Senior Sales & Service Ambassador - Womenswear (FTC Until May 2026)

HERMES; London; On-site; GBP 25,000 - 35,000; Full time

Job summary

Join a prestigious luxury brand as a Senior Sales & Services Assistant in London, where you will drive sales and excellent customer service. Be an ambassador for the House, nurturing client relationships and promoting team collaboration. An engaging role tailored for those passionate about retail and luxury experiences.

Qualifications

• Proven experience in a customer-facing sales role.
• Ability to develop client relationships and enhance customer satisfaction.
• Strong understanding of sales processes and ability to meet targets.

Responsibilities

• Deliver exceptional customer service and support sales activities.
• Collaborate with team members to enhance the customer experience.
• Maintain store standards and manage stock efficiently.

Skills

Customer Service

Team Collaboration

Communication

Problem Solving

Sales Techniques

Job description

Key Responsibilities

As a Senior Sales & Services Assistant, you will consistently deliver exceptional customer service, acting as a true ambassador of the House and setting a high standard as a role model within the store.

You will actively support and guide Sales & Services Assistants and Ambassadors, particularly in navigating complex sales, sharing your expertise, and cultivating a collaborative team environment.

With a well-established and loyal client base, you will continue to nurture and expand these relationships, ensuring long-term engagement and satisfaction.

In every interaction, you will embody the House's core values and culture, demonstrating your deep appreciation and commitment to its heritage and vision.

Sales & Service

• Contribute to the store's turnover through selling.
• Demonstrate warmth and patience in all dealings with customers, always displaying a 'can-do' attitude.
• Develop your knowledge of after-sales support processes.
• Proactively familiarize yourself with merchandise to enhance product knowledge and confidently sell all métiers.
• Be aware of broader commercial objectives and goals.
• Provide qualitative feedback on products and services to store management and merchandising teams.
• Deliver outstanding service to clients.

Support

• Support newcomers and become a 'Go-to person' in the store.
• Exceed responsibilities in areas such as VM, CRM, training, digital, etc.
• Participate in morning briefs.
• Take full responsibility for cycle count results within your métier and suggest improvements.
• Support with buying on an ad hoc basis.
• Begin building communication with key external contacts.

Client

• Ensure professional customer communication during selling and after-sales.
• Accurately capture and record client data in CRM.
• Maintain an active and local client base.
• Assist with client special orders, ensuring clear communication throughout the process.

Commercial Acumen

• Provide service updates in daily briefs.
• Set and train on VM standards with the VM team.
• Support store management in making commercial decisions related to VM.
• Develop and maintain your métier's product mix.
• Align with store and company commercial objectives.
• Support management of high-value/demand products.

Standards

• Participate actively in store communications.
• Exhibit excellent communication skills.
• Maintain store standards and familiarize yourself with daily procedures.
• Handle merchandise with care and consideration.
• Uphold House procedures and VM standards.
• Monitor stock levels and ensure timely replenishment.

Training

• Participate in and complete all training provided.
• Identify training needs within the store.
• Support in-house training initiatives.

KPIs

Service:

• Achieve an ACE index score above 80%.
• Support store conversion rates.

Measurable Targets:

• Sales, units sold, average transaction, cross-selling, UPT, Hpad usage, client creation, pre-selling, reservations.

Client Development:

• Support repurchase rates.
• Proactively develop your client list.

Competencies

• Demonstrate team spirit and act as a team player.
• Show warmth, empathy, and confidence, especially with objections.
• Remain calm under pressure, adaptable and versatile.
• Act as a House ambassador.
• Maintain high personal standards and take initiative.
• Challenge norms constructively.
• Show resilience, dependability, and problem-solving skills.
• Inspire and motivate through attitude and actions.
• Lead by example with exceptional service standards.
• Possess entrepreneurial and influential skills.

Note: Job responsibilities are not limited to those listed. As Hermès employees, we must uphold the highest professionalism in all functions of our roles.