Key Accountabilities
Team Management and Development
- Promote a positive and professional team environment that fosters trust, integrity, and superior performance standards, leading by example.
- Working on the shop floor, you will be in constant contact with your team, supporting and coaching where needed, ensuring a consistent client experience.
- Provide support and regular feedback to Client Advisors to ensuring their development is ongoing and their motivation and sense of belonging is high.
- Conduct regular and monthly performance conversations, discussing results and developing action plans.
- Participate in attracting, recruiting, and onboarding a high performing team.
- Manage the employee lifecycle of the Client Advisor both online through global and local platforms and offline through paper forms and documents.
- Partner with the Store Manager and Human Resources on employee relations issues to ensure effective resolution.
- Monitor your team’s adherence to company policies and procedures; follow up when needed.
- Support opening and closing of the store as Manager on duty.
- Lead store morning briefings as and when required, delivering key business communication and daily objectives.
- Develop and lead cross category and floor working, ensuring your team can and do sell all categories across all floors.
Client Service and Development
- Lead and inspire your team on executing a superior client experience, ensuring the hospitality mindset is in each Client Advisor.
- Develop a client engagement mindset, with the purpose of building long lasting relationships with clientele.
- Full utilization of the various clienteling tools to activate, retain and grow team and personal client base.
- Lead the execution of clienteling activities with your team, developing actions to reach clear goals and KPIs.
- Lead from the shop floor, actively selling and role modelling the selling ceremony.
- Manage the customer flow on the shop floor ensuring no client is left unattended and exceptional service is delivered.
- Manage and resolve customer issues, delighting and retaining the client relationship.
Product and Business Development
- Monitor the performance of the assigned categories and proactively propose action plans to reach the targets.
- Partner with the Store Manager and the Merchandising team, by providing effective feedback on products, stock situation and specific category requests to grow the business.
- Partner with the Store Manager and Visual Merchandising team to provide insights to maximize the category potential while ensuring the image and merchandising guidelines of the store are maintained.
- Partner with the Store Manager and the Training team to ensure Client Advisors develop full product knowledge through specific training, while ensuring they are aware of market trends and competitors.
- Utilize digital platforms to support store and online product sales.
Key Requirements
- Minimum of 3-4 years of sales management experience in retail, luxury retail, or service-related industry, preferably with a proven track record in luxury fashion
- Experience in people management with a team of 6 – 7 a strong plus
- Well-groomed and driven with strong leadership and communication skills to manage teams in achieving set standards for all aspects of store operations.
- Independent individual with strong decision-making skills
- Passionate in growing a career within the luxury fashion industry
- Flexibility to work a retail schedule which will include evenings, weekends, and holidays
