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