19.11.2020

Sales & Service Watches and Jewellery Specialist - Harrods Femme

  • CDI
  • Royaume-Uni
  • London
  • Développement Commercial & Wholesales
  • Minimum 3 ans
  • Hermès GB

Société


<p>Hermès GB Limited is one of the many subsidiaries branching out from our Hermès International Headquarters in Paris. We operate with over 260 employees, from our Headquarters in London and across nine stores within our retail function in cities such as London, Dublin, Glasgow and Manchester.</p> <p><br />Hermès really is a truly wonderful place to work. Close relationships, humility and a thirst for team success make the company’s management style unique. Behind the drive for excellence is a spirit of goodwill in which personal achievement is for the benefit of the group’s progress, and where everyone shows commitment and passion, depth and lightness in all that they do.</p> <p><br />Learning and sharing, cultivating one’s curiosity and capacity to be amazed, innovating and never ceasing to push the boundaries of excellence are all crucial aspects of each individual’s development, and make up the company’s principle of continuous learning and passing down of knowledge.</p> <p><br />Our DNA is built up of People, Passion, Personality and of course, our wonderful Product.</p> <p><br />This is an exciting opportunity for any professional who is keen to be part of a close team within a dynamic and flourishing organisation.</p>

General Role


<p>Excel in customer service to all clients. Understand the strategy for your associated product category. Be a true ambassador of the house and a role model in the store. Support and guide Sales Assistant and Sales and Service Ambassadors in store with complex sales. Hold an established, loyal client base which is continuously developed. Demonstrate the core values, culture and show appreciation of the house.</p>

Main responsibilities


<p><strong>Sales & Service</strong></p> <ul> <li>Contribution to turnover of store through active selling.</li> <li>Demonstrate warmth and patience in all dealings with our customers, always displaying a ‘can-do’ attitude.</li> <li>Develop your knowledge of the after sales support processes.</li> <li>Be proactive yourself in familiarising yourself with merchandise to enhance product knowledge and be confident in selling all metiers.</li> <li>Be aware of commercial objectives, particularly around your metier on a larger scale.</li> <li>Provide qualitative feedback on the product and service to the store management and merchandising teams.</li> <li>Deliver an outstanding service to clients.<br /><strong></strong></li> </ul> <p><strong>Client</strong></p> <ul> <li>Ensure strong and professional customer communication during selling ceremony and in after sales.</li> <li>Consistently accurate CRM capture and recording of client data.</li> <li>Hold an exemplary solid, active and local client base.</li> <li>Alongside the management, look after client special orders and ensure thorough communication with client and colleagues throughout the process.<strong></strong></li> </ul> <p><strong>Metier Focus</strong></p> <ul> <li>Provide expert advice & knowledge on your metier to your clients and colleagues.</li> <li>Consistent communication with key stakeholders in head office, in relation to your metier.</li> <li>Establish and keep up VM related standards.</li> <li>Maintain and develop a thorough mix of own metier.</li> <li>Support in ‘KB’ Management whilst also supporting the entire store objectives by metier.</li> </ul> <p><strong>Support</strong></p> <ul> <li>Support with buying on adhoc basis.</li> <li>Start building communication with key people external to the store</li> <li>Support new comers and become a ‘Go to person’ in the store.</li> <li>Exceed in your additional responsibilities for your metier.</li> <li>Participate in the morning brief.</li> <li>Take full responsibility of cycle count results within your metier and come up with solutions to enhanceand improve.</li> </ul> <p><strong>Commercial Acumen</strong></p> <ul> <li>Gauge the trends amongst competitors for your metier.</li> <li>Support VM team and store management in making commercial decisions related to in store VM.</li> <li>Work in line with store and company commercial objectives</li> </ul> <p><strong>Standards</strong></p> <ul> <li>Active participation in various store communications.</li> <li>Demonstrate excellent communication skills – both verbal or written.</li> <li>Maintain store standards and become familiar with daily procedures.</li> <li>Ensure merchandise is handled with care and consideration.</li> <li>Adherence and upholding of House procedures.</li> <li>Maintain and uphold VM standards</li> <li>Be fully aware of stock levels within your metier and ensure timely replenishment and organisation.</li> </ul> <p><strong>Training</strong></p> <ul> <li>Successfully participate in and complete any training provided.</li> <li>Provide metier and product updates in daily briefs</li> <li>Support in in-house training (i.e.) H Immersion.</li> </ul>

Objectives/Goals


<p><strong>Service<br /></strong></p> <ul> <li>Meet ACE index score >80%</li> <li>Support in the conversion rate for the store</li> <li>Measurable Targets</li> <li>Sales</li> <li>Units sold</li> <li>Average transaction</li> <li>Cross selling</li> <li>UPT</li> <li>Hpad usage</li> <li>Client creation</li> <li>Pre selling</li> <li>Reservation</li> </ul> <p><strong>Client Development</strong></p> <ul> <li>Support the repurchase rate for the store</li> <li>Demonstrate proactivity in client development (own client list).</li> </ul>

Profile


<ul> <li>Demonstrate good team spirit in the workplace and act as a team player.</li> <li>Show warmth, empathy, and confidence in decisions making especially with objections</li> <li>Stays calm and under pressure whilst also being adaptable and versatile</li> <li>Act as a true ambassador of the House</li> <li>Hold a high level of personal standards and take initiative where necessary</li> <li>Have an ability to challenge and constructively question the norm</li> <li>Show resilience and composure</li> <li>Show dependability (e.g.) in stock takes, VM changes etc.</li> <li>Problem solving capabilities</li> <li>Inspire and motivate through attitude and actions</li> <li>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</li> <li>Entrepreneurial skills </li> <li>Influential skills </li> </ul>