Personal Shopping & (Client Relations) Manager

LuxExperience; Hong Kong; Hybrid; HKD 420,000 - 640,000; Full time

Benefits offered by this job

Performance bonus schemes

Staff discount + exclusive staff sales

MPF + company contribution

Multi-purpose insurance

Rental Reimbursement Program

Flexible working

Supportive team culture

Job summary

LuxExperience Hong Kong is seeking a talented Personal Shopping Manager to lead a team of Personal Shoppers and drive high-value client relationships across APAC. You will report to Head of Personal Shopping & Client Relations, APAC, and work from our Hong Kong office with flexible hybrid arrangements.

You will develop sales strategies, build personal connections with VIP clients, coordinate events, and partner with Buying, Merchandising, and Customer Care to deliver exceptional service.

Qualifications

• At least 5 years of experience in managing a team.
• Passion for women’s fashion and deep product knowledge.
• Strong customer-centric mindset with excellent service.
• Experience with high-value APAC clients and regional engagement.
• Leadership, proactive change management in a growing team.
• Collaborative mindset and project management across time zones.

Responsibilities

• Proactively assist personal shoppers to target and build relationships with high-value APAC customers.
• Understand customers' fashion and lifestyle preferences to drive loyalty.
• Identify spending trends and tailor strategies season over season.
• Lead team sales to achieve year-on-year growth.
• Set challenging but achievable sales targets.
• Optimise sales opportunities and client acquisition.
• Write detailed weekly and monthly trade reports.
• Leverage technology to meet sales targets and engage VIP clients.
• Collaborate with Buying & Merchandising to inform demand.
• Engage with high-potential regions and re-engage disengaged customers.
• Oversee a Hong Kong-based team of Personal Shoppers.
• Coordinate with Global Personal Shopping to manage waiting lists.
• Support team in absence to maintain service levels.
• Partner with Customer Care to resolve high-value client issues.
• Implement local training and development plans with Global Training Manager.
• Manage end-to-end customer events and projects.
• Collaborate with Client Relations on VIP services.
• Develop CR initiatives to increase face-to-face engagement.
• Coordinate with CR and Marketing for VIP events.

Skills

Team leadership

Sales focus

Customer relationship

APAC experience

Multicultural awareness

English Mandarin Cantonese

Tools

Excel

Outlook

Job description

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 working with or managing high value customers in the APAC region, with cultural awareness and market knowledge to drive engagement and sales
• Natural leadership, people orientation, high energy and drive, confidence in decision-making, and proactively manage change in a rapidly growing team
• Collaborative mind-set, comfortable with managing projects across time zones and collaborating with different departments and teams across the business
• Strong entrepreneurship, strategic and analytical depth and business acumen and an aptitude for implementation
• An eye for detail and good organisational skills is essential
• Numerate with strong computer literacy, particularly in Excel and Outlook
• Ideally you will be fluent in spoken English, Mandarin and Cantonese

From the moment you join the LuxExperience Group we are committed to making your journey with us inspirational and evolutionary.

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: Mid-Senior levelWorkplace Type: Hybrid