北京招聘

Key Accountabilities:

Customer Service

To deliver consistent, friendly and responsive service and ensure the Lane Crawford standards of service are consistently executed at all times
To demonstrate a desire to understand and communicate the latest trends and fashion to customers and staff
To take every opportunity to exceed the customers expectations by being proactive and providing unique moments of truth throughout the service cycle
To ensure that all sales are followed up with after sales service activities such as reserve, gift wrapping, dispatch and delivery, concierge service every time
To well plan ahead manpower at all times to provide expected standards of service and to build the business on all day parts
To collect feedback from customers and share this feedback with manager/other appropriate people
To build the database and actively communicate with the VIP customers of the Department
To handle and resolve customer complaints efficiently and courteously to the satisfaction of the customer
To execute a departmental plan, based on Mystery Shopper Feedback, to improve the customer satisfaction and increase their loyalty to Lane Crawford

Sales and Profit

To achieve agreed monthly sales and average transaction value targets for area of responsibility
To communicate sales targets and achievement against targets to the sales team on a daily basis
To be proactive in identifying selling opportunities that will help achieve the sales targets
To work with the Store Manager to effectively support company promotions to maximize sales potential and profit within their area of responsibility
To communicate regularly with Warehouse and follow agreed procedures to ensure smooth distribution of merchandise at all times
To collaborate with CBO/MPS to ensure the effective and timely transfer of stock to maximize the merchandising and selling opportunities in store

Product Knowledge

To be able to provide the customer with product information that will enable them to make an informed decision about the item they wish to purchase
To be able to communicate confidently the unique selling points and the features and benefits of the product
To actively use this product knowledge to provide mix and match ideas for the customer and to up-sell to maximize the sales value
To identify and facilitate opportunities for additional training in product knowledge and mix and match to maximize the selling opportunities of each member of staff

Housekeeping

To ensure daily housekeeping standards are maintained at all times through regular checks and on job training
To ensure visual merchandise presentation in line with VM Standards Manual is adhered to
To prevent stock and pilferage by being alert and working with the Store Manager and security on potential issues
To ensure cashiering function is performed to a high degree of accuracy
To ensure stock is continually replenished to ensure a full range of items are available for the customer

Team Leadership

To demonstrate and reinforce the Lane Crawford Vision And Values at all times and provide the necessary leadership to gain commitment from retail sales team
To identify and execute ways to increase employee's loyalty, satisfaction and pride with the Lane Crawford experience
To reinforce the company message and implement programmes that are needed to drive profitability at Lane Crawford
To build and reinforce team spirit through reward and recognition and appropriate motivational activities
To know, enforce, and educate teams on all appropriate HR policies, labor laws, security and safety procedures
To monitor the training of new hires to ensure they meet the required standards in all aspects of their job within the 2 month probation period
To provide on job coaching to ensure that ADSM's/Supervisors are able to meet and exceed the standards and people management requirements of their role
To monitor and review performance of team with the ADSM/Supervisor, identifying individuals who are ready for promotion or require performance improvement plans
To manage performance of team on a daily basis and take appropriate action with those who fall below standard (in consultation with SM/HR Department)
To complete and present performance appraisals based on defined goals and objectives for their employees in a timely manner
To reward and recognise people for their achievements as appropriate


Requirements:

Bachelor degree or above
8+ years relevant retail experience, ideally in luxury shoes industry
Excellent leadership and coaching/training skills
Excellent communication skills in both English and Chinese
Self motivated and energetic

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