Job Description

*THIS POSITION IS BASED OUT OF NEW-YORK, UNITED STATES, IN A WORK-FROM-HOME SETTING.

Reporting to the Associate Manager, Personal Shopping, the Online Personal Stylist is responsible for serving a portfolio of premium online customers. He/She will develop lasting relationships with users, providing a high-touch personal styling and shopping experience. The ideal candidate will consult with customers in real time, mostly through instant messaging platforms and email, leveraging his/her understanding of current trends along with the customer style and lifestyle. 

RESPONSIBILITIES

CLIENTELING & SELLING

• Build lasting personal relationships with premium customers, becoming their trusted style advisor and friend
• Take ownership of customer requests and needs to provide prompt resolutions that exceed expectations
• Provide personalized advice and recommendations through an intuitive understanding of customer style and lifestyle
• Promote new arrivals by sharing behind the scene pictures on WeChat and Instagram or through 1-1 client conversations
• Build and maintain a list of 100 active clients, ensuring frequent follow-ups and proactive reach-outs with all of them to maximize lifetime value and minimize churn
• Keep track of customer requests for upcoming items, occasionally arranging special orders with Buying, and notify them as soon as they are received
• Offer early access to coveted items to clients, placing or modifying orders for them 
• Meet clients for in-person appointments or special events, arrange gifting for special occasions
• Ensure performance and sales targets are met

OPERATIONS

• Proactively follow up on customer purchases, upgrading shipping or rushing orders when needed, and support customers with returns and exchanges
• Collaborate with our Distribution Center to place products on hold or handle special orders
• Support the Customer Care team by handling product-related requests and premium client enquiries, through email and chat
• Review purchase orders for upcoming seasons and monitor shipment status
• Apply special discounts on orders for Private Sales or VIP clients

EXPERTISE

• Cultivate an extensive knowledge of trends, brands and product catalogs, acting as a reference for both clients and the Customer Care team
• Constantly stay up to date on new arrivals, product launches and new brands
• Demonstrate an expertise of specific customer segments (geographical market or style profile), anticipating future demand and sharing insights with the rest of the Personal Shopping team
• Seek to improve the personal shopping experience by coming up with suggestions and new initiatives to delight customers

Qualifications

• Bachelor’s degree in Fashion, or a related field
• A minimum of 3 years experience in Customer Service or Sales in the Retail Industry, existing client book an asset
• Proven experience establishing relationships and serving luxury customers
• Knowledge of luxury brands, from their history to the construction of the garments
• Web and computer-savviness, knowledge of Google suite an asset
• Excellent written and verbal communication skills

SKILLS

• Solid interpersonal skills with a natural ability to build relationships 
• Customer-oriented with exceptional problem solving skills
• Ability to quickly assess customers’ personalities and style
• Autonomous and organized with strong attention to details
• Ability to work in pairs and as part of a team
• Ability to work in a fast-paced environment, while delivering an exceptionally high level of customer service

Additional Information

All your information will be kept confidential according to EEO guidelines.