NET-A-PORTER Personal Shopping Manager

Role & Responsibilities

• Directly oversee and lead a team of Personal Shoppers and Assistant Personal Shoppers based in Hong Kong, ensuring exceptional performance and customer satisfaction
• Proactively assist personal shoppers in targeting and building relationships with high-value customers throughout the APAC region
• Develop in-depth understanding of customers' fashion and lifestyle preferences to drive sales growth, customer migration, and loyalty within high-value segments
• Identify customer shopping trends and spending patterns on a seasonal basis, implementing relevant follow-up strategies
• Set challenging yet achievable sales targets and drive sustained year-on-year sales increases through inspiring leadership and team support
• Devise and implement strategies to increase spending of existing clients while building relationships with new high-value prospects
• Write detailed weekly and monthly trade reports with actionable insights and recommendations
• Develop and execute proactive contact programs to engage high-potential regions and re-engage disengaged customers
• Maximize use of available technology to meet and exceed sales targets
• Build influential relationships with Buying and Merchandising teams to maximize commercial potential and provide regular feedback on customer demand
• Lead end-to-end management of customer events and projects in collaboration with Marketing, Client Relations, and external vendors
• Participate in high-value customer events, marketing partnerships, and seasonal initiatives as required
• Implement VIP and Personal Services program activities in collaboration with the Client Relations team
• Support team members during absences to maintain service excellence and prevent revenue loss
• Partner with the Customer Care team to resolve high-value customer issues swiftly and satisfactorily
• Implement structured training and development programs to support team growth and career progression
• Ensure structured and culturally relevant training initiatives are delivered in partnership with global and local training managers

Qualifications

• At least 5 years of experience managing a team in a luxury or high-value customer service environment
• Demonstrated passion for and in-depth knowledge of women's fashion
• Strong customer-centric mindset with excellent service and relationship-building skills
• Prior experience working with or managing high-value customers in the APAC region with proven cultural awareness and market knowledge
• Natural leadership ability with high energy, drive, and confidence in decision-making
• Comfortable managing projects across time zones and collaborating with multiple departments
• Strong entrepreneurial mindset with strategic and analytical capabilities
• Meticulous attention to detail with excellent organizational skills
• Strong numerical and computer literacy, particularly proficiency in Excel and Outlook
• Fluency in spoken English, Mandarin, and Cantonese (ideally)

Skills

Experience

At least 5 years of experience managing a team, with proven track record in result-oriented leadership and driving sales through exceptional service delivery. Prior experience managing high-value customers in the APAC region is highly preferred, with demonstrated cultural awareness and market knowledge of luxury fashion markets.

Education

Not specified

Workplace

Benefits

Performance bonus schemes dependent on role type; staff discount and exclusive staff sales; MPF (Mandatory Provident Fund) with voluntary company contribution; multi-purpose insurance; rental reimbursement program; flexible working arrangements

About Cerulean

Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.