Job description
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.
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
- Guarantee the correct application of the STELLA customer experience (Selling Ceremonies) by using effectively the selling techniques to maximize sales
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 transfer request procedure ensure a sense of urgency in the store for immediate reactivity to stock issues and seasonal returns
- Replenish stock and maintain high standards of merchandise and product presentation
- Cooperate in maintaining stockroom standards & stockroom activity when necessary
Requirements:
- Previous experience of a similar role (minimum of 2 years), within a luxury brand
- Experience in a customer service role with face-to-face customer contact
- Ability to adapt to frequent change and a high-pressure environment
- Motivated by being a great teammate with a common goal
- Strong Clienteling skills and experience
- Fluent in Italian and English
We welcome people with disabilities and endeavour to make reasonable adjustments, if you do require such adjustments please let us know within 48 hours of your interview.
At Stella McCartney, we like to be bold. For us this means challenging ourselves and the wider industry in which we operate. As part of our commitments to inclusive fashion, we have an ambitious strategy to put diversity, equity and inclusion at the centre of everything we do. Our starting point is to create a workplace where different voices are respected, heard and empowered in equal measure regardless of factors such as culture and backgrounds, and to influence and disrupt fashion and other industries by providing opportunities for global diverse talent to shine.
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