北京 [切换城市] 北京招聘北京行政/后勤招聘北京行政专员/助理招聘

Store Service Supervisor 店铺服务主管

爱马仕(上海)商贸有限公司

  • 公司规模:500-1000人
  • 公司性质:外资(欧美)
  • 公司行业:奢侈品/收藏品/工艺品/珠宝

职位信息

  • 发布日期:2016-09-27
  • 工作地点:上海-卢湾区
  • 招聘人数:1人
  • 工作经验:5-7年经验
  • 学历要求:大专
  • 语言要求:英语 熟练 法语 良好
  • 职位类别:行政专员/助理  

职位描述

职位描述:

Job Responsibilities:
To efficiently coordinate the day to day guest relations, provide and maintain high standard of Hermes service at the boutique level

1. Customer Service
· Creating a warm and welcoming arrival for guests, ensuring that they feel expected and immediately “at-home” when they arrive.
· Maintains awareness of guest’s profile and specific preferences, ensuring that they are acted upon for each visit.
· Acts as the first point of contact and liaison for VIP guests, ensuring that they are treated personally and recognized as an individual.
· Ensuring a memorable guest visit by giving caring and courteous guest services, providing information, responding to problems, and dealing with guests in a friendly and ever-hospitable manner.
· Facilitate a warm departure by ensuring that all guests leave happy with their visit.
· Handles serious complaints promptly and efficiently, taking the necessary action where appropriate. Follows up with all guests to ensure satisfaction with problem resolution. Always be present and back-up your team in case of conflicts.
· Liaises with Floor managers to handle corporates.

2. Lead service in store
· Ensures that each member of the sales team provides an excellent service to each individual entering the boutique, in line with Hermès’ standards of customer service
· Acting as a coach and mentor to team members in regards of service standards, reinforcing and motivating team members to strive for Hermes quality.
· Monitoring the whole store’s service and ensuring consistency of standards by adhering to Hermes brand standards including cashier & packaging. Take initiative to suggest how to improve customer service in store.
· Organize and manage the cloak room service.
· Organize and manage the parking management.

3. Mystery shopper & Service program
· Prepare trainings for mystery shoppers’ campaigns &service program in coordination with floor managers
· Analyze results, follow up and implement team action plans or individual action plans when needed
· Monitor the implementation of mystery shopper action plan on a daily basis


4. Team Management
· Motivates service team to welcome and serve all clients in excellent standards
· Identify, recruit and retains high quality staff, at the right compensation level
· Keep track of each individual performance, defining tasks, setting goals and action plans when needed
· Organize customer service trainings. Follow up after trainings and make action plan when needed.
· Evaluate sales team on monthly basis and communicate results to sales managers. Suggest action plans when needed.
· Create a sense of team spirit, discipline and mutual respect, as well as dedication and loyalty to the company
· Ensure that everyone on the team receives proper support in order to achieve their full potential
· Roster management, AL and compensation management according to company policy

5. Communication
· Assist the Marketing Team to implement any communication activities in relations with any departments
· Proposes to the Marketing Team all communication activities which could help improve service in your boutique
· Be at all times a proper “ambassador” for Hermès with all visitors of the boutique, and to ensure that each member of the sales team also acts as an “ambassador” of the brand
· Organize guided tour of Shanghai Maison when we have visitors (internal or external)

Requirements & Capabilities:
· Tertiary educated with at least 5 years of relevant management experience in high-end fashion, luxury industry or in similar capacity
· Ability to lead and drive performance and customer service
· Good customer relationship management skills
· Excellent spoken and written English and Chinese. French is a plus
· Must be a good team player, pleasant, service oriented and self-motivated
· Strong leadership, interpersonal and communication skills
· Hands on computer knowledge of MS office

职能类别: 行政专员/助理

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公司介绍

公司地址:上海市淮海中路283号香港广场29楼
邮政编码: 200021

A creator, artisan and seller of high-quality objects since 1837, Hermès is an independent, family-owned French house that employs more than 14,000 people worldwide.
Driven by its permanent entrepreneurial spirit and consistently high standards, Hermès cultivates the freedom and autonomy of each individual through responsible management.
The company perpetuates the transmission of exceptional know-how through strong territorial presence that respects people and nature, a source of exceptional materials.
Fifteen artisanal métiers nurture the creativity of the house, whose collections are presented in over 300 stores around the world.
爱马仕始于1837年,是一家忠于传统手工艺并集创作、手工制作与销售于一体的法国家族企业,如今在全球雇佣超过14,000名员工。秉持可持续发展和精益求精的精神,爱马仕以其有效的管理制度,培养出每位员工独立自主的工作方式。将以人为本和重视资源的理念深入到方方面面,爱马仕对品质的坚持和其精湛工艺,也得以代代延续和传承。十五种部类都满载爱马仕的无限创造力,并被呈现在全球300多家专卖店中。

联系方式

  • 公司地址:上海市淮海中路283号香港广场29楼
  • 电话:18516599726