Personal Shopping Operations @MR PORTER- Fixed Term Contract

MR PORTER is the men's luxury style destination, offering a curated assortment of fashion, fine watches, grooming and lifestyle products from the world's most coveted designers. MR PORTER is part of LuxExperience, the leading digital, multi-brand luxury group. MR PORTER is looking for a passionate Personal Shopping Operations team member to play a key role in ensuring the smooth running of the Personal Shopping department, supporting seamless customer service, resolving operational challenges and ensuring clients enjoy an exceptional, personalised experience. The role is based at the Westfield office in Shepherd's Bush, reporting into the Personal Shopping Manager. Experience level: Entry level. Workplace type: Hybrid.

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

Requirements

Proven experience in client-facing or sales/operations roles, with a history of achieving results and a true enthusiasm for fashion and styling; Experience in fashion retail, client services and operational support; Be flexible, positive and a proactive team player who thrives in a fast-paced, collaborative environment; 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

Nice to have

Experience with InDesign

Benefits

Competitive salary; Pension with employer contribution; Portal with discounts on things like theme park and cinema tickets; Staff discount and exclusive staff sales; Medical, Dental and Vision insurance; Hybrid working (4 days per week in the office); Fun and caring team