Job description
Job Purpose: To serve as WFJ ambassadors in Fashion boutiques
- Engage and Inspire all Fashion Advisors on WFJ products to promote Watches & Precious Jewelry as part of the CHANEL silhouette, while ensuring strong synergy between Fashion and WFJ teams
- Raise WFJ brand equity by displaying passion, confidence and exceptional knowledge of CHANEL expertise in watchmaking and fine jewelry
Key Responsibilities:
Be CHANEL Ambassador: Brand, Creativity, Expertise & Style at all times
- Reflect the image standards of the House: Grooming, Gesture & language. Show warmth, sophistication and refinement in all circumstances
- Create desire and build CHANEL dream by sharing with passion and the art of story telling The CHANEL Difference (Heritage & Modernity, Product Craftsmanship, Unique Brand Positioning)
- (Fashion items) Further inspire the customer through styling advise and commitment to respect her uniqueness while helping her to find in all of our product offering what will truly and intimately fit her
- (WFJ items) Demonstrating knowledge and expertise on WFJ & luxury industry, offer customized and creative WFJ product advice to clients in a way that meets client needs, complements the client’s personality and showcases the CHANEL WFJ pieces, provides technical WFJ product information to help clients choose the right piece for them.
Sales & Client Engagement and Experience:
Contribute Qualitatively & Quantitatively to WFJ performance (but not limited to) in Fashion Boutique
- Clearly understand how he/she can contribute to the business objectives of the WFJ business in the market: set the right plan in motion to successfully achieve targets and work closely with WFJ retail/development managers
- Clearly understand business objectives of each Fashion boutiques in the market: work closely with boutique leadership team and lead TFJ Specialists to achieve targets
- Contribute actively to the performance of:
- High end or complicated products sales
- Slow movers
- Client recruitment, conversion and upgrade
- % of WFJ sales in the boutique
- % of Fashion Advisors selling WFJ
- Influence and suggest creative ways of WFJ VM highlighting the products and upholding the brand image in line with CHANEL VM guidelines
Client Engagement
- Build a comprehensive understanding of client’s background, personality, lifestyle and history with CHANEL and/or other brands
- Able to engage and entertain clients with WFJ knowledge on technical details, trends and CHANEL allure
- Make thoughtful gestures that delights and surprises clients leading to long-lasting trustful relationship that ultimately lead to life-long loyalty to the brand
- Enrich client portfolio with collaboration between retail CEM / CEM expert:
- Identify and engage new clients with potential especially for high end (new client from fashion, conversion of after sales clients, reactivation of lapsed WFJ clients)
- Build in-depth client intelligence to support Merchandising (e.g. Boutique Assortment/ Routing) and Marketing Teams (e.g. Event invitation)
Events
- Serve as the technical expert, a go-to person, for WFJ presentation as a part of various in-boutique & external fashion events
- Participate to High Jewelry events and contribute on developing visibility and awareness within Fashion & WFJ customers
- Collaborate with Fashion Advisors & WFJ Advisors on client identification, treatment and sharing knowledge on clients profile and preferences
Influencing: Knowledge sharing, coaching & influencing the team as the reference of watchmaking and fine jewelry in the boutique
- Be the WFJ expert reference in the boutique by fulfilling the learning path required by the position and by consistently developing expertise using a variety of sources to acquire new knowledge and skills
- Ensure WFJ knowledge of the team, including TFJ Specialists and Retail Learning & Development Partners, is up to date working with individuals to fulfill their development and training requirements
- Regularly organize WFJ knowledge sharing including:
- 1 to 1 Coaching & on-the-job training for Fashion Advisors & TFJ Specialist to elevate the capabilities and WFJ skills development
- Interesting facts to be used as small talk points with clients, objection handling, etc.
- Lead developing interest and awareness within Fashion team and Boutique Management of WFJ including High End pieces
Take lead on WFJ related boutique operations
- Merchandising: Assortment, influence buying, stock optimization
- After-sales, objection, and complaint handling
Academic/Professional Qualifications
- Diploma holder or above
- WFJ related certification holder (e.g. FHH/GIA) is an advantage
- At least 5 years of retail or customer service experience
- Previous working experience in fashion or luxury industry is a plus
Functional Competencies
Brand & Image
- Well Groomed (Sophistication & Refinement)
- Eager to work for luxury retail
- Passion for Luxury watches & Fine Jewelry and Fashion
- Understanding & engagement to the brand direction and values
Product Knowledge & WFJ Expertise
- Knowledge of existing & emerging trends in luxury fashion and WFJ
- Knowledge of Fashion collections
- Excellent knowledge of WFJ products including high end products
- Ability to offer expert advice on WFJ products including complications and high end products
Customer Service
- Strong customer service with appropriate service attitude (warm, friendly, positive & enthusiastic) in alignment with client service values
- Understanding and anticipating customer needs
- Ability to establish relationship with clients and to personalize client journey
- Advanced objection handling skills
- Basic understanding of CEM activities
Teamwork & Communication
- Positive mindset
- Ability to collaborate and work as a team
- Ability to articulate information clearly, excellent communication and persuasive skills
- Ability to inspire and motivate others
- Open mindedness
- Good coaching and training skills
Operations & Business
- Retail Intelligence
- Understanding of Boutique SOP
- Basic knowledge and usage on systems and devices (iPhone, iPad, Computer, etc.)
Learning Agility & Adopt with the times
- Open to learning in various formats (digital, physical, etc.)
- Be curious to learn and test new ideas
- Sense of responsibility and ownership (self-managed)
- Adopt positively to change and embrace technology
At CHANEL, we believe the uniqueness of each individual increases the diversity and vibrancy of our teams, and we foster an inclusive culture so that everyone can perform at their best. We strongly encourage your application, and value the perspective and experience you can bring to CHANEL.
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