Customer Service Representative jobs in United Kingdom

POSITION: Account Manager - Maternity Cover

FULL TIME - 37.5 hours, 5 days

DEPARTMENT: Retail

LOCATION: Field Based,

REPORTS TO: Area Manager

DIRECT REPORTS: Beauty Consultants

MAIN RESPONSIBILITIES

Business Strategy:

• Ensure that your POS achieve sales and profitability targets.
• Achieve retail sales targets and contribute to store and services KPIs on a monthly basis.
• Sell Dior products by meeting our clients’ needs and providing a memorable experience through high standard of service to clients throughout the whole sale following the brand D.I.O.R. method.
• Educate customers on the Dior brand and on Dior products.
• Play an active role on the sales floor to lead the team by example and ensure a welcoming environment in the boutique.
• Report on a weekly basis store performance to Retail Manager.
• Gather & report market and competition trends and identify opportunities for development in store, with Area Manager.

People Strategy:

• Daily manage the team and ensure a good level of team spirit and energy.
• Ensure team are aware of and respect Dior strategy, goals and standards.
• Set realistic individual KPIs for the team.
• Coach and develop skills and knowledge of all team members using Dior tools and training materials.
• Transmit your passion for retail and spread a culture of excellence and continuous improvement.
• Foster a positive working environment and create a culture of feedback, encouraging diversity, mutual respect and teamwork.
• Oversee annual review process for all store employees.
• Assist in recruiting team members ensuring their development and retention.
• Manage payroll, overtime on in store system (Tamigo) ensuring all information is accurately tracked.
• Where required, liaise to support incentives calculations, disciplinary and global compliance with legal labour rules.

Client Experience:

• Manage and lead team effort in clienteling and CRM activities.
• Animate actively the implementation and success of Dior launch plan and animations.
• Effectively manage internal and external communication to ensure successful events in store and/or remotely.
• Proactively propose and execute in-store and remote actions to drive traffic to the store, to recruit new customers and to develop customer loyalty, guaranteeing excellent service.
• Ensure high client and service centric mind-set in the team.
• Master and leverage client data to retain, recruit and grow client loyalty.
• Meet annual voice of client standards as defined by corporate (NPS + Dior service signature)
• Organize, set up and host in store events (e.g. beauty classes)

Operations:

• Be responsible of operational excellence.
• Effectively organize and manage counter rota’s according to team and boutique activity.
• Optimize stock levels and sell through by analysing your sales and communicating with back office.
• Ensure respect of all procedures towards sales, till, cash and stock management and report to AM f any issue.
• Ensure visual merchandising guidelines are applied to the highest standards.
• Ensure health and safety of teams are managed and in line with guidelines.
• Coordinate with retail team to ensure POS maintenance and logistics.
• Support on team IT needs and issues, ensure all processes are followed. Flag to relevant department if any outstanding issue.

Retailers:

• Manage relationships with the retailers and report to Retail Manager if any issue.

PERSON SPECIFICATION
Profile

At least 3 years’ experience in a Fragrance/cosmetics sales role
Experience within the retail market
Experience working in a department store would be an advantage
Proven sales record and ability to deliver on KPI’s
Experience motivating and leading a small team would be an advantage
Coaching experience in a similar role
Previous in store eventing experience.