Net-a-Porter CEO Revamped Operations After April 2025 Lead
The luxury retailer boosted U.S. revenue by 13% by refining logistics and deepening customer feedback loops.
Updated on Sept. 21, 2026 in Retail
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Since taking over as CEO in April 2025, Heather Kaminetsky overhauled retail operations at Net-a-Porter by integrating direct client feedback into the service model. This strategy contributed to a 4.3% year-over-year revenue increase for the quarter ended June 30, 2026.
Why it matters
Kaminetsky targeted lapsed customers to drive growth, resulting in a 9% rise in average order value to $1,016. The shift demonstrates how luxury operators can leverage high-touch feedback loops to boost engagement among their most valuable segments.
Net-a-Porter reported revenue growth of 4.3% year-over-year in the quarter ended June 30, 2026, alongside a 13% surge in U.S. revenue. The average order value reached $1,016, a 9% increase over the prior 12-month period.
The players
Heather Kaminetsky
The CEO of Net-a-Porter who previously served as the company's vice president of marketing starting in 2013.
Net-a-Porter
A global luxury e-commerce retailer known for its high-end inventory and premium customer service standards.
The details
Operational changes included mandating uniforms for delivery drivers and including return labels in every order to eliminate printing requirements for customers. Kaminetsky facilitated this by conducting direct email outreach to top-tier shoppers and hosting in-person fireside conversations to bridge the gap between staff and clientele. Same-day delivery was also expanded to the Jersey Shore, complementing existing services in the Hamptons.
Timeline
Kaminetsky joined the company as vice president of marketing in October 2013.
The CEO appointment of Heather Kaminetsky occurred in April 2025.
The quarterly financial period concluded on June 30, 2026.
Market Landscape
This move reflects a broader industry trend where retailers prioritize customer retention to stabilize growth as acquisition costs rise. Net-a-Porter's approach mirrors a shift toward hyper-personalized feedback loops to ensure high-value shoppers remain active.
Operators should evaluate whether manual, high-touch feedback sessions with top clients can identify low-cost operational friction points. Streamlining logistics, such as simplifying returns, can directly support an increase in average order value.
The takeaway
Direct feedback loops between leadership and top customers can uncover simple operational fixes that drive significant revenue. Tracking the ratio of average order value growth against service-level changes provides a clear metric for the success of these retention efforts.
Further reading
For more on industry shifts in client relations, see the Retail section.
Source note: This article includes information reported by Entrepreneur.
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