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Job Details

Online Personal Stylist // NYC

Location
New York City, NY, United States

Posted on
Jun 26, 2020

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Profile

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. *This remote position is based out of New-York, United States, in a Work-From-Home setting.RESPONSIBILITIESClienteling & SellingBuild lasting personal relationships with premium customers, becoming their trusted style advisor and friendTake ownership of customer requests and needs to provide prompt resolutions that exceed expectationsProvide personalized advice and recommendations through an intuitive understanding of customer style and lifestylePromote new arrivals by sharing behind the scene pictures on WeChat and Instagram or through 1-1 client conversationsBuild 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 churnKeep track of customer requests for upcoming items, occasionally arranging special orders with Buying, and notify them as soon as they are receivedOffer 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 occasionsEnsure performance and sales targets are met OperationsProactively follow up on customer purchases, upgrading shipping or rushing orders when needed, and support customers with returns and exchangesCollaborate with our Distribution Center to place products on hold or handle special ordersSupport the Customer Care team by handling product-related requests and premium client enquiries, through email and chatReview purchase orders for upcoming seasons and monitor shipment statusApply special discounts on orders for Private Sales or VIP clientsExpertiseCultivate an extensive knowledge of trends, brands and product catalogs, acting as a reference for both clients and the Customer Care teamConstantly stay up to date on new arrivals, product launches and new brandsDemonstrate an expertise of specific customer segments (geographical market or style profile), anticipating future demand and sharing insights with the rest of the Personal Shopping teamSeek to improve the personal shopping experience by coming up with suggestions and new initiatives to delight customersREQUIREMENTSBachelor’s degree in Fashion, or a related fieldA minimum of 3 years experience in Customer Service or Sales in the Retail Industry, existing client book an assetProven experience establishing relationships and serving luxury customersKnowledge of luxury brands, from their history to the construction of the garmentsWeb and computer-savviness, knowledge of Google suite an assetExcellent written and verbal communication skills in both English and a second language, Mandarin an assetSKILLSSolid interpersonal skills with a natural ability to build relationships Customer-oriented with exceptional problem solving skillsAbility to quickly assess customers’ personalities and styleAutonomous and organized with strong attention to detailsAbility to work in pairs and as part of a teamAbility to work in a fast-paced environment, while delivering an exceptionally high level of customer service

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