Flagship Specialist
4 weeks ago
-Purpose & Overall Relevance for the Organization:
- To maintain a highly impactive, brand orientated consumer experience within the adidas LDN Flagship store.
- To assist in the end-to-end service experience at all consumers within the designated consumer touchpoint, supporting all elements that provide a one-of-a-kind experience for our Flagship and creators club consumers.
- To be the specialist within the designated consumer touchpoint and have a comprehensive knowledge and experience of product, features, benefits, competitors and the future marketplace to drive brand engagement, consumer centricity and Flagship KPIs
- To aid a culture of consumer centricity within the designated consumer touchpoint.
Key Responsibilities:
- To role model consumer service behaviours
- To demonstrate confidence in their knowledge of their specialist area and optimise all consumer interactions within the designated consumer touchpoint.
- Promote efficient ways to manage the consumer "life cycle," which includes all the steps consumer go through when interacting with organisations.
- Foster consumer loyalty through high-quality interactions at each step and within the designated consumer touchpoint.
- Responsible for improving the experiences consumers have with adidas, with the goal of increasing consumer satisfaction, brand engagement and conversion.
- Support a designated consumer touchpoint i.e. Football dept, Running Department, Concierge Desk/team, 3rd party Services, Test & Create Zone, Lounge Areas, Digital Takeover, Maker Lab.
- Assists in the seamless execution of in-store activations events, in collaboration with the Experts, SCEM, Key City Marketing Activation Manager, VM and Retail Operations.
- Collaborates with the Experts and SCEM to ensure a unique Flagship experience at the designated touchpoint and supports training, scheduling, coaching and feedback for the Specialist and Generalist staff.
- Provide feedback to all store teams on execution of service model across the designated consumer touchpoint.
- Creates and drives a service culture by ensuring all activities are centered on the consumer.
- Positively communicates and role models the adidas Brand Values.
- Positively offers suggestions and ideas on ways to improve operations and processes within their area of expertise.
- Communicates a desire to learn and seizes all available opportunities to drive own development and increase performance.
- Drive appropriate level of audience segmentation to deliver personalised and relevant consumer service at the designated consumer touchpoint
- Supports the Experts and SCEM on the development of consumer benchmarking tools and analysis, to understand activities undertaken by competitors with a focus on recruitment, events, communication and the designated consumer touchpoint
- Take full ownership of key performance indicators relevant to stages of consumer engagement and own performance
Authorities:
Key Relationships:
- Consumers, Peers, Store Director, CE Experts and SCEM
Knowledge, Skills and Abilities:
- Must possess and consistently exhibit the competencies relative to the position
- Excellent networking skills and customer relationship management
- Knowledge and skills in driving financial results through Consumer Experience Services
- Has a background in sports or currently involved with a sports team/activity
- Has a background in retail sales and/or in a customer service facing role.
- Possesses and displays motivation and excitement within the specialist area
- Ability to work in high-stress situations effectively without compromising their team’s success
- Has good product knowledge of both Adidas & 3rd party products
- Has local knowledge of sporting events and city sporting events and is able to communicate them effectively to their peers as unique selling points for products and services
Requisite Education and Experience / Minimum Qualifications:
- Minimum 1 years’ experience working in a sports/fashion consumer & commercial focused retail environment or area of specialism.
- Experience in managing high level retail image and delivering consumer in-store experience
AT ADIDAS WE HAVE A WINNING CULTURE. BUT TO WIN, PHYSICAL POWER IS NOT ENOUGH. JUST LIKE ATHLETES OUR EMPLOYEES NEED MENTAL STRENGTH IN THEIR GAME. WE FOSTER THE ATHLETE’S MINDSET THROUGH A SET OF BEHAVIORS THAT WE WANT TO ENABLE AND DEVELOP IN OUR PEOPLE AND THAT ARE AT THE CORE OF OUR UNIQUE COMPANY CULTURE: THIS IS HOW WE WIN WHILE PLAYING FAIR.
COURAGE: Speak up when you see an opportunity; step up when you see a need..
OWNERSHIP: Pick up the ball. Be proactive, take responsibility and follow-through.
INNOVATION: Elevate to win. Be curious, test and learn new and better ways of doing things.
TEAMPLAY: Win together. Work collaboratively and cultivate a shared mindset.
INTEGRITY: Play by the rules. Hold yourself and others accountable to our company’s standards.
RESPECT: Value all players. Display empathy, be incl
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