Sales and Service Watches and Jewellery Specialist

Overview

Job Category: Retail – Store Sales

Job Description: We are recruiting for a Sales & Service Watches and Jewellery Specialist to join our Sloane Street team. Within this role, your working hours will be between Monday and Saturday. There are three shift patterns that will rotate across the Department: 8:30am – 5pm, 9:30am – 6pm and 10am – 6:30pm.

Responsibilities

• As a Sales & Services Watches and Jewellery Specialist you will provide excellent customer services to all clients within our Watches and Jewellery metiers. Assist colleagues with sales in order to support the turnover of the Store. Demonstrate values of the House to all clients and colleagues.
• You will provide exceptional service and detailed product knowledge of our Watches and Jewellery metiers: whilst confidently possessing and proving good product knowledge of the other metiers & services within your Store.
• Working with your manager to ensure an efficient and effective operation within your Department, demonstrating excellent personal presentation, being a team player and leading by example.
• Sales & Service
• Contribution to turnover of store through selling.
• Demonstrate warmth and patience in all dealings with our customers, always displaying a \’can-do\’ attitude.
• Begin to deal with customer requests and ensure efficient communication with the client and relevant colleagues throughout.
• Develop your knowledge of the after-sales support processes.
• Be proactive yourself in familiarising yourself with merchandise to enhance product knowledge.
• Familiarize yourself with the ambitions for the store (sales objective, KPI\’s), and ensure you positively contribute towards them.
• Establish and maintain strong client relationships by ensuring that all clients requests and after sales service issues are followed up and communicated in a timely manner, consistent with Hermes standards and values.
• Ensure strong customer communication during selling ceremony and in after sales.
• Deliver a consistently high level of service to all our clients, acting as an ambassador of the House, to ensure high levels of client satisfaction and repeat business.
• Demonstrate active listening skills to discover more about the client and to develop loyalty and long-lasting relations.
• Accurate CRM capture and recording of client data.

Standards

• Active participation in store communications such as daily team briefings.
• Demonstrate excellent communication skills – both verbal and written.
• Maintain store standards and become familiar with daily procedures.
• Ensure merchandise is handled with care and consideration.
• Adherence and upholding of House procedures.
• Familiarise yourself with the visual merchandising basics – both front and back of house.
• Carry out regular stock replenishment and organisation of product.
• Become acquainted with the Watches and Jewellery metier as well as other metiers.
• Maintain a balanced shop floor presence in the absence of your Department Manager, giving priority always to the sales floor.

Communication

• Develop and maintain, good and constant communication with your Department Manager and Assistant Store Manager, being supportive to the efficient running of the Department.
• You are expected to perform all necessary tasks outlined or described to you by your Department Manager in their absence, maintaining excellent standards within your metier.
• Establish and maintain strong relationships within your own store environment and within Hermes by providing a high level of customer service at all times, including prompt response to requests.

Training

• Successfully participate in and complete any training provided.
• Share information with colleagues and proactively convey learnings when interacting with clients.
• Participate in the morning briefs by presenting new launches, identifying key selling points and sales ceremony to strengthen the knowledge amongst your colleagues, as well as identifying slow performers to encourage sales.
• Participate in training on best practice of stock control and till procedures which affect the accuracy of sales and stock data on the stock management database.
• Contribute to the Monthly Report – identifying to your Department Manager positive and negative feedback throughout the month.

Merchandising

• Familiarise and apply the Hermes merchandising guidelines for your department and ensure that displays are regularly updated and changed in order to provide more interest to customers and to encourage sales.
• Work with Visual Merchandiser as and when necessary or when assigned by Department Manager to ensure key products are displayed upon arrival.
• Remain reactive to the performance of your department, ensuring stock is replenished as and when required and being proactive in taking initiatives in order to develop sales.
• Good product knowledge of all departments within your store, able to confidently cross sell from one metier to the other.
• All packaging from merchandised products on the shop floor to be stored correctly: clearly labelled and able to be accessed quickly.
• Clear understanding of after sales processes & services within the store, to best serve and advise the client.
• Be pro-active in familiarising yourself with Hermes merchandise through product training, buying books, Podium catalogues and Monde d\’Hermes.

Stock Management

• Ensure that your stock areas, front and back of house, are kept safe, clean and tidy at all times.
• Ensure all goods are security tagged, ticketed, handled and stored with due care. During price changes, you act responsibly with ensuring this is carried out within the timeline set by the company.
• Ensure that ticketing is accurate and regularly checked (through cycle checks).
• Ensure that the stock position is accurate (through regular checks).
• Communicate all stock and quality issues with your Department Manager, and in their absence, the Assistant Store Manager.

KPIs

• Service: Meet ACE index score 80%
• Support in the conversion rate for the Store
• Measurable Targets: Sales, Units sold, Average transaction, Cross selling, UPT, HPAD usage, Client creation, Pre selling
• Client development: Support the repurchase rate for the store

Key Competencies

• We are looking for someone who not only is a credible expert in Fine Watches or Jewellery, but also has prior experience working in a high volume, fast paced environment such as Fashion. You will be able to demonstrate expert relationship building capabilities in a luxury retail environment: where you have built long term, loyal and trusted relationships with a diverse portfolio of clients.
• You will have a track record of inspiring and educating your peers: you will be able to share your expert product knowledge with your wider team as well as clients, not only holding your expertise but sharing this with your peers to encourage sales.
• Have passion or expertise in Watches and/or Jewellery
• Have a strong understanding of the luxury retail industry and clientele
• Demonstrate good team spirit
• Be flexible and adaptable, able to sell across other metiers as needed
• Have excellent stakeholder management skills – ability to work collaboratively with a range of teams across GB and Paris
• Demonstrate warmth and empathy, especially with objections
• Able to stay calm under pressure whilst also being versatile
• Act as a true ambassador of the House
• Hold a high level of personal standards
• Have strong admin skills and command of Microsoft Office (Outlook, PowerPoint & Excel)

About Us

Créateur, artisan et marchand d\’objets de haute qualité, Hermès est, depuis 1837, une maison française, familiale et indépendante qui emploie près de 25 185 collaborateurs dans le monde. Animé par un esprit d\’entreprendre continu et une exigence constante, Hermès cultive la liberté et l\’autonomie de chacun grâce à un management responsable. L\’entreprise perpétue la transmission de savoir-faire d\’exception par un ancrage territorial fort dans le respect des hommes et de la nature – source de matières d\’exception. Seize métiers artisanaux irriguent la créativité de la maison dont les collections rayonnent dans près 300 magasins dans le monde.

About the Team

Hermès GB Limited is one of the many subsidiaries branching out from our Hermès International Headquarters in Paris. We operate with over 250 employees, from our Headquarters in London and across ten stores within our retail function in cities such as London, Dublin, Glasgow and Manchester. Hermès really is a truly wonderful place to work. Close relationships, humility and a thirst for team success make the company\’s management style unique. Behind the drive for excellence is a spirit of goodwill in which personal achievement is for the benefit of the group\’s progress, and where everyone shows commitment and passion, depth and lightness in all that they do. Learning and sharing, cultivating one\’s curiosity and capacity to be amazed, innovating and never ceasing to push the boundaries of excellence are all crucial aspects of each individual\’s development, and make up the company\’s principle of continuous learning and passing down of knowledge. Our DNA is built up of People, Passion, Personality and of course, our wonderful Product. This is an exciting opportunity for any professional who is keen to be part of a close team within a dynamic and flourishing organisation. Hermès