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VIP Client Services Assistant

Listing ID: 1271592

VIP Client Services Assistant

Type of Position: Permanent Position
Company / Organisation / Artist Name: Dover Street Market
Location: Central London, London, UK
Hours: Full Time
Experience: 2 to 5 years
Reporting To: VIP Sales Executive
Twitter Handle: @
Deadline: Ongoing
Ad Expires In: 4 weeks 1 day
About: The original Dover Street Market was first opened in Mayfair in 2004. Since then six other Dover Street Market stores have opened: Ginza (Tokyo), New York, Singapore, Beijing, Los Angeles and most recently Dover Street Parfums Market in Paris.

This is an exciting opportunity has arisen for a super-efficient, flexible, resilient and proactive Client Services Assistant to support our dynamic VIP Sales Executives as part of our successful and growing VIP Sales Department.

This role is primarily based over a Monday to Friday rota system, with some ad hoc flexibility for weekend support as required, dependent upon the clients’ needs.

This role would suit someone who thrives in a fast-paced, agile environment and has exceptional organisational skills with strong attention to detail.

Key Objectives:

  • Managing relationships and offering the best customer service to all DSM Asian VIP clients
  • Supporting the ongoing development of the Asian Market
  • Creation and subsequent retention of new clients both local and internationally
  • Setting the standard of the very best customer service levels at all times
  • Achievement of key financial targets

Key Responsibilities include but are not limited to

Customer Service and Sales:

  • Ensuring exceptional levels of customer service at all times.
  • Managing enquiries, comments, direct messages and communicating with customers on Asian Social Media Platforms.
  • Content creation for the Asian Market.
  • Work in close partnership with the rest of the team in store to ensure a coordinated approach for our market
  • Organising styling sessions and assisting with product photography exclusively for WeChat and Little Red Book.
  • Creating and running our company WeChat and Little Red Book accounts and collaborating with other members within the VIP team to bring new clients into the business and distribute them.
  • Adhering to the DSM Standard for Social Media images, postings, and styling sets.
  • Offering a personalised shopping and styling experience to our VIP Asian clients
  • Planning VIP events for the Asian market.
  • Act as main point of contact for general Asian VIP enquiries.
  • Confidently manage the customer database and forecasting future purchasing trends based on current purchasing history.
  • Dealing with a wide range of customers, ranging from stylists and personal shoppers, to tourists, students, walk ins as well as other fashion organisations, VIP clients etc.
  • Ensure product is transferred promptly as required.
  • Communication of key launches and adherence to process in driving launches with VIP group.
  • Keeping up to date with all current fashion trends and advising customers accordingly on stock availability at DSM
  • Understanding up to date Asian fashion trends
  • Maintaining a Customer book of key customers and VIP’s specialising in the Asian Market.
  • Maintaining My Floor, My Shop standards every day. Embodying DSM Values and acting as Brand Ambassador for the store at all times.

Support to Senior Sales Team:

  • Provide support to the Senior Sales Team before, during and after sales transactions specific to Asian VIP clients including:
  • Regular communication with Asian VIP clients maintaining a good rapport and professional tone at all times.
  • Scheduling of appointments.
  • Supporting and facilitating the sales process on the shop floor.
  • Timely packing and despatch of all stock once sold ensuring safe receipt by the client and appropriate follow-up.
  • Correct processing of all approvals, overseeing the entire process from beginning to end.
  • Book all couriers, shipments and returns in communication with the DSML Concierge Team and keeping the clients fully updated throughout.
  • Oversee all overseas clients mail orders; understanding of shipping to Asia - exotic skins and cites management
  • Photographing of new items and sending of presentations / product images and information in a professional manner via e-mail.
  • Maintaining product image database and look books
  • Keep the database of client details updated and correct as well as record all key dates such as birthdays, anniversaries and religious holidays on file for all Asian VIP clients.

Skills / Knowledge:

  • Retail sales and expertise within a luxury business.
  • Specific understanding of the Comme des Garcons Fashion House, aesthetic, consumer and sub-brands.
  • Comprehensive understanding of all collections and stock availability at DSM.
  • Client book of potential New Business for DSM.
  • Strong communication skills, both written and verbal.
  • Multi-disciplined, multi-tasker.
  • Tech savvy - able to maximise both digital and physical experiences. In particular Whats App and We Chat platforms.
  • Multi-tasking to suit client needs and work in an organised clear manner.
  • Competent using Microsoft Office Suite including Microsoft Excel.
  • Experience of iPhoto / Dropbox etc.
  • Extensive knowledge of Retail Pro.


  • A highly motivated and competent individual able to converse with all levels both internally and externally.
  • A total self-starter able to set the standard by their own professionalism and attitude.
  • Must be energetic, self-motivated and self-organized. Flexible with working hours to ensure absolute client satisfaction.
  • Highly organised with a strong attention to detail.
  • Proactive, able to multi task and prioritise effectively within a high pressure and superfast paced environment.
  • Ability to identify problems and implement appropriate solutions promptly.

What We Offer:

  • 20 days holiday plus Bank Holidays, increasing with each year of service up to 5 additional days 
  • A generous Clothing Allowance 
  • Up to 60% Employee Discount 
  • Access to RetailTrust, our Employee Assistant Programme 
  • Free extended access to Headspace for mindfulness and meditation
  • 24/7 Access to our VirtualGP service 
  • Cyclescheme and Eyecare Vouchers

Equal Opportunity 

The diversity of our workforce is what makes us unique, creative and connected.

As an equal opportunity employer, we work hard to ensure that candidates and employees are treated fairly. We do not tolerate discrimination of any kind. We welcome people from all courses of life - age, race, gender, sexuality, disability, and more - and strive to make everyone feel like they belong.

We review our recruitment selection criteria, hiring processes and onboarding often. The goal is to be as diverse and inclusive as possible.

Put simply: we welcome everybody, respect everyone's stories, and celebrate our differences.

Application Form

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