At a Glance
- Tasks: Support retail operations and deliver exceptional client experiences in-store and online.
- Company: Join a luxury fashion brand known for its innovative approach and collaborative culture.
- Benefits: Gain valuable experience in a dynamic environment with opportunities for growth.
- Other info: Adaptable role with daily challenges and a focus on operational excellence.
- Why this job: Be part of a team that values creativity and client satisfaction in the fashion industry.
- Qualifications: Bachelor’s degree preferred; experience in luxury retail and strong organisational skills required.
The predicted salary is between 30000 - 40000 £ per year.
Purpose of the role
This role will support the day-to-day functions of retail operations and administration to facilitate exceptional client experience in store. This varied role will require direct communication with our store and head office teams to deliver operational excellence and synergy across the commercial teams. The role will also require an aptitude for client services and the agility to support across our digital ecommerce platform when necessary, liaising directly with clients. The role will demand great attention to detail, clear and professional communication and an enjoyment of problem solving. Key skills will include adaptability, excellent organisation and time management.
Responsibilities
- Client service
- Support with client enquiries via email, live chat and phone effectively, offering an exceptional client experience and in line with the Phoebe Philo tone of voice.
- Respond to client enquiries within company SLA.
- Be confident and able to engage and handle face-to-face client interactions.
- Process client refunds.
- Work closely with CS and production to coordinate timely NFC tag uploads.
- Support department in achieving business KPIs: monitor high value transactions and clients with high potential, high return rate clients and potential clients of interest.
- Build strong relationships across all departments to manage clients’ enquiries and issues proactively.
- Report any shipping and delivery issues to the logistics team and monitor resolution.
- Stock and Inventory
- Manage daily stock requests and transfers between stores.
- Monitor non-sellable orders for retail stores (hangers, garment bags, packaging, swing tags, receipt holders, CRM cards).
- Create shipping labels and prepare shipments.
- Process RTV’s and ensure efficient reception of deliveries.
- Perform weekly inventory cycle counts to ensure stock integrity.
- Investigate and resolve discrepancies.
- Monitor daily financial reconciliation files across stores and ensure sales figures align.
- Investigate any discrepancies between the POS and ERP.
- Upload seasonal product data into concession portals.
- Retail Excellence
- Liaise with store teams about stock needs, repairs, deliveries, production queries and timelines.
- Support the retail stores in their day-to-day needs.
- Support the production of retail excellence guides and training materials.
- Communicate consistently with line manager: feedback on store needs and suggest improvements in SOPs.
- Other
- Carry out daily ad-hoc duties as they may arise and adapt to business needs.
Measures of Success
Smooth running of daily operations reflected positively in business KPI’s across retail in store performance improvement. Demonstrable retail and operational excellence in stores. Accurate stock inventory across retail store network and private client department. Reduction in shrinkage in periodic stock takes. Client services department resolution time and refund processing consistently within SLA. A constant and steady high standard of client experience delivered across all channels.
Qualifications, Skills, Experience Required
Bachelor’s degree in business, fashion or a related field preferred. Understanding of and experience working in a luxury retail store environment. Proficiency in Microsoft Office, Excel is a priority. Interest in fashion and design. High level of multi-tasking and the ability to prioritise with a sense of urgency. Team player with a collaborative mind set and enthusiasm. Excellent organizational skills and time management.
Client Services and Operations Assistant employer: Phoebe Philo
As a Client Services and Operations Assistant, you will thrive in a dynamic and supportive work environment that prioritises exceptional client experiences and operational excellence. Our company fosters a collaborative culture where your contributions are valued, offering ample opportunities for professional growth and development within the luxury retail sector. Located in a vibrant area, we provide a unique chance to engage with both clients and colleagues, ensuring that every day brings new challenges and rewards.
StudySmarter Expert Advice🤫
We think this is how you could land Client Services and Operations Assistant
✨Tip Number 1
Get to know the company inside out! Research their values, culture, and recent news. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! Whether it's face-to-face or over the phone, being clear and professional is key. Try role-playing with a friend to get comfortable handling client interactions.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you successfully resolved issues. This will demonstrate your adaptability and ability to handle challenges.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re proactive and keen on joining our team!
We think you need these skills to ace Client Services and Operations Assistant
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the Client Services and Operations Assistant role. Highlight your client service experience and any relevant retail operations knowledge to show us you’re the perfect fit!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you’re passionate about this role and how your background aligns with our values. Don’t forget to mention your love for problem-solving and attention to detail!
Showcase Your Communication Skills:Since this role involves a lot of communication, make sure your application showcases your ability to communicate clearly and professionally. Whether it’s in your CV or cover letter, let us see your tone of voice shine through!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team!
How to prepare for a job interview at Phoebe Philo
✨Know the Company Inside Out
Before your interview, take some time to research the company’s values, mission, and recent news. Understanding their tone of voice, especially in client interactions, will help you align your responses with what they’re looking for.
✨Showcase Your Client Service Skills
Prepare examples from your past experiences where you’ve successfully handled client enquiries or resolved issues. Highlight your ability to communicate clearly and professionally, as well as your knack for problem-solving.
✨Demonstrate Your Organisational Skills
Be ready to discuss how you manage your time and prioritise tasks. You might want to share specific tools or methods you use to stay organised, especially when juggling multiple responsibilities in a fast-paced environment.
✨Ask Insightful Questions
At the end of the interview, don’t shy away from asking questions. Inquire about the team dynamics, how success is measured in the role, or what challenges the department is currently facing. This shows your genuine interest and helps you gauge if it’s the right fit for you.
