Experience & Operations Manager, TOSHI

$45-65k

Junior and Mid level

New York

Bringing the in-store experience to your location on demand

Job no longer available

Bringing the in-store experience to your location on demand

21-100 employees

RetailB2BLifestyleLogisticsFashion

Job no longer available

$45-65k

Junior and Mid level

New York

21-100 employees

RetailB2BLifestyleLogisticsFashion

Company mission

TOSHI is looking to transform the online shopping experience by offering a pioneering service, where an experienced Personal Fashion Assistant brings a customer’s choice of high-end fashion directly to them, at their convenience, in the comfort of their own home.

Job

Company

Role

Who you are

1-2+ years experience in customer service or operations management
Highly numeric and data driven thought process
Exceptional customer service skills and the ability to exceed expectations for a demanding client base
Tech savvy and willingness to test and feedback on a fast-evolving technology stack (you’re also comfortable working with multiple tools an systems and will help us streamline systems and workflows over time)
Strong Excel and data analysis skills
Availability to work flexible hours (this is usually working 1 weekend day each week, for which you will be given time off in-lieu during the week)
Interest in luxury fashion and strong desire to learn more about the luxury fashion retail world and apply this new knowledge on a daily basis
Positive attitude and ability to use own initiative to solve problems quickly and efficiently
The ability to engage with different nationalities and personalities
English language proficiency, eligibility to work in the US

What the job involves

Oversee successful fulfillment of orders from booking to completion, working closely with TOSHI Assistants throughout via our allocation system and Assistant App
Optimization of Experience & Operations team processes and procedures as they stand today
Work with our product and technology teams and COO to help build new tools and features for the TOSHI system by providing data-driven feedback, bug reporting, and new feature requests
Support with the TOSHI Assistant Program. Working with our Network Training Lead to facilitate performance feedback to improve service levels across the network
Manage customer inquiries to ensure a luxury experience
Support the Assistant team by attending customer appointments, if needed
Work closely with our team of Experience & Operations Managers in London & New York. You will report to the Senior Experience & Operations Manager in New York

Our take

Toshi have been called "the luxury fashion equivalent of Deliveroo," and it's easy to see why. They bring all the perks of the in-store shopping experience to the customer's doorstep including Wait and Try, Size Up / Size Down, Try Before You Buy, Inspire Me and Pinning and Fitting.

Unlike Deliveroo, Toshi sells its service to brands, rather than customers. The company provide brands with a free local concierge service, taking care of all logistics concerning delivery and returns. Brands working with Toshi have seen increases in average order values, 30% reduction in returns and 30% uplifts in retail revenue.

On its executive team, Sojin Lee and Paul O'Regan boast over 3 decades of experience in the luxury fashion industry. With them at the helm, Toshi looks well positioned to flourish.

Toshi is currently available in New York and London, through over 30 high-end partner brand websites and retail stores. Toshi is looking to expand to new partners, new consumers and new georgraphical markets in the near future, and will need to expand its team to do so.

Kirsty

Company Specialist at Welcome to the Jungle

Insights

Led by a woman

17% employee growth in 12 months

Glassdoor (2.5)

Company

Company benefits

A competitive salary with annual reviews, weekly 1:1s, and well established career progression
A relaxed, inclusive, and collaborative place to work

Company HQ

Mayfair, London, UK

Leadership

Sojin Lee

(CEO)

Fashion-tech entrepreneur Sojin Lee was one of the founding employees at Net-a-Porter. She then went on to launch fashion and entertainment website Fashionair.com, before launching Toshi in 2017

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