YOOX NET-A-PORTER GROUP is the world leader in online luxury and fashion that comprises a complete luxury retail ecosystem. The Group sells directly to customers globally through its own family of multi-brand online shops NET-A-PORTER, MR PORTER, YOOX and THE OUTNET. The Group\xe2\x80\x99s Online Flagship Stores Division partners with many leading luxury brands to power their own e-commerce destinations.

The Group has 4.3 million high-spending active customers globally. As pioneers in bringing together the realms of technology and luxury, YOOX NET-A-PORTER satisfies the most discerning clientele with expertly curated products from the world\xe2\x80\x99s most coveted brands, personalised end-to-end service, the latest technology and inspiring content, all shaped by 20 years of insights into the modern shopper.

To support the teams who are powering this ecosystem we have a global Corporate division consisting of departments including Legal, Finance, Marketing and Sales, Strategy, Human Resources, Central Services and PR and Communications.

YNAP Middle East is now seeking a talented Client Relations and Personal Shopping Manager.

Some of the essentials for you to know are:

Location: Dubai Office

Team Size: 10

Reporting into: General Manager- Middle East & Head of Personal Shopping

Brand: Both MR PORTER & NET A PORTER

Besides a competitive salary, we can offer you:

• Performance bonus schemes dependent on the type of role you are in
• Our famous staff discount along with exclusive staff sales
• Annual airfare to home country
• Group Medical & Life Insurance coverage
• Flexible working
• A chance to be part of a fun and caring team that support each other

Here is a breakdown of what you\xe2\x80\x99ll be doing:

Customer Champion

• Serve as an internal brand ambassador within both your direct team and the wider ME team as the customer champion for all initiatives and decisions internally and externally
• Own the customer experience with a strong operational and business focus, partnering closely with the Operations Manager to ensure a customer-centric approach
• Lead by example, building influential relationships with the relevant departments globally in the distribution centre and the main office

Team Leadership and Development

• Manage, coach and develop the Dubai-based teams, instilling core brand values and service standards together with an ethos of achieving sales through great service
• Foster a team culture that is results-driven and receptive to change
• Collaborate with the global Training and Development team in HQ to devise an on-going program of activities to meet the local needs of the team to support the global Sales and Client Relations strategy
• Implement E.I.P (Extremely Important Person) events and activations specific to the market
• Develop supporting collateral and a follow-up to raise awareness of the brand and the service with potential leads.

Team Performance

• Grow customer acquisition and retention and maintain global standards for sales and service across the Personal Shopping and Client Relations teams for NET-A-PORTER and MR PORTER
• Manage a sales and service-oriented team who takes pride in personalising the customer\'s experience; are driven to exceed expectations; take personal ownership of customer cases and are confident to resolve issues with minimal need to escalate
• Optimise the potential of customer relationships with Personal Shoppers to increase spend and achieve loyalty with existing and potential high value customers in the APAC region

The type of person we are looking for:

• Sales-driven with strong financial acumen
• Customer-centric with excellent service skills, customer relationship building and networking ability
• Highly organised and KPI driven \xe2\x80\x93 this team member will need to be helping the team reaching their daily targets per brand & collaborate more and more with CRM to push certain segments & possibly become more customised in terms of edits/selections pushed to EIPs.
• Ability to travel easily across GCC.
• Strong sense of Fashion/Style \xe2\x80\x93 to ensure we push the right products to our clients & oversee those local selections made by product category (ideally pushing items with highest profitability for YNAP etc).
• A proven track record of implementing customer experience initiatives, together with a thorough understanding of the luxury consumer
• Passion for our products across all categories
• Natural leadership, as well as confidence to make decisions
• A collaborative approach to teamwork, and a flexible working style is essential, together with excellent interpersonal and communication skills (both written and oral)
• Fluency in English language is essential. Bilingual (Arabic & English) will be a plus
• 10 years of retail experience, 5 years at managerial level is essential
• Bachelor\xe2\x80\x99s degree

From the moment you join the YOOX NET-A-PORTER GROUP we are committed to making your journey with us inspirational and evolutionary. If you are passionate, committed and thrive in a collaborative and fast-paced environment, then please apply with a CV.

YOOX NET-A-PORTER GROUP is an equal opportunities employer, we encourage people with a diverse range of backgrounds to apply. We recognize and celebrate the benefits that diversity brings to our workplace, our business and our customers. We welcome and will consider all applications regardless of race and nationality, religion, color, sex, pregnancy or related medical conditions, parental status, sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or any other legally protected characteristics.

If you require any reasonable adjustments to complete your application, please do not hesitate to advise us accordingly.

Experience Level: Mid-Senior level

Workplace Type: Hybrid

Yoox Net-a-Porter Group