Sales and Service Ambassador

1 month ago


London, Greater London, United Kingdom Hermès Full time

Key Responsibilities

As a Sales and Service Ambassador, you will be responsible for driving sales and providing exceptional customer service in our store. Your key responsibilities will include:

Sales and Service

  • Contribute to the store's turnover through active selling and demonstrating a 'can-do' attitude.
  • Develop your knowledge of after-sales support processes and be proactive in familiarizing yourself with merchandise to enhance product knowledge.
  • Provide qualitative feedback on products to store management and merchandising teams.
  • Deliver an outstanding service to all clients.

Support

  • Support new colleagues and be a 'go-to person' for guidance and assistance.
  • Take on additional responsibilities, such as ambassador for VM/CRM/training/digital.
  • Regularly contribute to morning briefs and take responsibility for cycle count results within your metier.

Client Development

  • Ensure strong customer communication during selling ceremonies and in after-sales.
  • Accurately capture and record client data in CRM.
  • Hold a solid, active client base and continue to enhance it.
  • Consistently effort in clientelling with local clients.

Standards

  • Participate actively in store communications and maintain store standards.
  • Demonstrate excellent communication skills and maintain VM standards.
  • Be fully aware of stock levels within your metier and ensure timely replenishment and organization.

Training

  • Successfully participate in and complete any training provided.
  • Develop training skills to share with colleagues.

KPI's

Service

  • Meet ACE index score > 80%
  • Support in the conversion rate for the store

Measurable Targets

  • Sales
  • Units sold
  • Average transaction
  • Cross-selling
  • UPT
  • Hpad usage
  • Client creation
  • Pre-selling
  • Reservation

Competencies

  • Demonstrate good team spirit and act as a team player.
  • Show warmth and empathy, especially with objections.
  • Stay calm and under pressure while being adaptable and versatile.
  • Act as a true ambassador of the House.
  • Hold a high level of personal standards and take initiative where necessary.
  • Constructively challenge the norm.
  • Show resilience and composure.
  • Show dependability.
  • Problem-solving capabilities.
  • Be active, flexible, and stay involved.
  • Inspire and motivate through attitude and actions.
  • Actively contribute to the success of the store with strong sales.
  • Lead by example in demonstrating exceptional service standards.

Additional Responsibilities

We as Hermès employees must always ensure that all functions of our position are represented with the highest level of professionalism.



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