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Assistant Manager, Appointment Experience
SSENSE
Montreal
Digital Fashion
Full time
Posted 2 weeks ago
Copied
Market: QC - Montreal
Industry Segment: Digital Fashion
Category: Retail Store Management
Seniority: Manager
Job Type: Full time

Marketplace Role

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Job Description

Job Description

Reporting to: Assistant Store Manager, Sales

As an Assistant Manager, Appointment Experience, you will be responsible for maximizing sales productivity at Ssense Montreal. Through our hybrid multi-channel walk-in and walk-in retail models, you’ll train seasoned personal stylists on the culture of customer relations. You will contribute to flawless execution and delivery in line with Ssense Montreal’s promise to its customers, in addition to identifying and resolving issues that may impact the customer experience. You will foster a positive work environment that conveys Ssense brand values ​​and helps achieve both business and financial goals.

Responsibilities

Sales performance — 20%

  • Contribute to the achievement of the sales objectives of the appointment model by leading a high performing, customer-facing and service-oriented team that will provide customers with an experience in line with Ssense Montreal’s brand strategy
  • Coach senior personal stylists to help them improve their selling skills and close deals
  • Ensure sales targets, Kpis and target sell-through rates are achieved for all in-store activations
  • Demonstrate leadership to sales staff by adopting a proactive attitude in store and providing on-site coaching as needed

Customer Experience — 20%

  • Oversee the client experience during scheduled visits 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 Retention:
  • Perform customer journey management during appointment visits, which includes productivity management, presentations, inventory management and after-sales service to ensure an exceptional customer experience
  • Assist in maintaining customer relationships through customer database management and communication with customers to ensure engagement and grow local customer base

Operations — 30%

  • Support the management of personal stylist group pay budgets to maximize productivity [measured in sales per hour] and improve customer experience
  • Support, promote and take responsibility for loss prevention in all areas of risk management, including physical security, store cash management, inventory management and transaction accuracy
  • Ensure compliance of store operations, health and safety measures, and housekeeping and company policies and protocols
  • Analyze inventory planning and report proactively and reactively; maintain a level of inventory on hand, inventory rotation and appropriate inventory flow to meet business objectives
  • Maintain current visual direction by aiming, communicating and ensuring excellent visual presentation standards to drive growth through optimization of assortment and item presentation

Leadership — 30 %

  • Ensure that team leaders, personal stylists and senior personal stylists have the required knowledge, skills and standards
  • Motivate the team to contribute to the achievement of business objectives as well as to materialize the vision and values ​​of the company
  • Recruit, train and develop a talent pool while developing succession plans
  • Participate in the creation and updating of training programs for all levels of the team by providing training and skills development opportunities
  • Build great teams focused on customer satisfaction by continually evaluating the performance of each team member, providing feedback that will encourage the achievement of results, and addressing performance management issues at times timely

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 administration, management or related field preferred
  • Proven track record of building trusting relationships in a multi-channel environment
  • Excellent knowledge of the brands offered at Ssense, including their creative direction, history and technical information specific to their tracks
  • Ability to lift heavy boxes (15 kg)
  • Excellent command of English and French, both spoken and written
  • Good command of the Microsoft Office suite, the Google suite, the Web and It
  • Flexible availability based on store needs, including evenings or weekends

Skills

  • Exceptional interpersonal skills with a natural interpersonal skills facilitating the creation of client relationships
  • Ability to lead, coach and counsel employees to help them achieve their personal and professional goals
  • Customer-focused, problem-solving mindset
  • Understanding of different learning styles and ability to adapt to others
  • Ability to prioritize and drive the achievement of results
  • Ability to lead a dynamic environment while providing exceptional customer service at all levels
  • Excellent technology and mobile application skills

About SSENSE

SSENSE (pronounced [es-uhns]) is a global technology platform operating at the intersection of culture, community, and commerce. Headquartered in Montreal, it features a mix of established and emerging luxury brands across womenswear, menswear, kidswear, and Everything Else.

SSENSE has garnered critical acclaim as both an e-commerce engine and a producer of cultural content, generating an average of 100 million monthly page views. Approximately 80% of its audience is between the ages of 18 to 40. It is privately held and has achieved high double digit annual growth and profitability since its inception.

Assistant Manager, Appointment Experience
SSENSE
Montreal
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Assistant Manager, Appointment Experience
SSENSE
Montreal

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