Senior Sales & Service Ambassador - Women's Ready-to-Wear

Full job description
Key Responsibilities

1. Sales & Service
Contribution to turnover of store through active selling.
Demonstrate warmth and patience in all dealings with our customers, always displaying a ‘can-do’ attitude.
Develop your knowledge of the after sales support processes.
Be proactive yourself in familiarising yourself with merchandise to enhance product knowledge and be confident in selling all metiers.
Be aware of commercial objectives and goals on a larger scale.
Provide qualitative feedback on the product and service to the store management and merchandising teams.
Deliver an outstanding service to clients.

2. Support
Support new comers and become a ‘Go to person’ in the store.
Exceed in your area of additional responsibilities (e.g.) ambassador for VM/CRM/ training/digital.
Participate in the morning brief.
Take full responsibility of cycle count results within your metier and come up with solutions to enhance and improve.
Support with buying on adhoc basis.
Start building communication with key people external to the store

3. Client
Ensure strong and professional customer communication during selling ceremony and in after sales.
Consistently accurate CRM capture and recording of client data.
Hold an exemplary solid, active and local client base.
Alongside the management, look after client special orders and ensure thorough communication with client and colleagues throughout the process.

4. Commercial Acumen
Provide service related updates in daily briefs.
Set and train on VM related standards in liaison with VM team.
Support VM team and store management in making commercial decisions related to in store VM.
Maintain and develop mix of own metier.
Work in line with store and company commercial objectives.
Support in management of high value/demand products.

5. Standards
Active participation in various store communications.
Demonstrate excellent communication skills – both verbal or written.
Maintain store standards and become familiar with daily procedures.
Ensure merchandise is handled with care and consideration.
Adherence and upholding of House procedures
Maintain and uphold VM standards
Be fully aware of stock levels within your metier and ensure timely
replenishment and organisation.

6. Training
Successfully participate in and complete any training provided.
Identify service related training needs in store.
Support in in-house training (i.e.) H Immersion.

KPI’s

Service

Meet ACE index score >80%
Support in the conversion rate for the store
Measurable Targets

Sales
Units sold
Average transaction
Cross selling
UPT
Hpad usage
Client creation
Pre selling
Reservation
Client Development
Support the repurchase rate for the store
Demonstrate proactivity in client development (own client list)

Competencies
Demonstrate good team spirit in the workplace and act as a team player.
Show warmth, empathy, and confidence in decisions making
especially with objections
Stays calm and under pressure whilst also being adaptable and versatile
Act as a true ambassador of the House
Hold a high level of personal standards and take initiative where necessary
Have an ability to challenge and constructively question the norm
Show resilience and composure
Show dependability (e.g.) in stock takes, VM changes etc.
Problem solving capabilities
Inspire and motivate through attitude and actions
Lead by example in demonstrating exceptional service standards – actively showing warmth, generosity and simplicity in client interactions to contribute to sales and service in store
Entrepreneurial skills
Influential skills

** Job responsibilities and functions are not limited to the above. We as Hermès employees must always ensure that all functions of our position are represented with the highest level of professionalism.