Date to start: Immediately
Location: New York City (must live in NYC full time)
Compensation: $70,000 base + bonus structure available on KPI's met which are performance based.
Use this link to apply: https://forms.gle/cVfwcS1N9YZSn59g8
ABOUT YOU
This is a fast paced, performance based role for motivated, high performers. You will be assigned KPI’s that are evaluated to determine your success with the company. You probably had a past job such as Assistant Manager, Manager, Assistant Buyer, Buyer, or Merchandiser.
You are creative yet analytical and can easily go between both.
You thrive when you have to multi-task and meet deadlines– you see it as a challenge and rise to the occasion all the time. You want to work with real people (we do not do red carpet or editorial styling here) and are empathetic to various style challenges that our clients have. You show compassion and are a great coach to get them to their goals.
You understand, use and educate our clients on ‘The NLW Style System’. You know our framework deeply and can get to know our clients quickly to personalize it to them. You are an ambassador of our system, the CEO and the business- you’re professional and aspirational.
You can chat with anyone and find a connection. You have exceptional customer service skills and have specific stories about how you’ve gone above and beyond for your clients.
You are able to manage up. You can communicate any opportunities, risks, your workload to the CEO and push the business forward. You come prepared to meetings with a detailed agenda of what needs to be talked about, reviewed and decided on. You understand you are the driver of your success.
STYLING DEPT MANAGEMENT
You’ll become a go-to contact for fulfilling excellent client experiences to get our clients to their goals. You are excellent at customer service and respond to clients in 24 business hours in a high touch, personal way.
You’ll oversee all aspects of the client experience operations including (but not limited to)
- You are keeping the CEO up to date on all client projects, weekly in 1-1 via a detailed agenda that you’ll create. You’ll be responsible for managing the client journey’s in company software (Asana + Dubsado) and keeping these up to date, every day.
- Onboarding + off boarding: you’ll host intro/offboarding calls to get to know the client, hear about their experience and ask for reviews/feedback.
- You’ll ensure that clients are moving throughout their journey. Once they start with their onboarding, you’ll be responsible for keeping them moving in our CRM + scheduling tools. Reaching out to them for follow up if something hasn’t been scheduled, making sure everything is on the calendar and according to timelines.
- You’ll deliver excellent customer service, always. You are always two steps ahead of our clients, anticipating their needs, following up and making the experience stress free for them.
Management:
- Always recruiting- you’re always on the lookout for exceptional talent to bring onto the team. You’re networking, handing out business cards to potential team mates and keeping the CEO up to date.
- Recruit styling team members as the business needs; write job description, review applications, interview in person and hire.
- Manage day to day employees within the styling department at all levels. Ensuring that the team is hitting KPI’s, and milestones to drive revenue goals.
- Maintain + Manage training schedule for members of the styling team. You’ll be responsible for making sure this is up to date and efficient to get the team up and running quickly.
- Host reviews for all members of the styling department, yearly.
- Provide training/coaching/accountability to the styling department to get them to reach their next milestone.
- Report to CEO about team development, training, KPI status, org chart of department, hiring, firing.
- Operations: ensure that all details of services, customer service levels and how to’s are logged/updated frequently in SOP’s (videos and written documents) every quarter.
CLIENT EXPERIENCE
- The Stylist will be an expert at all client experiences and ensuring the styling department is delivering them at the ‘Four Seasons Level’ to get our clients their style goals.
- You’ll be a go-to ambassador for Next Level Wardrobe to your team. You’ll model superior customer service, providing a warm and welcoming environment for every customer that we work with in person or virtually. You make all our clients feel seen, heard and special and teach/expect your team how to do the same.
- You’ll always be improving the current client experience to make it even better; via brainstorms, conversations with the team, feedback from clients. You’re always looking for ways to make the services extra special and memorable for our clients to get them to come back to work with us.
- You have your finger on the pulse for what clients like, want, and how we can make the services better/more efficient. You keep your eye on the prize when it comes to revenue goals and are thinking of how to make current services more efficient as well as opportunities to expand into new services to offer to clients.
- Manage and drive to completion all styling experiences within Next Level Wardrobe:
- You’ll be responsible for driving and growing the in person styling experiences for Next Level Wardrobe in our biggest market, the East Coast. You’ll be the main stylist for in person experiences and use your styling team to deliver exceptional results for our clients.
- Virtual clients you’ll oversee as well. You’ll manage your team to ensure they’re operating at the customer service level we’re known for, delivering A+ results and meeting deliverables on time. You’ll respond to all client inquiries/emails/texts in 24 business hours.
BRAND AMBASSADOR
- You’ll routinely meet with clients in person to build in person relationships. Taking them out to coffee, getting to know them and networking with them to keep top of mind and drive returning business.
- Demonstrate expertise in all things Next Level Wardrobe; our mission statement, values and target audience- why we do what we do.
- You’ll meet with potential and existing vendors that we can add to our network- tell them about NLW and how we’re looking to partner with them.
- You’re an expert at the NYC market and fashion industry.
- Every quarter you’ll regularly visit stores, seeing products in person, meeting store staff and presenting findings to Styling Team sharing what stood out to you that would be useful to the client experience.
- You keep up to date with social media, read magazines and keep on top of the news within the fashion industry.
- You’re a consistent figure on social platforms and represent NLW well.
- You have industry knowledge of alterations, garment styles, brands, fits and educate clients in every interaction with them. You’re proactively seeking out product and brand knowledge to become a better stylist and educator.
Benefits offered
- Dental, Medical, Vision
- HSA
- 401k with company % match
- Company Credit Card
- Work Virtually and In Person in NYC
- Generous PTO + Paid Holidays, Bereavement Leave
- Generous performance based, uncapped bonus potential based KPIs that will be determined by CEO
Competencies
- Must have 3-5 years of related experience
- Strong analytical and problem solving skills
- Proficient at working independently with little supervision after training
- Must be able to adapt to changing priorities and be comfortable
Expectations
- You will provide each client with the highest level of service and attention throughout their style journey. You will respond to any emails or texts that they send in 24 business hours.
- You are empathetic, a listener, curious about our clients and make them feel special and comfortable.
- You will keep clients moving throughout their journey.
- You will educate them about their personal style plan. Teaching them the steps to great style.
- You will deeply understand ‘The NLW Styling System’ and NLW’s styling philosophies. You will even use them yourself.
- You will partner with the CEO to keep her updated on all client journeys, successes, risks and bring ideas to the table of how we can improve services.
Job Type: Full-time
Pay: From $70,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Shift:
Work Location: Hybrid remote in New York, NY 10013
