Personal Shopping Manager @NET-A-PORTER

NET-A-PORTER; Hong Kong; On-site; HKD 900,000 - 1,300,000; Full time

Benefits offered by this job

Performance bonus schemes

Staff discount and exclusive staff销售

MPF + company contributions

Insurance

Rental reimbursement

Flexible working

Job summary

NET-A-PORTER is seeking a Mid‑Senior Personal Shopper Team Lead in Hong Kong to oversee a team of Personal Shoppers and Assistant Personal Shoppers. You will work with the Global Personal Shopping team to manage waiting lists, maximize sales and deliver exceptional service to high‑value APAC clients.

Responsibilities include coaching, developing training programs, building VIP relations, and collaborating with Buying & Merchandising to align client needs with brand initiatives.

Qualifications

• At least 5 years of experience in managing a sales or client-relations team.
• Strong knowledge of women’s fashion and luxury retail.
• Excellent customer service and relationship-building skills.
• APAC market experience with high-value clients is desirable.
• Fluent in English; Mandarin and Cantonese are a plus.

Responsibilities

• Proactively assist personal shoppers to target and build relationships with high-value APAC clients.
• Develop understanding of customer fashion/lifestyle preferences to drive sales and loyalty.
• Set and drive sales targets; write weekly/monthly trade reports.
• Oversee a team of Personal Shoppers and Assistant Personal Shoppers in Hong Kong.
• Collaborate with Buying & Merchandising to maximise commercial potential.
• Lead end-to-end customer events and VIP initiatives with other teams.

Skills

Team leadership

Customer service

Relationship building

English fluency

Communication

Tools

Excel

Outlook

Job description

Location

Hong Kong Office

Reporting Into

Head of Personal Shopping & Client Relations, APAC

Benefits

Besides a Competitive Salary, We Can Offer You:

• Performance bonus schemes dependent 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 supports each other

Responsibilities

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 customer 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
• Maximise 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 partnership 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 maximise 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 events are relevant to VIP base
• Provide support to CR team to deliver results from all activities undertaken

Qualifications & Desired Profile

• 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

Summary

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.

Equal Opportunity

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 & Workplace Type

Mid‑Senior level; Hybrid