Personal Shopping Operations @NET-A-PORTER

NET-A-PORTER; New York (NY); Hybrid; USD 41,000 - 45,000; Full time

Benefits offered by this job

401(k) plan

Staff discounts

Medical insurance

Dental insurance

Vision insurance

Commuter benefit

Flexible spending

Job summary

NET-A-PORTER is seeking a Personal Shopping Operations team member in New York to ensure seamless client service and smooth operation of the Personal Shopping department. You will support order processing, client communications, and cross-team collaboration to deliver exceptional experiences.

The role offers a hybrid work model (4 days in office, 1 day from home) with permanent employment and a salary geared to hourly earnings plus competitive benefits.

Qualifications

• Proven experience in client-facing or sales/operations roles with a track record of results.
• Ability to manage multiple priorities under pressure and meet tight deadlines.
• Commitment to exceptional customer service and going above and beyond for clients.
• Exceptional communication skills to influence and build cross-team relationships.
• Proficient in Microsoft Office; strong PowerPoint skills; InDesign is a plus.

Responsibilities

• Exceptional end-to-end client service and follow-up.
• Resolve daily order issues, returns, stock discrepancies, etc.
• Process orders, pre-orders and reservations for Personal Shoppers.
• Proactive point of contact for clients with timely assistance.
• Liaise with departments to resolve issues and follow up to completion.
• Escalate complaints to Personal Shopping Managers when necessary.
• Create bespoke client edits with product images, descriptions and pricing.
• Monitor client responses and tailor follow-up by engagement and buying history.
• Outline service benefits to unengaged customers and support follow up.
• Create and maintain client profiles and update customer records.
• Assist Personal Shoppers while on holiday; travel to support activations.
• Arrange samples and stock for client style suites; organize consignments.
• Assist with events setup and participation; support activation events.

Skills

Client-facing experience

Communication skills

Multitasking

Team player

Tools

Microsoft Office

PowerPoint

InDesign

Job description

PERSONAL SHOPPING OPERATIONS

NET-A-PORTER is the ultimate luxury fashion destination for women. Since 2000, it has offered customers a curated assortment of fashion, fine watches, jewelry and home décor, from the world’s most coveted brands. NET-A-PORTER creates unique experiences for its EIPs (Extremely Important People) with dedicated Personal Shoppers and invitation-only benefits. Through content, it provides expert styling advice, engaging storytelling and profiles incredible women via editorial vertical, PORTER. NET SUSTAIN, its product curation of consciously crafted luxury, supports customers to shop with a focus on conscious consumerism. NET-A-PORTER is part of LuxExperience, the leading digital, multi-brand luxury group.

The Role

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.

Location: Our New York Office

Reporting into: Personal Shopping Assistant Manager

Team size: approximately 40

Work model: 4 days in office, 1 day work from home

Employment type: Permanent

Besides a Competitive Salary, We Offer

• 401(k) plan 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
• Medical, Dental and Vision insurance
• Commuter benefit and flexible spending

Here is a breakdown of what you’ll be doing:

You Will Be Responsible For

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.

Compensation for this role is $30.00 - $33.85 per hour depending upon experience.

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: Entry levelWorkplace Type: Hybrid