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, etc.
Working with TOSHI is an amazing experience. I work every day with the most luxurious brands in the world, and the feedback from our customers has been super positive
It’s great to be part of a team that has helped many brands, especially small ones, survive during the pandemic
TOSHI is providing solutions that are genuinely redefining retail - it’s challenging but fulfilling to build something that no one else is doing. We are building the future
Customers love what we do - it’s so convenient for them to try things at home, and we handle all their returns!
Join the fashion tech start up that is redefining the world of customer service - Winner of the 2022 LVMH Innovation Award, the company British Vogue called “The Deliveroo of Fashion” (July 2020), listed in Bloomberg Business’ 50 Ones To Watch, in BusinessCloud’s 100 ECommerce Trailblazers, in Country & Townhouse’s Great British Brands, etc.
TOSHI is a luxury last mile delivery provider that partners with the world’s best brands to bring the dressing room experience directly to the client, at home and on-demand. Our network of trained Assistants will bring the client the items they want, within 60 mins delivery slots, at a time scheduled by the client. 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 for the client and brand.
TOSHI currently has offices in London and New York and will open our Los Angeles office in March 2023. This candidate will play a fundamental role in the launch, and ongoing success of the Los Angeles office.
The Role
TOSHI is launching its operations in Los Angeles. The role of the Senior Experience & Operations Manager (LA) will be to oversee day to day operations and customer experience in Los Angeles. This will include scheduling the TOSHI Assistants, ensuring successful fulfilment of orders; answering brand / customer queries, supporting our Assistant Network, working with and managing our 3PL partner, working with our partner brands to ensure a premium service on their behalf and partnering with internal stakeholders to contribute to, and implement a robust training program in LA. This role requires someone who is operationally minded, comfortable with data and with a strong eye for detail, as well as excellent personal skills and a passion for superb customer service.
The role will report into the Chief Operating Officer and will work closely with the Commercial team for some specific functions.
Responsibilities
1) Operations
- Oversee successful fulfilment of orders from booking to completion, working closely with TOSHI Assistants via our allocation systems and Assistant App.
- Set up and optimisation of Experience and Operations team processes and procedures.
- 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.
- Manage customer enquiries to ensure a luxury experience.
- Lead the recruitment of the LA TOSHI Assistant Team
- Work closely with our team of Experience and Operations Managers in London and New York to share best practice and local experience to ensure TOSHI operations are always robust.
- Work with and manage our 3PL partner in LA.
2) Training
- Support the TOSHI Experience Assistant Program. Work with our Training and Development Manager to facilitate a smooth pipeline, onboarding and training of LA-based Assistants and providing regular performance feedback to improve service levels across the network.
- Ensure best in class performance in our TEA network through constant monitoring and upskilling.
- Ensure that training materials are customised for the local market, where appropriate.
3) Brand
- Partner with our Commercial team to drive acquisition and growth of LA-based brands.
- Support store onboarding process with additional training, relationship management, business growth, etc.
- Support Brand team in exploring new business opportunities, across categories.
Join the fashion tech startup that is redefining the world of customer service - listed in Bloomberg Business’ 50 Ones To Watch, in BusinessCloud’s 100 ECommerce Trailblazers, in Country & Townhouse’s Great British Brands etc.
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 or distribution centre thereby 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.
Luxury delivery service - drivers wanted to provide elevated customer experience for luxury brands - in New York City
The Role
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, and on behalf of our luxury brand partners. The Luxury Delivery Assistant - Driver provides an elevated customer experience in each and every 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, well groomed and dressed (TOSHI requires standard uniform) who go above and beyond expectations to provide a luxury delivery experience.
Overview
Our 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 makes sure the products arrive at their destination on time, in perfect condition and ensures complete customer satisfaction.
Other duties and responsibilities for this position include:
Looking for:
TOSHI is scaling its operations in New York. We are looking to build our network of assistants. This role will require someone who is customer service obsessed, tech savvy (so they can use our app) and is flexible in terms of working hours.
You will be joining the company at a critical time as TOSHI scales quickly to meet increasing demand for home delivery services, as a result of the Covid-19 pandemic.
> Collection and delivery of orders (using our app) between our brand partners and the customer (today we operate in Manhattan and Brooklyn) via public transport or car
> Take payment if required at the customer’s location for any unpaid items
> Customer service centric, seeking to make every customer a repeat user and promoter of the TOSHI service through a memorable customer experience (you will be trained by the TOSHI team)
> Offer styling advice to the customer, if required
> Provide consistent qualitative and quantitative feedback about the experience to TOSHI to anonymously feedback to the brand
> Trained and educated on the brand themselves, latest collection and operations
> 2+ years in luxury retail, preferably in both womenswear and menswear
> Completely customer-centric, ambassadors of the TOSHI brand in everything you do
> Experience in styling looks and accessories
> Enjoy clienteling and able to exceed customer expectations
> Highly interested in luxury / fashion environment
> Flexible working days / hours
> Excellent work ethic, be punctual and personable
> Tech savvy so that can use our app and respect our operational workflow
> Neat and well-groomed appearance
> Advanced alteration / fitting & pinning knowledge is a major plus
> English language fluency, additional languages are a plus
> Eligibility to work in the US
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.
> Ruby on Rails
> React, Typescript, MobX
> Heroku, AWS
> PostgreSQL, Redis
> Rspec, Capybara, Jest, Enzyme
> 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.
We are creating a network of freelance retail workers and stylists, empowered by technology, to support brands and deliver a scalable, luxury at-door customer service.
The luxury retail sector is experiencing significant change - with our deep sector knowledge and technical background, we are well-positioned to take advantage of this as we execute our ambitious plans.
> Responsible for delivering orders from the most established designers' boutiques based in Central London directly to the client's door
> Providing an excellent level of personalised services including Wait & Try, Size Up / Size Down, Inspire me and Basic Fittings
> Ensure customer satisfaction through elevated customer service
> Provide customer feedback
> Build and strengthen relationships with customers
> Previous luxury / fashion retail experience required, preferably with both womenswear and menswear
> Exceptional customer service skills and the ability to exceed expectations for a demanding client base
> Interest in luxury fashion
> Flexible availability
> Excellent work ethic
> Flexible attitude and ability to use own initiative and solve problems quickly and efficiently
> Motivated, hardworking and organised
> Trustworthy and responsible
> Neat and well-groomed appearance
> The ability to engage with different nationalities and personalities
> Ambitious and driven, strong desire to learn more about the luxury fashion retail world and apply these new outcomes on a daily basis
> English language proficiency, eligible to work in the UK, must have a smart phone.