Overview
Working at Stella McCartney is a truly rewarding experience. As a luxury fashion company with a strong ethical standpoint we are leaders and innovators in our industry.
Scope :
Reporting to the Store Manager, he / she will act as front-line Ambassador, delivering a unique and true luxury experience to the Stella McCartney clientele in line with the Company standard Brand Strategy. Maximizes sales and establish long-term customer relationships, maintaining loyalty to both the store and the brand.
Responsibilities
Main responsibilities :
Sales Performance Achievement
* Acknowledge the individual objectives and contribute to the daily, monthly and annual achievement of store objectives
* Monitor individual performance through KPI’S on a daily, weekly and monthly One2One meeting following the Store Manager instruction and target set
* Learn from SM how to maximize business opportunity, and ensure them, being aware of the store’s turnover merchandise, stock availability and sell through results
* Ensure selling techniques are mastered on daily basis with a special focus on up selling and cross selling
Be part of the team
* Actively participate and execute all Training Program through all the available tools (Retail Portal), enhancing knowledge in brand values, sustainability, products, tailoring and company standards
* Playing an active role on the selling Floor in accordance to STELLA customer experience and provide feedback to the Store Manager to achieve the best quantitative and qualitative business results
* Participate in the recognition of team success and working together with all team members to meet the common goals and customer satisfaction
* Ensure personal image, appearance and behavior reflects the company values, showing enthusiasm, commitment and initiative to be the perfect leader by example
* Represent an ambassador of the brand, always maintain and promote proactive attitude, actively participating and cooperate with team, acting with pride
Clients Management
* Acknowledge of the competition and market price / positioning
* Proactively follow current fashion trends, industry news, technology, and key competitors in the market ensuring that clients are informed and aware
* Proactively consolidate and develop CRM activity and Client portfolio, proposing concrete action, maintaining and actively reviewing personal client book and database
* Proficient and accurate use of POS system and other software as required, updating customer database
* Follow-through with clients concerns, inquiries; maintain customer correspondence to build clientele and enhance relationships and drive business
* Assist with special requests, which include but are not limited to repairs, special orders, returns, etc.
* Ensure the STELLA customer is receiving a unique experience and satisfaction in line with company values and standard
* Accurately romance product features and benefits with a focus on sustainability topic
* Effectively communicate with clients to discover and manage client desire and overcome their expectation
* Demonstrate an active role on the selling floor through client engagement and ensuring highest level of in store experience is provided and mystery shop goals are met
* Ensure customer satisfaction resolving customer problems / complaints by suggesting optimal solutions
Operations maintenance
* Participate to the daily running of the store : guarantee the Visual Merchandising, quality of the window, counters and furniture presentation and maintain the cleanliness of the store
* Follow the visual merchandising guidelines in accordance to the VM corporate Dept ensuring the correct installation, product display and instore merchandising
* Contribute towards a safe working environment by reporting any maintenance or repairs required to management
* Comply with all company fire, health & safety regulations
* Support the Store Manager in operation excellence : stock delivery, replenishment, regular and year-end inventories, pricing and discount administrative duties (cashing up, inventories, etc.)
* Follow all store policies and procedures, and any other legal requirements
* May have responsibility for opening / closing the store as needed and adhere to loss prevention standards
* Monitor and replenishment of the stock and maintenance of presented products
* Guarantee effectiveness of returns, repairs and claims procedure
* Know the stock on a daily basis
* Keep stock info updated through regional input and morning meeting about existing and forthcoming stock
* Participate on managing deliveries (unpacking, re -shelving, storing stock)
* Follow store to store
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