Sales and Service Representative

4 weeks ago

London, Greater London, United Kingdom Hermès Full time
Key Responsibilities

As a Sales and Service Ambassador at Hermès, you will be responsible for delivering an exceptional customer experience, driving sales growth, and supporting the store team. Your key responsibilities will include:

  • Contributing to the store's turnover through active selling and providing excellent customer service.
  • Developing and maintaining a strong understanding of the product range, including after-sales support processes.
  • Providing qualitative feedback on the product to the store management and merchandising teams.
  • Supporting new colleagues and taking on additional responsibilities, such as ambassador for VM/CRM/training/digital.
  • Regularly contributing to morning briefs and taking responsibility for cycle count results within your metier.
  • Ensuring strong customer communication during selling ceremonies and in after-sales, and accurately capturing and recording client data.
  • Building and maintaining a solid, active client base and enhancing clientelling with local clients.
  • Participating in store communications, demonstrating excellent communication skills, and maintaining store standards.
  • Successfully participating in and completing any training provided and developing training skills to share with colleagues.

KPIs

Your performance will be measured against the following KPIs:

  • Meet ACE index score > 80%
  • Support in the conversion rate for the store
  • Sales, units sold, average transaction, cross-selling, UPT, Hpad usage, client creation, pre-selling, reservation, and repurchase rate for the store.

Competencies

To succeed in this role, you will need to demonstrate the following competencies:

  • Good team spirit and a willingness to act as a team player.
  • Warmth and empathy, especially with objections.
  • Calmness and composure under pressure, adaptability, and versatility.
  • A high level of personal standards and the ability to take initiative where necessary.
  • Problem-solving capabilities and the ability to constructively challenge the norm.
  • Resilience and composure, dependability, and the ability to inspire and motivate through attitude and actions.

About Hermès

Hermès is a luxury fashion house that values excellence, creativity, and innovation. As a Sales and Service Ambassador, you will be part of a dynamic team that is passionate about delivering exceptional customer experiences and driving sales growth.

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