which is renowned for its award-winning content featuring a diverse range of incredible women.

Since launching in February 2011, MR PORTER has established itself as the world's leading, award-winning online destination for men's style, with an unparalleled product offering from the best menswear and luxury brands, including categories that range from fine watches and lifestyle through to own labels Mr P. and Kingsman.

MR PORTER produces unmatched digital and printed content across its shoppable online magazine, The Journal, and its bi-monthly newspaper, The MR PORTER Post. In 2019, MR PORTER founded MR PORTER Health in Mind, a content and fundraising initiative in partnership with November, developed to raise awareness around men's mental and physical health.

The Luxury Division (NET-A-PORTER & MR PORTER) is now seeking a talented Head of Client Relations to join the team. Reporting to the Global Marketing Director, the role purpose is to lead the global Client Relations strategy. Within this role, you will both lead Global strategy and then implement and be responsible for UK and Europe delivery. You will be the Global client-facing ambassador for our High Net Worth (HNW) clients and will manage the Client Relations team within the INTL region. The Head of Client Relations will develop, drive and own the complete Client Relations strategy within the region and collaborate with Regional teams to deliver Global targets. You will be passionate about building long-lasting relationships with our EIPs (Extremely Important People), always looking for new opportunities to elevate our EIPs' client experience, as well as driving the overall client acquisition, retention, and conversion strategy.

Some of the essentials for you to know are:

• Location: Our Westfield office in London
• Reporting into: Global Marketing Director

Besides a competitive salary, we can offer you:

• 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 supports each other

Here is a breakdown of what you will be doing:

• Working with Global Marketing Director and Regional teams to drive and coordinate Global Client Relations strategy
• Define and implement the Client Relations strategy in the UK and Europe region with a view to accelerate recruitment of high potential prospects and increase retention of existing EIPs
• Lead Client Relations team in INTL to support engagement and acquisition of EIP clients
• Ensure all events opportunities are maximized for both PR and Client Relations impact
• In partnership with Commercial team set, monitor and develop KPIs for the Client Relations team, these will be based around Retention, Acquisition, and Conversion
• Perform client insights/analysis through the relevant reporting platforms to make business recommendations and improvements
• Be an ambassador for the Client Relations team in the region, and have up-to-date awareness and knowledge on our top EIPs
• Work closely with the Personal Shopping Manager to establish successful approaches to closing sales opportunities at events in different markets
• Assess the potential for true EIP acquisition and potential partnership opportunities externally and via Marketing and PR and Brand Partnerships teams.
• Evolve a network of key partners to collaborate on a series of small scale, personal and intimate activities that focus on quality leads over quantity

The type of person we are looking for:

• Previous managerial experience within client relations or events management function- ideally luxury fashion
• Proven experience of proactively growing a luxury client base
• Enthusiastic leader with a proactive attitude and a drive to succeed
• Naturally sociable character and have ability to socialize with different types of clients
• Excellent interpersonal and communication skills (both written and oral- additional languages are desired)
• Understanding of the luxury consumer and their needs and expectations
• The flexibility to travel extensively
• A focus on quality and an evident passion for the NET-A-PORTER and MR PORTER product and service
• A detailed and organized way of working
• A passion for luxury fashion
• Excellent communication and presentation skills and professional manner
• Pro-active and able to demonstrate results against initiative/ideas
• Creative and strategic thinker

From the moment you join the YOOX NET-A-PORTER 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.

YOOX NET-A-PORTER GROUP 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: Mid-Senior level
Workplace Type: Hybrid