Team Lead Personal Shopping and Client Relations North America (f/m/d)

New York City, New York (US)
03 Jul 2020
03 Aug 2020

Here at Mytheresa, technology meets luxury fashion in a space that celebrates both creativity and digital advancement. Centered in the heart of Europe, we are a dynamic international team, hailing from all corners of the globe. Working together we strive to exceed our customer’s expectations with a passion for innovation.

As part of our growth initiatives, we are opening a personal shopping office in New York to serve our best clients in North America. We are looking for a highly motivated individual who can build a service and sales oriented team, increase Mytheresa’s brand awareness within the target group and significantly increase the number of HNWI in North America.


As responsible of the Personal Shopping team based in New York, you will inspire and motivate the team to maintain an exceptional level of customer service and sales.

As the Team Lead Personal Shopping and Client Relations, you will:

  • Set the benchmark for sales and service standards for all customer
  • Optimize the potential of customer relationships to drive sales, migration and increase loyalty within high value customer segments
  • Significantly increase the number of new clients of HNWI
  • Sustain year-on-year increase in team sales in line with business growth by motivating the team through inspired leadership and support
    • Set challenging but achievable sales targets
    • Measure KPI’s  to ensure all sales opportunities are optimized
    • Devise strategies to support individuals to increase spend of existing clients and build relationships with new ones
  • Set up strategies to support customer migration patterns between targeted segments
    • Continually seek to personalize the individual experience of customers shopping through the team
  • Develop a structured and consistent program of training & development activities to support team growth and progression of individuals
    • Provide one-on-one coaching to optimize sales productivity and build effective customer relationships, supporting career progression of individuals
    • Establish a training plan of ongoing weekly / monthly activity to optimize the team’s product knowledge
  • Lead by example to promote the importance of team work and the significance of good internal relationships with all partnering areas of the business
    • Support the team to manage demanding customer expectations effectively
    • Develop clear lines of communication between Personal Shopping and operational/customer facing teams to ensure a premium service level is consistently received by Personal Shopping customers
    • Keep VIC customers in front of mind with the team through educating on and reinforcing segment value to the business
  • Build influential relationships with buying & merchandising teams to maximize commercial potential of customers, and provide regular feedback on customer demand to influence buying decisions
  • Brief and lead VIC’s events teams setting standards, targets, follow-up activity and measure effectiveness


  • At least 7-10 years of experience in the US, managing an elite team in terms of service and sales for a digital luxury retail brand
  • Results-oriented leader with proven track records and with the proven ability to inspire sales as the result of outstanding service
  • ‘Roll-up the sleeves’ mentality. Passionate to build something new
  • Genuine interest in measuring and raising standards of customer service. Thorough understanding of the luxury consumer and a sympathetic approach to client’s needs and expectations
  • Customer-centric approach with excellent service and relationship-building skills
  • Quality focused and passionate about our product
  • Collaborative approach to team work and a flexible working style is essential. Excellent interpersonal and communication skills
  • Confident to manage change in a fast-growing team

At Mytheresa, our people are our success. If you're a self-starter who enjoys an exciting challenge, apply now to be part of our journey and grow with us in a modern working environment

We are looking forward to your expressive application via our career site.
Your contact person: Sandra Martin Mulas