Teamlead Personal Shopping & Client Relations

WHAT YOU WILL DO

• Directly manage 5-8 Personal Shoppers
• Set the benchmark for sales and service standards for all customer facing teams at Mytheresa through the perception and performance of the Personal Shopping Team
• Optimise the potential of customer relationships to drive sales, migration and increase loyalty within high value customer segments
• Sustain year on year increase in team sales in line with business growth
• Motivate the teams through inspiring leadership and support
• Contribute to the creation of new tools to maximize your team’s performance and to improve customer experience. Champion these new tools once developed and ensure team buy-in for a successful roll out
• Build influential relationships with buying & merchandising teams to maximise commercial potential of customers. Provide regular feedback on customer demand to influence buying decisions
• Work closely with the CX team and other relevant departments to improve customer satisfaction
• Provide usable feedback to the Distribution Centre management on TC service levels, and work with them to define ways to continually improve customer satisfaction
• Work closely with the VP/Director/ Head of Personal Shopping and the other team leader within Personal Shopping to implement TC and Personal Services program activities

WHO YOU ARE

• Good analytical skills, ability to draw insights from sales reports
• Results-oriented leader with the proven ability to inspire sales due to outstanding service
• Natural leader and people-oriented with high energy and drive
• Confident decision maker
• A genuine interest in measuring and raising standards of customer service is essential, together with a thorough understanding of the luxury consumer and a sympathetic approach to general needs and expectations
• A demonstrated customer centric approach with excellent service skills and relationship building ability
• An evident passion for and in-depth knowledge of luxury fashion and the fashion lifecycle is essential
• Excellent interpersonal and communication skills (both written and oral)
• Good command of Microsoft office suite, in particular Microsoft Excel
• Tech savvy
• Fluent in written and spoken English

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