Online Personal Stylist - Toronto

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's style and lifestyle.

Responsibilities

Clienteling & Selling- 60%

• Keep track of customer requests for upcoming items, occasionally arranging special orders with Buying, and notify them as soon as they are received
• Take ownership of customer requests and needs to provide prompt resolutions that exceed expectations
• Provide personalized advice and recommendations through an intuitive understanding of customer style and lifestyle
• Build lasting personal relationships with premium customers, becoming their trusted style advisor and friend
• Offer early access to coveted items to clients, placing or modifying orders for them
• Build and maintain a list of 100+ active clients, ensuring frequent follow-ups and proactive reach-outs to maximize lifetime value and minimize churn
• Ensure performance and sales targets are met
• Merge the digital and physical experience by meeting clients in-person, offering in-person styling appointments, attending events and arranging gifts for special occasions
• Promote new arrivals by sharing behind the scene pictures on social media or through 1-1 client conversations

Operations - 30%

• Review purchase orders for upcoming seasons and monitor shipment status
• Places orders on clients’ behalf and ensure smooth shopping experience
• Support the Customer Care team by handling product-related requests and premium client enquiries, through email and chat
• Proactively follow up on customer purchases, upgrading shipping or rushing orders when needed, and support customers with returns and exchanges
• Apply special discounts on orders for Private Sales or VIP clients
• Collaborate with our Distribution Center to place products on hold or handle special orders

Market Insights - 10%

• Demonstrate an expertise of specific customer segments (geographical market or style profile), anticipating future demand and sharing insights with the rest of the Personal Shopping team
• Constantly stay up to date on new arrivals, product launches and new brands
• Cultivate an extensive knowledge of trends, brands and product catalogs, acting as a reference for both clients and the Customer Care team

• Web and computer-savviness, knowledge of Google suite an asset
• Proven experience establishing relationships and serving luxury customers
• A minimum of 3-5 years experience in Customer Service or Sales in the Retail Industry
• Excellent written and verbal communication skills in both English and Korean.
• Knowledge of luxury brands, from their history to the construction of the garments
• Bachelor’s degree in Fashion, or a related field

Skills

• Ability to work in pairs and as part of a team
• Ability to quickly assess customers’ personalities and style
• Ability to work in a fast-paced environment, while delivering an exceptionally high level of customer service
• Customer-oriented with exceptional problem solving skills
• Solid interpersonal skills with a natural ability to build relationships
• Autonomous and organized with strong attention to details