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Net-A-Porter.com and Mr Porter to double size of personal shopping and client relations teams

Lauretta Roberts
06 September 2019

Net-A-Porter.com and Mr Porter are to double the size of their personal shopping and client relations teams adding more than 100 new staff to serve the luxury platforms' most loyal customers, referred to as EIPs (Extremely Important People), globally.

The move marks the single largest client relations recruitment drive in the group's 19-year history and also comes with the creation of new Personal Shopping and Client Relations hubs in San Francisco and Dallas. This geographical development is part of the group’s localisation strategy to offer tailored services to luxury customers "informed by a rich understanding of the region and related lifestyle".

Net-A-Porter.com has been offering personal shopping and client relations services, including personal styling, exclusive experiences and offers, since its launch in 2000. It was also introduced to Mr Porter customers at launch in 2011.

Multi-lingual teams develop one-to-one relationships with top clients which grow organically according to customer needs, both on and offline, to include tailored styling recommendations, closet consultations, previews and bespoke production of items, through to designer access and invitations and exclusive industry events. The personal touch is also enhanced by technology with AI and data assistance serving to inform the relationship.

"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," said Yoox Net-A-Porter Group president, luxury division Alison Loehnis.

“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," she added.

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