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

Hermès; London; On-site; GBP 28,000 - 32,000; Full time

Job summary

A luxury retail brand in London seeks an enthusiastic Sales Associate to enhance sales through exceptional customer service. The candidate will contribute to store turnover, maintain store standards, support new team members, and develop client relationships. Excellent communication and adaptability skills are essential. This role offers the chance to work in a dynamic environment with a focus on customer satisfaction.

Qualifications

• Demonstrate warmth and patience in dealing with customers.
• Maintain exemplary stock levels and timely replenishment.
• Successfully complete all mandatory training.

Responsibilities

• Contribute to turnover through active selling.
• Support new comers and act as a 'go to person'.
• Ensure strong professionalism during client communications.

Skills

Excellent communication skills

Team spirit

Adaptability

Proactivity in client development

Problem-solving capabilities

Job description

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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.