Personal Shopping Operations @MR PORTER- Fixed Term Contract

THE NET-A-PORTER GROUP; Greater London; Hybrid; GBP 28,000 - 38,000; Full time

Benefits offered by this job

Pension contributions

Staff discounts

Medical, Dental and Vision insurance

Hybrid working

Job summary

MR PORTER is seeking a proactive Personal Shopping Operations team member to support seamless client service, resolve operational challenges, and ensure a highly personalised luxury experience for clients. You will process orders, manage stock, and coordinate with Personal Shoppers to deliver first-class service.

Based at our Westfield Shepherd's Bush office with hybrid working (4 days in office), you will travel to support client activations when required and contribute to sales efficiency

Qualifications

• Proven experience in client-facing or sales/operations roles.
• Demonstrated commitment to exceptional customer service.
• Ability to manage multiple priorities under tight deadlines.

Responsibilities

• Provide end-to-end client service and follow up for Personal Shoppers.
• Process orders, pre-orders and reservations accurately.
• Resolve daily order issues, returns and stock discrepancies.
• Liaise with departments to resolve issues and follow up until completion.
• Support client-facing activations and events as needed.

Skills

Client-facing experience

Sales experience

Operations experience

Tools

Microsoft Office

PowerPoint

InDesign

Job description

MR PORTER is the men's luxury style destination. Since 2011, it has offered customers a curated assortment of fashion, fine watches, grooming and lifestyle products from the world's most coveted designers. It delivers exceptional quality with private label, Mr P., and market-leading exclusive capsule collaborations with brand partners. MR PORTER creates unique experiences for its EIPs (Extremely Important People), with first access to products, a dedicated personal shopper and invitation-only benefits. Through content across all its platforms, it provides expert styling advice, immersive storytelling, and profiles inspiring men, places and products. Consciously Crafted, its responsible product curation, supports customers to shop with a focus on conscious consumerism. MR PORTER Health In Mind, its long-standing 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.

MR 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 essentials for you to know are:

Location: Our Westfield office in Shepherd's Bush

Reporting into: Personal Shopping Manager

Besides a competitive salary, we can offer you:

• A pension that both you and the company contribute too
• A portal with an array of discounts on things like theme park and cinema tickets
• Our famous staff discount along with exclusive staff sales
• Medical, Dental and Vision insurance
• Hybrid working (4 days per week in the office)
• A chance to be part of a fun and caring team that support each othe

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.