Watch & Jewelry Concierge — Elevate Sales in London

We are currently seeking a dedicated, dynamic and service-focused Sales & Service Ambassador to join our Harrods Accessories team, with a focus on Watches and Jewellery.

Key Responsibilities

• Provide excellent customer service to all clients, consistently enhancing their experience in store and contributing meaningfully to the store's sales performance and overall turnover.
• Build and develop sales while strengthening client relations through authentic and engaging interactions.
• Act as a true ambassador of the House, bringing its vision to life on the shop floor.
• Support and mentor newcomers, fostering their growth and guiding them as they integrate into the business.
• Shape a dynamic team environment and uphold the high standards expected of the House.

Sales & Service

• Contribute to turnover of store through active selling.
• Demonstrate warmth and patience in all dealings with customers, always displaying a 'can-do' attitude.
• Confidently deal with customer requests and ensure efficient communication throughout.
• Develop knowledge of the after sales support processes.
• Be proactive in familiarising yourself with merchandise to enhance product knowledge and be confident in selling across all metiers.
• Provide qualitative feedback on the product to the store management and merchandising teams.
• Deliver outstanding service to all clients.

Support

• Support newcomers and be a 'go to person'.
• Take on additional responsibilities (e.g. ambassador for VM/CRM/training/digital).
• Regularly contribute in the morning briefs.
• Take responsibility of cycle count results within your metier and come up with solutions to improve.

Client

• Ensure strong customer communication during selling ceremony and in after sales.
• Accurate CRM capture and recording of client data.
• Hold a solid, active client base and continue to enhance this.
• Consistent efforts in clientelling with local clients.
• Begin to gain experience in taking special orders.

Standards

• Active participation in store communications.
• 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.
• Adhere to and uphold House procedures.
• Maintain and uphold VM standards.
• Be fully aware of stock levels within your metier and ensure timely replenishment and organisation.

Training

• Successfully participate in and complete any training provided.
• Develop training skills to share with your colleagues.

KPIs

• 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.
• Reservation.

Client development

• Support the repurchase rate for the store.

Competencies

• Demonstrate good team spirit in the workplace and act as a team player.
• Show warmth and empathy, especially with objections.
• Stay calm under pressure whilst also being adaptable and versatile.
• Act as a true ambassador of the House.
• Hold a high level of personal standards and take initiative where necessary.
• Constructively challenge the norm.
• Show resilience and composure.
• Show dependability (e.g. in stock takes, VM changes etc.).
• Problem solving capabilities.
• Be active, flexible and stay involved.
• Inspire and motivate through attitude and actions.
• Actively contribute to the success of the store with strong sales.
• Lead by example in demonstrating exceptional service standards - actively showing warmth, generosity and simplicity in client interactions.

Job responsibilities and functions are not limited to the above. We as Hermès employees must always ensure that all functions of our position are represented with the highest level of professionalism.