TOSHI Experience and Operations Associate London, UK

British Vogue called TOSHI “The Deliveroo of Fashion” (July 2020) and we are listed in Bloomberg Business’ 50 Ones To Watch, in BusinessCloud’s 100 ECommerce Trailblazers, in Country & Townhouse’s Great British Brands. Join the fashion tech start-up that is redefining the world of retail and customer service.

TOSHI is the winner of the LVMH 2022 Innovation award and the leading hyper-local last mile provider for the world’s leading brands. Scheduled delivery is the new normal and TOSHI enables retailers to offer customers the convenience of nominated day delivery with 1-hour time slots. In addition, we offer the optionality of retailers including at-home services like Wait and Try and Try Before You Buy. While at the client’s home, our Assistant can wait whilst the client tries the items on, and return any unwanted items back to the store – providing hassle-free shopping and instant returns for the client and brand.

TOSHI currently has offices in London, New York and Los Angeles with plans to expand into additional cities in 2023.

The Role

We are seeking an experienced and motivated sales representative to join our growing sales team. The successful candidate will be a driven and results-oriented individual with a proven track record in B2B sales, particularly in the logistics, courier or ecommerce carrier management industry. The ideal candidate will bring extensive experience and relationships with ecommerce retail customers and a passion for building long-lasting relationships with clients.

Responsibilities

• Identify new business opportunities and negotiate sales deals with brands.
• Develop and maintain relationships with new and existing retail brands within the TOSHI portfolio.
• Achieve sales targets and KPIs.
• Collaborate with cross-functional teams to ensure seamless delivery of products and services to customers.
• Feed market intelligence into the Strategy & Planning team to assist with product development.

Requirements

• Bachelor’s degree in business, sales, marketing, or a related field.
• 5+ years of experience in B2B sales, with a strong background in logistics, courier or ecommerce carrier management.
• Proven track record of meeting and exceeding sales targets.
• Strong networking and relationship-building skills.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Ability to think creatively and outside the box to develop new business opportunities.

We are an equal opportunity employer and value diversity.

The Role – Luxury Delivery Assistant (Driver)

TOSHI is scaling its operations in New York. We are looking to quickly build our network of Luxury Delivery Assistants – Drivers. This role will require someone who is interested in expanding beyond the standard driver role, and believes in delivering great customer service to luxury clients, on behalf of our luxury brand partners. The Luxury Delivery Assistant – Driver provides an elevated customer experience in each client interaction.

You will be joining the company at a critical time as TOSHI scales quickly to meet increasing demand for home delivery services. We are looking for candidates who are confident, speak fluent English, are well groomed and dressed (TOSHI requires standard uniform) and go above and beyond expectations to provide a luxury delivery experience.

Overview

The TOSHI Luxury Delivery Assistant – Driver is responsible for collecting luxury products from our warehouse or brand store, transporting them to our brand partners’ clients location and, most importantly, delivering excellent customer service to the client. Primary duties include picking up parcels, delivering orders to clients on predetermined routes, and providing a white glove concierge delivery, including customer interaction, upon completion.

The TOSHI Luxury Delivery Assistant – Driver ensures the products arrive on time, in perfect condition and guarantees complete customer satisfaction.

Other duties and responsibilities for this position include:

• Packing, loading and unloading delivery vans for daily deliveries.
• Delivering parcels of luxury goods to clients on designated routes.
• Maintaining regular communication with route dispatchers.
• Placing parcel in brand’s shopping bag for final delivery.
• Reviewing deliveries with recipients to ensure they are accurate.
• Obtaining proof of delivery from customers.
• Cleaning and servicing van for the next delivery.

Looking for:

• Excellent experience in customer service – preference in background as a chauffeur or in retail, customer service, hospitality industries.
• Valid driver’s license with an unblemished driving record – no drug/drink/insurance bans on record.
• Ambassadors of the TOSHI brand in everything you do.
• Enjoy exceeding customer expectations.
• Interest in luxury and fashion environment.
• Detail-oriented.
• Excellent work ethic, be punctual and personable.
• Neat, well-groomed, presentable appearance.
• Clean criminal record.
• English language fluency, additional languages are a plus.
• Eligibility to work in the US.

Senior Software Engineer

TOSHI’s tech team is a collaborative team who make and own all technical decisions together. All members of the team are full-stack and we would be looking to continue this with our next key hire.

Responsibilities

• Work as part of a full stack engineering team to develop solutions to ensure optimal experiences for our customers, TOSHI assistants, and brand partners.
• Utilise a variety of technologies to build scalable products.
• Take part in key decisions related to how we undertake new projects.
• Mentor and help grow a fantastic engineering team.

The Role

We are looking for an exceptional Experience & Operations Manager / Associate who will oversee day to day operations and customer experience in London. This will include overseeing scheduling, booking and fulfilment of orders, answering customer queries, supporting our Assistant Network, working with and managing our 3PL partner, and working with our brand partners to provide a premium service on their behalf. This role requires someone who is operationally minded, calm in a fast-paced environment, comfortable multi-tasking with a strong eye for detail, as well as excellent personal skills and a passion for superb customer service.

You will be joining the company at a critical time as TOSHI scales quickly to meet increasing demand for home delivery services.

Responsibilities

• Oversee successful fulfilment of orders from booking to completion, working closely with TOSHI Assistants throughout via our allocation system and Assistant App.
• First response to our Luxury brand partners – troubleshoot issues as they arise from our assistants & stores.
• Manage customer inquiries – manage services, new bookings and adjust deliveries to provide the perfect TOSHI experience to all clients.
• Optimize 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 the Assistant team by attending customer appointments, if needed.
• Work closely with our team of Experience & Operations Managers in New York & LA to share best practice and local experience to ensure TOSHI operations are always robust.

Looking for

• Experience in a fast-paced customer service or operations management.
• Exceptional customer service skills and the ability to exceed expectations for a demanding luxury client base.
• Tech savvy and willingness to test and provide feedback on a fast-evolving technology stack.
• Strong execution skills and proven track record thereof.
• Strong networking and relationship-building skills.
• Highly numeric and data-driven thought process.
• Availability to work flexible hours (including weekends and evenings).
• English language proficiency, eligibility to work in the UK.

Competitive salary from £13.00 per hour. Fast paced and fun work environment. Informal, startup culture. Full time position. Company pension as benefit. Work location is in-person.

Diversity & Inclusion Statement

TOSHI is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, gender, gender identity or expression, sexual orientation, national origin, disability, or age.