Job Mission

Execute the Business strategy by leading the team to the continuous development of client engagement and connection.

Ensure his budget and targets achievement through the team. Drive strategic performance KPIs.

Role & Responsibilities

Client Centric Activities

• Responsible for client experience in-store, rigorously offering an exceptional Client Experience by ensuring excellent Client Journey standards.

• Coach team to exploit every chance to connect and convert, retain first-timer and reactivate lost clients; constantly up-to-date regarding store sales progress and positively communicate it to Staff. 

• Assist the Store Manager in assigning quantitative and qualitative objectives and verifying they are achieved.

• Ensure the proper execution of CRM activities for the achievement of retention, upgrading and prospect conversion targets.

• Ensure continous progress on performance KPIs as assigned.

• Ensure the inclusion of digital tools and assets in the client journey and in the clienteling routine and foster sales in partnership.

• Listen and consider feedback of customers by highlighting all relevant information to the Store Manager and HQ.

• Assist sales Staff or personally manages VIP and Top Spender Clients.

• Manages all delicate situations regarding sales activities or after sales (boutique returns, end-of-season, customer returns, repairs, complaints). 

Team Coaching

• Build the best team through talents recruitment and retention, ensuring career development and succession plans 

·        Continuously assess the team skills and coach them on the pillars of the brand's Couture Centric organization.

·        Continuously focus sales associates from transactions to relationship

building emphasizing:

–        sales 

–        proactive engagement

–        conversation and emotional closeness (on a human-to-human level)

–        belonging to the company and believing in the brand story and mission

–        boosting distant sales engagement

–        upskill digitally sales Staff on digital clienteling tool

–        empathy and next-level consultative techniques - looking and listening to what clients want to boost cross- and up-selling

• Conduct effective monthly touch bases with associates to review performance and provide constructive, timely feedback.

·        Reflect the corporate image in terms of standing and ensure that the Staff is aware of these standards.

• Promote a positive and professional team environment that fosters trust, integrity and superior performance standards, product handling standards, and leading by example.

·        Ensure the appropriate onboarding of new hires

·        Liaise with the Store Manager/Director and other Team Managers, if any, in order to allocate duties and responsibilities to Sales Associates and schedule shifts and partner with them for all employee relations issues to ensure effective resolution

·        Partner with the Store Manager and Human Resource Manager for all employee relations issues to ensure effective resolution

Ensure regular and effective cascading of company contents through morning briefings, products and CRM training, engaging animation of the store board, and delegating when necessary.

Product Handling:

• Perform the role in line with the policies and guidelines set by the headquarters in terms of the safety of both Personnel and products, store image and operations.

• Liaise with Stock Assistant/Stock Manager in order to guarantee stock provision and the proper mix.

• Guarantee all the necessary measures for the safety of valuable products, materials and furnishings in both the sales floor and stockroom.

• Guarantee end-of-season returns and product transfers.

• Undertake regular stock checks as required and promptly transfers all information regarding stock to the team.

• Promptly highlight to the Store Manager information and needs regarding all products of the department in order to prevent any problems.

Store Operations: (*)

 Where an Ops HC is not present takes an active part in the execution of operational tasks (including shipping/receiving)

• Ensure administration and operations procedures are respected.

• Manage cash and payment systems and the safety of goods in accordance with Company procedures and policies.

(*) this part will be subject to changes after the Retail Excellence pilots with a specific focus on Operations activities and taking into considerations Flagship and Free Standing stores

Store Image:

• Ensure visual criteria and verify guidelines execution in store. Ensure order and cleaning of windows and internal display.

• Liaise with the In-Store Visual to plan display fittings; verify and report visual criteria effectiveness in terms of sales.

Key Competencies

Capable of being an agent of change with an impeccable colleague team player approach

Has effective management and coaching skills, is able to follow up on results, identify opportunities, motivate people to go beyond their comfort zone and go the extra mile

Communicate transparently and effectively

Very good understanding of performance KPIs and ability to implement an action plan to improve them

Has excellent product and storytelling knowledge