The Brand Ambassador, Experience role is accountable for creating and providing an outstanding customer experience that exemplifies the authenticity of Canada Goose. Assist in the execution of the plans and strategies developed by the Store management team and execute store functions in relation to customer experience and operational efficiency, including ensuring excellence in all areas and maintaining Canada Goose’s expectations of quality and authenticity.
Store Financial Performance:
• Achieve or exceed personal sales targets and productivity standards.
Engagement:
• Contribute to a positive store environment through effective communication, teamwork and partnership with brand ambassadors and store management team
• Attend and participate in related store meetings, events and product knowledge sessions
• Demonstrate values and behaviours consistent with Canada Goose’s culture
Customer Experience:
• Ensure an outstanding customer experience
• Assist in driving our Net Promoter Score (NPS) and other selling and service metrics such as; conversion, average dollar per transaction, average unit retail
• Contribute to respective location’s Units per Transaction (UPT) by introducing new, underperforming and strategic categories
• Develop, maintain and drive personal customer relationship management through clienteling and after sale customer engagement
• Leveraging in store elements to provide a memorable experience
Operational Excellence:
• Compliant of store operating procedures to minimize store shrink
• Support in the upkeeping overall physical store maintenance and standards
• Responsible for maintenance of the Visual merchandise directives
• Other responsibilities may be added to meet the needs of the business
MAIN PURPOSE
In charge of the daily operation of the boutique – front and back office – with the aim to communicate the overall brand message in a successful manner to generate business
KEY RESPONSIBILITIES
Key responsibility 1
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Sales:
• To achieve or surpass monthly and yearly sales targets
• To respect the brand’s discount policy
• To lead the team to acquire new clients
• Travel for events and trainings, visit clients and attend functions to entertain clients
• To be able to sell HJ and lead the team to sell HJ for target achievement
Key responsibility 2
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Management:
• To train the boutique staff,
• To ensure proper attire, grooming and behavior in line with the brand’s guidelines,
• To ensure the boutique is maintained in perfect condition
• To organize daily briefing and monthly meetings for giving objectives, sharing information and fostering team spirit
• To coach team and take care of the recruitment, staff evaluation and development of the team
• To prioritize, plan, delegate and adapt to business needs
• To manage back office operations
Key responsibility 3
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Customer Relations Management:
• To treat the customer according to brand’s standards
• To build a strong customer relationship and loyalty
• To acquire a relevant customer database, convert into sales transaction and retain the customer for future transactions.
• To ensure a consistent, quality boutique experience for clients
Key responsibility 4
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After Sale Service:
• To implement brand’s service strategy
• To handle all customer’s enquiries and complaints
Key responsibility 5
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Stock Management / Products:
• To ensure adequate and complete assortments at the boutique
• To propose product ideas to management
• To negotiate special products with customers and follow-up with management
MISSION STATEMENT
• Responsible for the excellent management of the Bulgari store through the achievement of targets and complete store KPIs
• Driving and supporting the sales team as a coach for individual target achievement
• Maintain sound relationship with VIP customers as well as deliver exceptional service and develop new potentials
MAIN RESPONSABILITIES
• Manage the boutique in order to achieve sales objectives and store and service KPI’s, ensuring to spend most of the time on the shop floor with sales team and clients
• To actively participate in community events and maintain a visible presence in the community to develop existing and new client bases and to project a positive and appealing brand image. Special focus on personal knowledge and relation building and maintaining with top customers
• To assess the store’s needs and communicate such needs to the appropriate corporate and local departments
• To monitor and guarantee the best product display in the store (windows, counters…) following guidelines and standards
• To ensure the training of salespeople to increase technical and product knowledge and develop sales techniques and stock/inventory management. Partner with Sales Trainers in training definition, implementation plans, and follow up
• Be responsible for the store stock, ensuring to efficient and effective manage it according to KPIs.
• To actively ensure the application of security, sales, and stock processes and procedures
• To resolve client complaints/disputes
• To control and verify alignment to standards of discounts
• To act as an organizational interface towards the Local MKT assuring the implementation of CRM strategies and procedures to enhance the customer base in quality and quantity
• To monitor and provide tools for the salespeople to help understand and increase sales performances
• Ensure the participation of the store team to training sessions in order to develop and strengthen their knowledge on different topics (collections, selling techniques, brand and inspiration stories, security…).
• Be responsible for the good maintenance, the safe environment, the good functioning of the store as well as the respect of product assortment and visual merchandising, respect of excellent uniforms and grooming standards
• Ensure a strong knowledge of the relevant markets: competitions, events, products and pricing. Related to their environment (city, street, mall, dept. Store) guarantee profound knowledge on brand locations, events and marketing activities.