Boutique Supervisor
CHANEL
HONG KONG
5天前

Key Responsibilities :

Uphold the Image of the Brand

  • Assist the HOB / DHOB to ensure that the SFAs / FAs are aware of the importance of grooming and image, and set a professional example.
  • Perform regular inspection on boutique team’s grooming.
  • Uphold company image by conducting daily checks to ensure that window and in-boutique displays consistently reflect the essence of the seasonal line and are in accordance with the Chanel image.
  • Assist in the implementation and maintenance of all VM directives.

  • Ensure that the boutique environment is always in optimum condition.
  • Provide and Supervise the Delivery of Ultimate Luxury Customer Experience

  • Supervise and observe floor performances of SFAs / FAs, provide prompt assistance in customer enquiries, and resolve problems and complaints quickly and effectively to ensure client satisfaction.
  • By observing closely on boutique floor, take a close interest in floor staff’s well-being, and actively provide feedback to HOB & DHOB.

  • Incorporate Client Service Values (CSV) in all service actions. Demonstrate flexibility and adaptability on policies in order to get close to the customer's emotion.
  • Support the team members in providing ultimate after sales service to customers.

  • Adapts communication styles in dealing with different boutique team members to achieve maximum results.
  • Act as an effective communication channel between HOB / DHOB and floor staff to foster open communication.
  • Be Client-centric

  • Monitor and enforce on client engagement and on building long lasting relationships with them. Provide feedback to HOB / DHOB on team performance on customer recruitment and retention.
  • Work with individual boutique team members to gain a thorough and personalized understanding of every customer segments , providing personalized services to them.
  • Maintain and develop CEM data for each client.

  • Motivate the boutique team to achieve excellent customer service standards via :
  • Mystery Shopping results
  • Client feedback
  • Handle returns and exchanges with a positive mindset
  • Monitor Proper Handling of Merchandise & Inventory

  • Direct regular cycle inventory count to ensure no inventory losses. Discrepancies, if they arise, must be reported in a timely manner as determined by the Boutique and / or Retail Manager.
  • Adhere to Company guidelines and ensure that proper controls are being followed to prevent stock losses, pilferage or damage.
  • Fully understand the replenishment system based on the boutique profile and business trends.
  • Facilitate Day-to-day Operations

  • Assist HOB / DHOB to ensure adequate supervision of boutique team on the sales floor.
  • Control and monitor customer traffic and staff in / out to ensure sufficient manpower on sales floor and operations efficiency.
  • Ensure the requirements in the Standard Operational Procedure are respected.
  • Verify transactions and daily cash counting to ensure accuracy.
  • Ensure daily sales and appropriate paperwork is accurately completed. Reflect business trends through observation and regular reporting.
  • Assist HOB / DHOB on the daily boutique opening and closing procedures. Responsible for staff bags checking on every shift end.
  • Gather and provide HOB / DHOB with qualitative information on customer trends / demands, competitor activity and merchandise movement to Fashion Management on a regular basis.
  • Improve floor operations efficiency by observation and proposing procedural improvements to HOB / DHOB.
  • Handle day-to-day Operations issues promptly and astutely, seeking direction and guidance from the HOB / DHOB as needed.
  • Foster close partnerships

  • Promote teamwork and work closely within the boutique and with other boutiques.
  • Key requirements :

    Academic / Professional Qualifications

  • Secondary School Graduate. University graduate is a plus
  • Work Experience

  • Minimum 2 years’ relevant retail supervisory experience
  • Solid experience in retail industry
  • Previous working experience in fashion & luxury industry is definitely an advantage
  • Required Competencies

  • Excellent customer service skills
  • Well-groomed with excellent interpersonal, teamwork & communication skills.
  • Open to feedback and able to deliver messages in a positive manner.
  • Good command of Cantonese, English and Mandarin
  • Computer literacy
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