Sales and Customer Care Trainer @NET-A-PORTER in Charlton Kings

About NET‑A‑PORTER Founded in 2000, NET‑A‑PORTER was the first digital platform in luxury fashion, revolutionising the way women shop. Today, NET‑A‑PORTER continues to lead in discovery, inspiration and service, delivering fashion, fine jewellery & watches and lifestyle collections to the world’s most discerning women. NET‑A‑PORTER creates exclusive, personalised experiences for its EIPs (Extremely Important People) with dedicated Personal Shoppers and invitation-only moments. PORTER, the editorial voice of NET‑A‑PORTER, entertains and inspires women through daily content, and tells the stories of incredible women across the globe. In 2025, NET‑A‑PORTER was acquired by LuxExperience, the leading digital, multi‑brand luxury group. Under a new leadership team, NET‑A‑PORTER redefines luxury fashion through exceptional curation, compelling customer service and engaging storytelling. Our global Operations team enables worldwide shipping to more than 180 countries, including same‑day delivery to New York, London and Milan, while providing a seamless shopping experience across mobile, tablet and desktop, with easy returns.

The Sales and Customer Care Training team is seeking a talented Trainer to join our offices in Charlton, South East London. Reporting to the Sales & Customer Care Training and Quality Manager, you will play a key role in training new starters, customer care staff and supporting continuous improvement across the customer experience.

Competitive Salary & Benefits

• Performance bonus schemes dependant on the type of role you are in
• A pension that both you and the company contribute to
• A portal with an array of discounts on things such as theme parks, cinema tickets and more
• Our famous staff discount and exclusive staff sales
• Private healthcare for you and your family
• Flexible working
• A chance to be part of a fun and caring team that supports one another

Key Responsibilities

• Deliver training solutions in a variety of styles: classroom, workshops, coaching, facilitation, written training materials and role plays.
• Present with knowledge, confidence and professional delivery.
• Focus on new starter inductions, customer care communication, inventory platforms and service excellence.
• Create training solutions in response to commercial needs and aligned with the training department strategy.
• Maintain commercial awareness of Customer Care KPIs and continuously evaluate the ROI of training initiatives.
• Identify and share new training ideas with the CC Training Manager and Training Team.
• Develop and maintain successful relationships with key stakeholders.
• Act as a go‑to person for urgent or ad‑hoc training needs.
• Use initiative to stay up to date with business and industry developments.
• Partner with the Customer Care Leads Team to add value and propose solutions that improve the customer experience.
• Work flexible shift patterns, including weekends, to match business needs.
• Travel to other locations as required to deliver training programmes.

Desired Profile

• Analytical thinker with strong logical decision‑making skills.
• Thrives under pressure and meets deadlines with strict time management.
• Phenomenal communicator with engaging presentation and public‑speaking skills.
• Creative presenter who can deliver concepts in an innovative and memorable way.
• Success‑focused problem solver who can overcome obstacles to achieve goals.
• Leads by example, promotes YNAP values and business priorities, applying discretion where required.
• Customer champion who puts the customer first and encourages others to do the same.
• Experience in training or management, with a passion for coaching and developing people.

From the moment you join LuxExperience Group we are committed to making your journey with us inspirational and evolutionary. If you are passionate, committed and thrive in a collaborative and fast‑paced environment, please apply with a CV.

Equal Opportunity Statement

LuxExperience Group is an equal opportunities employer. We encourage people with a diverse range of backgrounds to apply. We celebrate the benefits that diversity brings to our workplace, our business and our customers. We welcome and consider all applications regardless of race and nationality, religion, colour, sex, pregnancy or related medical conditions, parental status, sexual orientation, gender identity, gender expression, age, status as an individual with a disability or any other legally protected characteristics. If you require any reasonable adjustments to complete your application, please do not hesitate to advise us accordingly.