Ralph Lauren Production Specialists

8 months ago

Manchester, United Kingdom Teleperformance Full time

Overview:
**Job Title**: Product Specialists

**Department**:Ralph Lauren

**Management Responsibility for**: Ralph Lauren

**Travel Required**: On a regular basis

**Location**: Ralph Lauren HQ London - Hybrid. Travel required

**Contract Type**: Permanent

**Job Summary / Overview**

As a dedicated professional in the role of Product Specialist, the primary focus is on delivering exceptional service to our internal customers. The key responsibilities encompass resolving product and service inquiries, with an emphasis on elevating the knowledge base within the contact centre, particularly concentrating on Ralph Lauren icons.

**Key Responsibilities and Accountabilities** _(may perform other duties as requested not specifically addressed in this document)_

**Customer Service Excellence**:

- Serve as the initial point of contact in the Centre of Excellence (CoE) for internal customers, promptly addressing and resolving product and service inquiries.

**Product Knowledge Enhancement**:

- Collaborate with a designated in-store buddy to facilitate mutual growth in product knowledge for both the Centre of Excellence and physical stores.
- Actively contribute to the consistent demonstration of our product offerings across all showrooms.

**Subject Matter Expertise**:

- Stay abreast of industry trends, new product launches, factory visits, and store visits to continuously update and expand knowledge.

**Analysis and Improvement**:

- Utilize Voice of the Customer (VOC) data from various touchpoints to identify trends, customer pain points, and opportunities for enhancing the overall customer experience.
- Provide insightful feedback to training teams to influence the development of training materials.

**Omnichannel Mindset**:

- Build and leverage strong relationships with stores, fostering an omnichannel mindset that aligns with the organization's goals.
- Support team members in upskilling and cross-selling initiatives to enhance overall performance.

**Styling Expertise**:

- Utilize in-depth knowledge of quality and material technicalities to offer styling advice and create outfits for customers.

**Physical and Virtual Product Rooms**:

- Take responsibility for creating and maintaining both virtual and physical product rooms to ensure a comprehensive and organized resource for product information.

**Continuous Learning and Support**:

- Attend product training sessions, line openings, and other relevant events to stay updated on the latest developments.
- Use acquired knowledge to support training needs and enhance training content.

**Main Job Requirements**

**Work Experience (Essential)**

**People Management**:

- Utilise people management experience to create a balanced work environment that fosters engagement

**Problem-Solving Skills**:
**Stakeholder Reporting**:

- Demonstrate experience in daily reporting to various stakeholders, ensuring transparency and accountability

**Interdepartmental Collaboration**:

- Exhibit expertise in presenting and collaborating with different departments, contributing to the development of strategies that meet multiple specifications

**Adaptability to Change**:

- Leverage experience in working and leading in a changing environment, showcasing adaptability and resilience

**Learning Needs Analysis**:

- Demonstrate the ability to conduct Learning Needs Analysis and recommend appropriate solutions, challenging existing processes when necessary

**Leadership and Development**:

- Showcase a passion for leading and developing others, employing strategies such as encouragement, training, coaching, and imparting relevant knowledge and skills

**Work Experience (Desired)**
- Experience in a retail environment and a minimum of two years in a retail role or a similar capacity

**Required Skills**:

- Excellent communication and influential skills, public speaking proficiency (if delivering training), motivation abilities, organizational skills, and strong customer service skills
- Passion and enthusiasm for clothing/styling and apparel

**Technical Skills**

Comprehensive computer skills, including proficiency in Microsoft Office tools such as MS Word, PowerPoint, Excel, Outlook, and other relevant software

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