Personal Shopping Operations @NET-A-PORTER

luxexperience; New York (NY); Hybrid; USD 41,000 - 47,000; Full time

Benefits offered by this job

401(k)

Discount portal

Staff discount

Medical insurance

Dental insurance

Vision insurance

Commuter benefits

Job summary

LuxExperience is seeking a Personal Shopping Operations team member in New York to help ensure smooth operations for the Personal Shopping department. You will support seamless customer service, resolve operational challenges and craft personalised client communications with meticulous attention to detail.

In this hybrid role (4 days in office, 1 day remote), you will collaborate with Personal Shoppers and other departments to process orders, pre-orders and reservations while maintaining

Qualifications

• Proven client-facing or sales/operations experience.
• Strong communication and relationship-building skills.
• Ability to manage multiple priorities under pressure while staying detail-oriented.
• Proactive team player with a passion for fashion and styling.

Responsibilities

• Resolve daily order issues, returns, stock discrepancies and related queries.
• Support Personal Shoppers by processing orders, pre-orders and reservations accurately.
• Create bespoke client edits with product images, descriptions and pricing tailored to client tastes.
• Monitor client responses and adjust follow-up based on engagement and buying history.
• Arrange samples and stock for client style suites and support client-facing events.

Skills

Client-facing

Sales/Operations

Communication

PowerPoint

Tools

Microsoft Office

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.

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

Benefits

• 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

Responsibilities

• 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
• 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
• 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

Candidate Profile

• 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 med