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MR PORTER – a dedicated menswear site from the NET-A-PORTER group – it is the first global shopping destination of its kind. MR PORTER launched for the Spring/Summer 2011 season in February 2011 and offers an edited product selection of the best in men's style, from global designer labels to niche specialist brands alongside original editorial and style advice.

The Role

We are seeking a talented and driven sales & service professional to manage our Global Personal Shopping team. Reporting to the Head of Sales and Marketing, you will be responsible for ensuring your team meet sales targets whilst maintaining an exceptional service experience for a demanding global customer base, establishing MR PORTER as the standard bearer for service excellence in the luxury menswear online retail market.

"During New York Fashion Week, editors and stylists weren't talking about the runway; they were all a-twitter (literally and figuratively) about the arrival of MR PORTER. The Y chromosome to NET-A-PORTER" - GQ USA

Responsibilities

Responsible for the Global Personal Shopping team, you will be inspiring and motivating the team to maintain an exceptional level of customer service and sales.

As the Personal Shopping Manager, you will:

• Optimize the potential of customer relationships to drive sales and increase loyalty within high value customer segments
• Motivate the team to exceed sales targets through inspiring leadership and support
• Set challenging but achievable sales targets
• Measure AQT to ensure all sales opportunities are optimized
• Devise strategies in collaboration with the team to increase spend of existing clients and build relationships with new ones
• Develop and maintain personal client base
• Devise strategies to target different customer segments and optimize sales in conjunction with the Customer Retention team
• Expand proactive contact programs to reach out and engage with potential high value segments, and re-engage lapsed customers
• Work with the team to identify and act on customers showing potential to lapse
• Continually seek to personalize the individual experience of customers shopping through the team
• Develop the E.I.P service and benefits proposition
• Develop communication channels for E.I.Ps and other potential high value spenders
• Develop a structured and consistent program of training & development activities to support team growth and progression of individuals
• Provide one-on-one coaching to optimize sales productivity and build effective customer relationships, supporting career progression of individuals
• Establish a training plan of ongoing weekly / monthly activity to optimize the team's product knowledge
• Lead by example to promote the importance of team work and the significance of good internal relationships with all partnering areas of the business
• Support the team to manage demanding customer expectations effectively
• Develop clear lines of communication between Personal Shopping and operational/customer facing teams to ensure a premium service level is consistently received by Personal Shopping customers
• Keep E.I.P customers front of mind with these teams through educating on and reinforcing segment value to the business
• Build solid relationships with buying & merchandising teams to maximize commercial potential of customers, and provide regular feedback on customer demand to influence buying decisions
• Serve as an internal MR PORTER brand ambassador for your team and the wider sales team
• Brief and lead events teams as relevant setting standards, targets, follow-up activity and measure effectiveness
• Establish close working relationships with the wider MR PORTER Sales & Marketing team to ensure a consistent communications flow and knowledge sharing between teams

Experience and Skills

• Reporting to the Head of Sales & Marketing, you will be a natural leader and a people person with demonstrable and sustainable high energy and drive, as well as a confident decision maker
• The ideal candidate will have solid experience managing an elite team in terms of service and sales for a luxury retail brand. You will be a results-oriented leader with the proven ability to inspire sales as the result of outstanding service
• A genuine interest in measuring and raising standards of customer service is essential, together with a thorough understanding of the luxury consumer and a sympathetic approach to customer needs and expectations
• Must be able to demonstrate a customer centric approach with excellent service skills and relationship building ability
• A focus on quality and an evident passion for our product is very important
• A collaborative approach to team work, and a flexible working style is essential, together with excellent interpersonal and communication skills (both written and oral)
• You will be confident to manage change in a growing team

Location

This role is based in London, W12

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NO RECRUITMENT AGENCIES PLEASE