Reporting to: Assistant Store Manager, Sales

As Assistant Manager, Sales, you will be responsible for maximizing sales productivity at SSENSE Montreal. Through our hybrid multi-channel walk-in and walk-in retail models, you will mentor Personal Stylists and Assistant Personal Stylists in maintaining customer relations. You will contribute to flawless execution and delivery, in line with SSENSE Montreal’s customer promise, in addition to identifying and addressing issues that may impact the customer experience. You will foster a positive work environment that supports SSENSE brand values ​​and helps achieve both business and financial goals.

Responsibilities

Sales performance – 20%

• Contribute to meeting appointment model sales goals by leading a high-performing, customer-facing, service-oriented team that delivers a customer experience consistent with SSENSE Montreal’s brand strategy
• Support Personal Stylists and Assistant Personal Stylists to help them improve their overall sales skills and close deals
• Ensure sales targets, KPIs and sales for all in-store activations are met
• Demonstrate sales leadership to staff by playing an active role in store during sales and providing on-site coaching as needed

Customer experience – 20%

• Oversee the customer experience in relation to appointments to ensure the highest quality of service before, during and after the appointment
• In partnership with the Assistant Store Manager, Sales and the Assistant Manager, Customer Experience and Customer Retention:
• Perform customer journey management using walk-in and walk-in models. This management includes productivity, presentations, inventory management and after-sales service to ensure an exceptional customer experience.
• Assist in nurturing customer relationships through customer database management, customer communications and customer engagement to grow the local customer base

Operations – 30%

• Support the management of stylist group pay budgets to maximize productivity [measured in sales per hour] and improve customer experience
• Support and take responsibility for and raise awareness of loss prevention in all areas of risk management, including physical security, in-store cash management, inventory management and transaction accuracy
• Ensure store operations, health and safety measures, housekeeping and company policies and protocols are compliant
• Proactively analyze, communicate and react to inventory planning and maintain proper inventory on hand, inventory turns and inventory flow to meet business objectives
• Maintain current visual direction by targeting, communicating and ensuring continuity of the highest standards of visual presentation to drive growth by optimizing product assortment and presentation

Leadership – 30%

• Ensure that keyholders, personal stylists and assistant personal stylists have the necessary knowledge, skills and know the standards to be respected
• Motivate the team to contribute to the achievement of business objectives, the vision and the values ​​of the company as well as to participate in them
• Expand, train and develop the talent pool, while developing succession plans
• Create and update training programs for all levels of the team by providing training and skills development opportunities
• Build and grow the best customer-centric teams in the industry. Constantly assess the performance of each team member, provide feedback to ensure results and promptly address performance management issues

Qualifications

• A minimum of three years of management experience in a high volume customer and retail operations environment
• College or university degree in fashion, business, management or related field preferred
• Proven track record of building trusting relationships in a multi-channel environment
• Excellent knowledge of the brands for sale at SSENSE, including their creative direction, history, and technical information on their pieces
• Ability to lift heavy weights (15 kg)
• Excellent written and oral communication skills in French and English
• Expertise in Microsoft Office Suite, Google Suite, Web and It
• Hours and days of work may vary due to business needs

Skills

• Exceptional interpersonal skills with a natural talent for developing client relationships
• Ability to lead, coach and counsel employees to help them achieve their personal and professional goals
• Customer oriented personality with strong problem solving skills
• Ability to understand different types of learning and ability to adapt to others
• Ability to measure and manage priorities
• Ability to lead a dynamic environment while providing exceptionally high quality customer service at all checkouts
• Advanced skills in the use of technology and mobile applications