Anthropologie Service

Anthropologie

Title: Service & Selling Manager

Reports to: Store Manager

Objective: The Service and Selling Manager (SSM) directs the service, selling, and styling to achieve an engaging and inspiring store environment. This can include development of others, collaborating with key partners, and supporting store operations and visual needs. This role is a key holding position.

Leadership Values

All leaders at Anthropologie possess a shared set of skills and knowledge. These values enable leaders to succeed in their roles and achieve organisational goals.

The customer is at the heart of everything we do: We value and develop genuine connections, and always come from a place of yes.

· Acts as a brand representative reflective of the company values

· Cultivates genuine customer connections by delivering customer experiences that are engaging, efficient, and personalised

· Takes a forward-thinking approach to the customer experience while evaluating risks

Our people are our greatest asset: We support and grow team members through personalized coaching and engagement opportunities.

· Inspires team through shared fate, creativity, and empowerment; tailors motivation to the individual and leverages the strengths of the team

· Seizes opportunities to coach and educate team members to facilitate continued growth

· Provides timely and specific employee feedback to create a culture of action and accountability

Collaboration is key: We support one another and recognise the value of everyone’s contributions.

· Fosters a positive and respectful store environment

· Collaborates to complete store objectives; encourages and demonstrates adaptability to affect change and successfully execute a shared vision

· Prioritises the sharing of information to all levels of the team

We are entrepreneurs who value creativity: It is our store experience that sets us apart.

· Applies a merchant approach; takes smart risks to maximise sales and impact the customer experience

· Balances the global needs of the business through strong business acumen, critical thinking, and problem-solving

· Upholds all company policy and procedures to support the profitability of the store; adheres to store’s safety standards, inventory accuracy, and reduction of product loss

Expectations

Customer Experience

· Selling culture: leads and empowers the team to drive sales and metrics by utilising key performance indicators to set team and zoning goals

· Omni-Channel Service: teaches the team to provide a frictionless customer experience by utilising technology to transact in the moment, upsell, and clientele

· In-Store Styling: provides the tools needed for associates to deliver an elevated shopping experience through cultivating connections, creating an individualised service and styling experience

· Events and Gatherings: hosts, plans, guides, and executes all events in the store to build customer relationships and drive sales

Leadership & Team Management

· Customer Experience Management (CEM) leadership: oversees the training, development, and accountability of the CEM program, creating a culture that prioritises service and sales

· Stylist program: drives the styling program by empowering styling team members to cultivate relationships, generate new business, and mentor customer associates

· Prioritise talent: supports the Store Brand Leader in identifying, hiring, and developing top talent for succession; facilitates onboarding for new hires

· Service and selling education: utilises brand resources to host regular fit sessions and training workshops to develop the team’s selling and styling skills

Visual & Business Operations

· Business Acumen: collaborates with the Store Manager to assess sales forecasts to accurately schedule support and optimise peak selling hours through team service and selling initiatives, and using Company tools to identify merchant opportunities within product placement, outfitting, and stock levels

· Manage operations: takes an active role in opening and closing, restock, standards, cleanliness, IT and facilities issues, and loss prevention efforts

· Product Flow: supports product flow processes which include shipment receipt, processing, security tagging, and preparing product for floor placement; leads the team to maintain an organised and efficient back of house

· Omni service: oversees the omni customer experience and process to ensure fill rates are maintained and the brand standard for omni organisation is followed

Communication & Relationships

· Education and product knowledge: facilitates the sharing of product knowledge, current trends, product priorities, and brand messaging through daily touchpoints with the team

· Goals and expectations: sets individual sales goals and selling expectations to cultivate a collaborative selling environment

· Customer feedback: shares customer reaction and feedback to inform strategic product moves; fosters a strong relationship and flow of information between the team

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