Yoox Net-A-Porter is hiring new 100 personal shoppers and client relations managers as it focuses on the customer experience for its luxury shoppers in strategic locations around the world. The move means it will double the size of the team while setting up new personal shopping and client relations hubs in San Francisco and Dallas, and improving its offer in Los Angeles and elsewhere on the West Coast.
The move is part of a Yoox Net-A-Porter localisation strategy that offers services that reflect local lifestyles and the area to its most loyal customers – known within the business as Extremely Important People (EIPs).
EIPs are invited to have a dedicated personal shopper, who builds the relationship both online and offline, guided by machine learning and data assistance, to give the customer what they need, where they need it. That might include tailored style recommendations, wardrobe consultations, invitations to designer and industry events, previews and bespoke items.
Alison Loehnis, president of the Yoox Net-A-Porter luxury division, said: “Our EIPs are our most loyal and valued customers and we’re continually striving to enhance their experience with us. We know our EIPs return to us not only for our fabulous curation of products but also the superior service. Our personal shopping team – a group of highly passionate and experienced individuals – is at the heart of this offering, going the extra mile for customers, day in, day out, online and in person.
“The role of personal shopper has evolved hugely in recent years and today our team fulfil a variety of different roles. Not only do they anticipate our customers’ ever-changing luxury needs and solve their wardrobe dilemmas before they even arise, they become part of their daily lives. Local knowledge and an understanding of lifestyle has never been more important. We’re therefore delighted to be expanding the team in terms of scale as well as introducing new locations, to give even more of our most engaged and loyal customers around the world access to this fantastic market-leading service.”
Net-A-Porter, launched in 2000 and now a Top350 retailer in IRUK Top500 research, has always used personal shopping and client relations to give its shoppers what it believes is the ultimate luxury fashion shopping experience, through personalised advice, experiences and offers. That was extended to Mr Porter at launch, but this recruitment drive is its largest yet, and comes in response to increased demand for personalised services and the growth of the EIP segment.
Image courtesy of Yoox Net-A-Porter
