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Assistant Personal Shopping Manager- NET-A-PORTER (VIP Management)

Salary provided
Posted on 21 Jan 2020

Assistant Personal Shopping Manager- NET-A-PORTER (VIP Management)


Job Highlights

  • APAC Exporsure
  • VIP Sales Management
  • Client Relationship Management

Job Description

The Role:

We are now seeking a talented and driven service and sales professional with exceptional customer focus to establish and lead our Personal Shopping team in Hong Kong. The ideal candidate will be able to demonstrate a solid track record of managing sales teams in a luxury environment – retail, hospitality, finance. You will be a results-oriented leader with the proven ability to inspire sales as the result of delivering outstanding personal service.

You Will:

Team Leadership and Development

  •  Manage, coach and develop the Hong Kong NET-A-PORTER team, instilling core brand values and service standards together with an ethos of achieving sales through great service
  •  Effectively manage change resulting from rapid business growth
  •  Foster a team culture that is flexible and receptive to change through high levels of morale and motivation
  •  Maintain a consistent program of training & development activities to support team growth and progression of individuals
  •  Ensure seamless implementation of new technologies and working practices 
  •  Partner to implement E.I.P (Extremely Important Person) program activities specific to the market
  •  Develop supporting collateral and a follow-up customer journey to raise awareness of the brand and the service with potential leads, and support subsequent follow-up through the Personal Shopping teams 

 Team Performance

  •  Ensure the global customer receives a seamless experience, maintaining KPIs and global standards for sales and service for NET-A-PORTER
  •  Establish a service-oriented sales force who take pride in personalising the customer's experience; are driven to exceed expectations; take personal ownership for customer cases and are confident to resolve issues with minimal need to escalate
  •  Respond to and resolve escalated management complaints, ensuring that customer expectations are always exceeded
  •  Optimise the potential of customer relationships with Personal Shoppers to increase spend and achieve loyalty with existing and potential high value customers in the APAC region
  •  Drive revenue through sales made direct by the team, and through retention and satisfaction achieved through service provided
  •  Sustain year on year increase in team sales performance in line with business growth, motivating the teams to achieve this through leadership and support
  •  Provide regular feedback buying & merchandising teams on regional customer preferences and needs
  •  Supported by your reports, establish successful approaches to closing sales opportunities at events in different markets
  •  Assess the potential for true EIP acquisition in the partnerships’ opportunities presented by our brand Marketing and PR
  •  Evolve a network of key partners to collaborate on a series of small scale, personal and intimate activities that focus on quality leads over quantity

You Have:

  •  Ability to demonstrate a customer-centric approach with excellent service skills, customer relationship building and networking ability
  •  A proven track record of implementing customer experience initiatives is essential, together with a thorough understanding of the luxury consumer and a sympathetic approach to her needs and expectations
  •  A focus on quality and an evident passion for our product is very important
  •  Natural leadership, people orientation and are able to demonstrate a high sustainable high energy and drive, as well as confidence to make decisions and proactively manage change in a rapidly growing team
  •  A collaborative approach to team work, and a flexible working style is essential, together with excellent interpersonal and communication skills (both written and oral)
  •  Ideally you will be fluent in spoken Cantonese, English and Mandarin

Additional Information

Career Level
Years of Experience
7 years
Employment Type
Full Time, Permanent

Company Overview

YOOX NET-A-PORTER GROUP is the world’s leading online luxury fashion retailer. The Group is a Global company with Anglo-Italian roots, the result of a game-changing merger, which in October 2015, brought together YOOX GROUP and THE NET -A-PORTER GROUP; the two companies had revolutionized the luxury fashion industry since their birth in 2000.

YOOX NET-A-PORTER GROUP is a unique business with an unrivalled offering including multi-brand in-season online stores NET-A-PORTER and MR PORTER, and multi-brand off-season online stores YOOX and THE OUTNET, as well as numerous ONLINE FLAGSHIP STORES, all “Powered by YNAP”.

Uniquely positioned in the high growth online luxury sector, YOOX NET-A-PORTER GROUP has an unrivalled client base of more than 3 million high-spending customers generating around 1 billion visits worldwide. The Group has offices and operations in the United States, Europe, Middle East, Japan, China and Hong Kong and delivers to more than 180 countries around the world.

Since June 2018, the Group is subject to the management and coordination of Compagnie Financière Richemont S.A.

For further information:
Linkedin: YOOX NET-A-PORTER GROUP | Twitter: @YNAP | Instagram: @YNAP

Additional Company Information

Benefits & Others
Five-day work week, Housing allowance, Life insurance, Medical insurance, Performance bonus