Sales Associate London Store (M/W) - John Lobb

Position: Sales Associate (Full Time)

Country: UK

City: London

Store: JL & Company, ltd.

About John Lobb

For more than 150 years, John Lobb has prided itself in upholding the highest standards and levels of craftsmanship and design in the creation of hand-made shoes and boots for men. A company of the Hermes group since 1976, the bespoke footwear is still hand-crafted in our workshop in Paris while the ready-to-wear collections are manufactured in our Northampton factory. John Lobb owns a distribution network that includes twenty stores established in eight countries, and works with a highly selective network of partners and authorized retailers around the world.

Store Context

Our London Jermyn Street store is looking for a new Sales Associate. Established since 1995, the store sells ready-to-wear and made-to-order shoes and accessories, and has a total team of four people.

General Mission

This is a sales role dealing with John Lobb's discerning and demanding international clientele. Excel in customer service to all clients. The position entails involvement in all aspects of daily shop life, including dealing with stock and deliveries, after-care services, customer communication and administrative tasks. The successful candidate will be able to maximise sales while patiently delivering the highest level of customer service and building relationships, ensuring customer retention.

Responsibilities

• Sales floor operations
• Act as a member of the sales team offering excellent customer service, maximising sales opportunities and taking pride in developing long-term relationships.
• Ensure clients have a warm in-store experience throughout the journey, demonstrating warmth and patience in all dealings with our customers, always displaying a can-do attitude.
• Develop an in-depth knowledge of all John Lobb products, their features and benefits.
• Ensure that in-store displays are constantly reviewed, follow the guidelines, are relevant and attractive.
• Be confident and proactive in customer interaction, contact customers via different platforms, build up client book and develop new customers, and be a brand ambassador.
• Be familiar and confident in operating the till and payment, including processing exchanges and returns.
• Ensure and participate in excellent after-sales and sales support activities, delivering an outstanding service to clients with a client-centric mindset.

Clienteling

• Ensure strong and professional customer communication during the selling ceremony in store and continue the relationship afterwards.
• Extend the customer experience outside the store digitally.
• Demonstrate a seamless experience for the client in and out of the store.
• Be proactive in managing the client database, consistently capturing CRM data and recording client information.
• Hold an extremely solid, active and local client base to keep a long-term relationship.
• Alongside management, look after clients with special orders and ensure thorough communication with clients and colleagues throughout the process.
• Understand and generate remote sales by communicating on different platforms.
• Participate and collaborate in creating in-store and off-site events.

Styling / Fashion

• Have an interest in fashion and an understanding of trends.
• Be able to advise and style customers, and develop knowledge and curiosity about competitors.

Stock and back-office management

• Maintain constant knowledge of the stock available in the store and elsewhere.
• Ensure stock is properly stored and handled, and bring any stock issues to the attention of the Store Manager.
• Assist with stock taking, take responsibility for regular cycle counts, propose solutions to enhance and improve the process, and be familiar with stock operational procedures.
• Participate in stock ordering, receiving and maintenance processes.
• Handle internal and external transfers and carry out related paperwork correctly following guidelines.
• Assist the Store Manager in monitoring and operating the e-commerce platform, validating orders and conducting shipments.

Miscellaneous

• Contribute to the compilation, maintenance and utilisation of an accurate customer database in support of CRM initiatives.
• Take part in security activities within the company's guidelines and ensure, as far as practicable, that stock or other property is not put at unnecessary risk.
• Liaise with the wider John Lobb team as necessary in support of the store's requirements.
• Undertake projects and responsibilities in the direction of the Manager.

Qualifications

• Previous experience (3 years minimum) in high-end/luxury international retail contexts; experience in the men's sector would be a plus.
• Great client skills; an existing strong client book would be a plus.
• High interest and good sense in fashion and trends.
• Excellent communication skills: written and oral English.
• Fluency in another language would be a strong advantage.
• Some experience of retail administration and a good understanding of CRM, databases and e-commerce would be a plus.

Desired Qualities

• Possess a sophisticated approach to selling and customer relations.
• Show warmth, empathy and confidence in decision making.
• Demonstrate good team spirit in the workplace and act as a team player.
• Be dynamic, flexible and adaptable.
• Be inspired and motivated through attitude and activity.
• Be proactive and focus on performance.
• Possess good problem-solving skills.
• Hold a high level of personal standards and take initiative where necessary.