Senior Sales Associate, Bicester Village

How will you make an impact?

CUSTOMER SERVICE

• Warm, brand appropriate rapport building with ease and confidence.
• To set and maintain the highest standard within the store with the clients always being the main focus.
• To create a dynamic and positive team in order to maintain an environment in the store conducive to generating sales.
• To exceed the expectations of all clients by providing an exceptional service at all times. This includes being fully conversant with all products and services available in the Store and within the brand including product care, after sales and stock availability as well as sourcing items not currently on the range plan.
• To be fully conversant with the history of Alfred Dunhill and use this information when communicating with clients.
• To be up to date on local events and current affairs in order to promote conversation with clients.
• To develop and ensure good internal customer service with all other Alfred Dunhill outlets and with Head Office.
• To deal with complaints effectively & efficiently in line with Company policy. To ensure the clients expectations are exceeded when dealing with complaints. To ensure Managers are involved when appropriate.
• To ensure the feedback received regarding customer service levels at the store consistently meets and exceeds the company expectations. This may include mystery shopper feedback.
• To pre-empt and respond to client needs in order to excel in service standards.
• To be the role model regarding customer service standards at all times.
• To provide training and coaching to ensure sales consultant achieve and maintain the above customer service standards.
• To provide support to sales consultant with customer complaints and challenging situations.
• To be able to confidently cross sell across all product offers in store, ensuring the client is walked through the accessories area.
• To understand Dunhill’s Global and International positioning.

SALES

• To optimise sales by attracting new clients and developing the existing client base of Alfred Dunhill.
• To understand and proactively demonstrate an entrepreneurial flair for the selling process in order to achieve the above.
• To proactively capture customer data after each sale in line with the set company policy.
• To build and maintain a client book to be used continuously in the store.
• To ensure stock levels are maximised on the shop floor, with all items labelled to company standard.
• To promote key products and maintain an up to date awareness of current press and editorial in order to assist with clients enquiries.
• To assist in the co-ordination of in-store promotional events.
• To work in line with and be a role model for the Dunhill style of selling and ensure that information provided in sales training sessions is consistently manifested on the shop floor.
• To provide training and coaching to ensure sales consultant achieve and maintain the above sales standards.
• To motivate and actively encourage sales consultants to meet targets.

KPIs

• To exceed personal monthly KPIs as set by Line Manager.
• To actively encourage the team members to achieve their own, their department and their stores KPI’s.
• To be aware of and assist in the achievement of Store KPI’s as set by Retail Manager.
• To actively encourage sales consultants to achieve personal and store KPI’s.
• To meet with staff on a monthly basis to discuss and promote progression in this area.

MERCHANDISE STANDARDS

• To ensure that the merchandising is in line with the Alfred Dunhill image and commercial objectives of the store.
• To ensure that stock is correctly labelled, tagged and available on the shop floor at all times appropriate.
• Ensuring that the stock is in the best possible condition for sale at all times. If any product is not on the shop floor, it should be stored, so as to avoid damage.
• To maintain an understanding of the company policy on VM standards and assist in the remerchandising of the store when needed.
• To provide training and coaching and actively encourage sales consultant to achieve the above.

ADMINISTRATION

• To ensure that all Store systems and procedures are followed accurately.
• To ensure all forms and host store procedures are used correctly, and follow through to completion.
• To support the Store Manager through managing and growing the CRM database through training sessions and target setting, ensuring optimum amount of registrations have email and opt in option captured.
• To ensure sales are accurately recorded on the Epos system at all times.
• To ensure all daily Head Office paperwork is completed and processed in a timely manner.
• To liaise with Head Office on queries relating to this paperwork.
• To ensure that all host store procedures related to cash handling are adhered to.

HEALTH & SAFETY

• To be aware of and follow all host store rules and HSE legislation.
• To ensure that sales consultants are aware of and follow all host store rules and HSE legislation.

TRAINING

• To support in the development of Sales Consultants by organising and delivering training sessions and morning briefs as instructed by the Manager.
• To attend all compulsory training sessions as instructed by line manager.
• To be proactive in the reading and familiarising of product training packs.
• To complete ‘the dunhill way’ modules within the requested time line.

STOCK AND SECURITY

• To be a key holder for the Store, making sure the store is secured and locked up at end of day, making sure that the store is opened on time in the morning, responding to call outs from the security monitoring company.
• To be alert to the possibility of theft and follow Company procedures to minimise the opportunity for theft.
• All Alfred Dunhill stock in Jermyn Street is the responsibility of the all teams.
• To understand that Stock and Security is a team effort and contribution is imperative to the smooth running of it.
• To be aware of Company and Store Security procedures and ensure they are followed at all times.
• To maintain standards of storing stock on the shop-floor and back of house.
• To participate in all audits and counts.
• To be aware of how to use tagging & other security systems in store.
• To assist in minimising shrinkage.
• To ensure that all policies and procedures are relating to stock and security as outlined in the Operations Manual are adhered to by Sales Consultants.

MISCELLANEOUS

• To respond to any reasonable request made by Management.
• You may be required to undertake such further duties as your skills, qualifications and experience allow and/or as may be assigned to you by the company from time to time.

HOW WILL YOU EXPERIENCE SUCCESS WITH US?

We look for people who demonstrate entrepreneurship, who thrive when working as part of a team, who strive for excellence and who embrace being part of a luxury, creative environment.

YOUR EXPERIENCE AND PERSONAL SKILLS

EDUCATION AND QUALIFICATIONS

• Educated up to A-Level or equivalent (Preferred).
• Qualification in service industry, fashion or tailoring (preferred).
• Training in Leadership / Management skills (preferred).

EXPERIENCE

• Well rounded background in retailing luxury goods or high end hospitality (preferred).
• Commercial awareness of luxury market (essential).
• Experience of dealing with high profile clients from different cultures and backgrounds (essential).
• Experience of working in target / sales driven environment (essential).
• Experience of building a regular base (essential).
• Experience in luxury leather and accessories (essential).
• Experience of working in a corporate environment (preferred).
• Experience of working in a fast paced Department Store (preferred).
• Experience of presenting product to groups (preferred).
• Experience of liaising with Senior Level Management (preferred).
• Experience in supervising others (essential).
• Experience of training and coaching others (essential).
• Experience of cash handling (essential).
• Experience of handling difficult situations (essential).

PERSONAL SKILLS

• Professional (Essential).
• The ability to inspire confidence in others (essential).
• Role model / Exemplary attitude to work (essential).
• Confident / Positive / Enthusiastic / outgoing approach (essential).
• The ability to be a host for the Alfred Dunhill experience (essential).
• The ability to communicate clearly one to one and to large groups (essential).
• The ability to build rapport with clients of different cultures and backgrounds (essential).
• The ability to adapt communication style (essential).
• Grooming to reflect a luxury brand (essential).
• Leadership / Management skills (essential).
• Training / Coaching skills (essential).
• Negotiation skills (essential).
• Calm under pressure (essential).
• Passion for the brand/ The ability to enthuse clients about the brand (essential).
• Active interest in luxury lifestyle (essential).
• The ability to converse on a wide range of current affairs (essential).

TECHNICAL SKILLS

• Languages (specifically Mandarin, Cantonese, Japanese, Russian and Arabic) (preferred).
• Proven track record in sales (essential).
• Proven track record in providing exceptional customer service (essential).

JOB KNOWLEDGE & ABILITY

• Business acumen / commercial approach (essential).
• Active interest in luxury lifestyle (essential).
• The ability to be a host for the Alfred Dunhill experience (essential).