KEY FUNCTION
CLIENT
- Lead the team by giving strategic direction and fostering collaborative and service centric culture in the store
- Ensure the store provides a sincere client experience and maximise profitability
- Achieve and maintain operational excellence through the efficient running of all areas of the store
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Commercial awareness, connection to your local client base and partnership with the regional and corporate teams will ensure your store’s success
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Be the role model of CELINE Values, CELINE Retail Philosophy, CELINE’s image guidelines and ensure that the team is in line with them
- Promote and maintain a strong sense of team spirit
- Lead and coach the team, ensuring that they have exceptional brand and product awareness
- Identify individual and team training needs and communicate these to Training & Retail Manager
- Ensures that the team receives training regularly in order to develop client service, product knowledge and selling skills
- Individual performance review 1/month: One on One
- Plan roster, staffing request, absences and time off in advance to provide appropriate store coverage
- Participate and prepare for monthly team/office meetings
- Hold morning information and motivational briefings in partnership with office management team
- Coordinate the scheduling of inventories and cycle counts with stores (ASM, SP)
- Identify personal development needs to tailor individual training plans, secure succession planning
- Foster collaborative work environment through transparence and feedback culture
- Be the voice of Celine Management communicating strategic vision, targets, projects and initiatives
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Responsible for recruiting and developing a network outside of the store environment
CLIENT
- Ensure client experience with a team that provides exceptional client service during the selling ceremony, an in-depth knowledge of the products as well as of the House CELINE
- Support team in building and strengthening relationships with clients
- Drive local clients network growth and increase their loyalty
- Ensure qualitative monitoring and updating of client information, accordingly to the Company tools (CRM, client books) in order to retain actual clients and detect new high potential clients
- Involvement in trunk show organisation and hosting of store events in cooperation with office team
- Assist in facilitating solutions to client needs/issues
- Spread a true client and service centric mindset in the team
- Propose & animate in-store clientelling actions (previews, events…)
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Be proactive outside the store by increasing customer flow and developing local network
- Drive sales targets, KPI’S and client strategy
- Analyse the business, identify anomalies and propose action plans to office management
- Assign clear targets to each team member
- Provide weekly reporting; communicating potential client and/or market shifts, changes or reactions to engagements/activities, as well as updating and monitoring the CRM to Retail Manager & CRM Manager
- Lead the Boutique with full profit and loss responsibility
- Monitor business performance and take necessary actions to improve where needed
- Gives a vision, anticipates business changes and assesses risks and opportunities
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Sets action plan before the KPIs may require it
- Work closely with the merchandising team to ensure that appropriate stock and assortment levels are met
- Ensure the products replenishment and manage physical inventory of merchandise
- Be responsible for developing and implementing strategies to maximise product performance by leveraging visual merchandising, clientelling training and team animation
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Ensure product integrity through strict adherence to AS&Q guidelines
- Maintain the visual display of the products in accordance with VM and CELINE visual merchandising standards
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Ensure store functional maintenance and appropriate levels of products on the sales floor, in line with Corporate policies, procedures and business needs
- Proficient and accurate use of POS
- Participate in all inventory, cycle counts and goods receptions
- Ensure store functional maintenance
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Respect stockroom guidelines
- Sincerity: spontaneity, being attentive and receptive to others; considerate honesty
- Agility: ability to bounce ideas, inventive pragmatism; a taste for collective intelligence;
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Focus: high standards and expertise, concentrating on the essential, a clear sense of objectives
- Empathy: attentiveness and powers of observation, pleasure in customer contact;
- Exemplary advisory abilities and your unconditional sense of customer service;
- Energetic and unifying team spirit, motivating staff and creating an effective group dynamic
- Driving team’s result
- Business Acumen
- Dealing with ambiguity
- Good knowledge of CRM (Customer Relationship Management) tools
- Strategic agility
- Excellent communication skills and influencing skills at all levels
- Managing vision and purpose
- Building an effective team
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