Sales and Service Ambassador

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 driving sales and delivering exceptional customer service. Your key responsibilities will include:

Contributing to the store's turnover through active selling and demonstrating a 'can-do' attitude in all customer interactions.

Developing your knowledge of after-sales support processes and being proactive in familiarizing yourself with merchandise to enhance product knowledge and confidence in selling across all metiers.

Providing qualitative feedback on products to store management and merchandising teams and delivering outstanding service to all clients.

Supporting new colleagues and taking on additional responsibilities, such as being an ambassador for VM/CRM/training/digital.

Regularly contributing to morning briefs and taking responsibility for cycle count results within your metier and coming up with solutions to improve.

Ensuring strong customer communication during selling ceremonies and in after-sales and accurately capturing and recording client data in CRM.

Holding a solid, active client base and continuing to enhance it through consistent efforts in clientelling with local clients and gaining experience in taking special orders.

Participating actively in store communications, demonstrating excellent communication skills, and maintaining store standards and daily procedures.

Ensuring merchandise is handled with care and consideration and adhering to and upholding House procedures and VM standards.

Being fully aware of stock levels within your metier and ensuring timely replenishment and organization.

Successfully participating in and completing any training provided and developing training skills to share with colleagues.

KPIs
Service

Meeting ACE index score > 80%

Supporting the conversion rate for the store
Measurable Targets

Sales

Units sold

Average transaction

Cross-selling

UPT

Hpad usage

Client creation

Pre-selling

Reservation
Client Development

Supporting the repurchase rate for the store

Competencies

Demonstrating good team spirit in the workplace and acting as a team player.

Showing warmth and empathy, especially with objections.

Staying calm and under pressure while being adaptable and versatile.

Acting as a true ambassador of the House.

Holding a high level of personal standards and taking initiative where necessary.

Constructively challenging the norm.

Showing resilience and composure.

Showing dependability in stock takes, VM changes, etc.

Possessing problem-solving capabilities.

Being active, flexible, and staying involved.

Inspiring and motivating through attitude and actions.

Actively contributing to the success of the store with strong sales and leading by example in demonstrating exceptional service standards.

**Job responsibilities and functions are not limited to the above. As Hermès employees, we must always ensure that all functions of our position are represented with the highest level of professionalism.



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