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NEW求人番号：Job-00252352 掲載日：2023-09-28Italian Luxury Fashion House700 - 1000 万円 東京 営業＆マーケティング リテール
- MISSION OF THE JOB:The candidate will be responsible for improving the sales and customer relationship management skills within our boutiques, motivating the sales team to increase the perception of the customer experience. ROLE & RESPONSIBIITY :The Field Coach will be based in Tokyo with direct reporting to the Retail Manager/Director for Japan.
The constant alignment of the planning of activities and the execution of the dynamics on the sales floor with the WW Retail Training team will be fundamental.
Main purpose will be to evaluate the different levels of retail execution and to plan a performance evolution path for each member of the sales team, in full agreement with the management line of the Boutique, and WW Retail Training Team.
Skills development will take place through constant supervision in the sales floor in a dynamic of constructive feedback provided both on the job and in structured interviews. The roll-out of the Field Coach ranges from sales techniques to customer relationship management, including boutique procedures and CX levers such as special merchandise projects, product capsule contents, omnichannel strategies and familiarity with the use of the tools provided.
You will spend about 80-90% of your time in stores, between coaching and in-store learning.
COACHING & LEARNING AT THE HEART OF TEAM PERFORMANCE:Lead a culture of in-store coaching. You will observe interactions with clients on the floor and through active listening and questioning, you will coach individual team members to draw out their own solution to improve and develop.
You will be the main sponsor of the completion rate of each user of the e-learning platform directly managed by the WW Retail Training team.
You will facilitate the embodiment of the Mystery Visit Campaign strategy and analytical reports on results, identifying effective action-plans for overcoming execution gaps.
You will be the main sponsor for the Store managerial line in the application of effective communication methodologies to be planned: morning meeting and activation of training sessions on the sales floor.
You will support store management teams in building individual coaching plans after performing gap analysis , and in coaching their teams on selling skills through coaching the coach.
Provide on-going feedback to Store Managers and Retail Manager on the performance/progress of individual team members.
Leverage on Client Experience Benchmark results to coach individuals and support the store to improve areas of weakness.
Ensure all training is recorded.
Facilitate on-boarding of new employees.
Ensure a consistent on-boarding for all new
Liaise with HR to ensure proactive planning for new employees.
Ensure regular liaison with trainees, giving feedback on progress to the individual, their manager and HR during onboarding and induction.
General duties not specifically related to learning.
Act as a platform for sharing of experience / best practices among the stores on coaching initiatives/programs.
Lead by example in terms of the company’s policies and procedures.
Exemplary personal service and brand grooming standards
NEW求人番号：Job-00246076 掲載日：2023-09-24Global luxury brand600 - 800 万円 東京 営業＆マーケティング リテール
- Your opportunityThe goal of this role is to be part of the team to support our brands through Ecommerce project.
How you will contribute Within the Client Service of client Group and reporting to Omni-channel & Client Services Manager,Team leader is commited to :Manages and support the client advisors in Japan
Strengthen relationships with clients and stores
Deliver an enriching client experience on every interaction and across all channels (phone, email, chat, social medias) in a timely and professional manner
Guide each client across brand’s values, by assuming a listening attitude to gain a strong understanding of the clients and their needs
Build a long-lasting relationship of trust
Act as Brand ambassador.
Ensure an exceptional and personalized Client Experience by telephone, live-chat and email, with a “Client Centric” approach.
Master and respect Brands’ E-commerce and Retail Excellence standards and policies.
Master and respect Brands’ tone of voice in all communications with the Clients.
Master Brands’ products and DNA.
Ensure a unique and customized client experience.
Follow-up and liaise with other departments to meet Client requests.
Gather Client feedbacks and requests to support a continuous improvement of the Client experience and enrich the Group’s strategy.
Understand individual and team KPIs.
求人番号：Job-00253853 掲載日：2023-08-31外資系小売り業経験者必見です!600 - 700 万円 東京 営業＆マーケティング リテール
求人番号：Job-00250774 掲載日：2023-07-06French luxury goods800 - 1000 万円 東京 営業＆マーケティング リテール
- KEY RESPONSIBILITIES
1: Focus on the local Strategy
Define the local market strategy by generating new and creative ways to stimulate client loyalty, traffic to boutiques, client experience and sales conversion from service
Ensure proper execution of the Client Service & Experience policy to be in line with Central standards
Propose and take part in all projects development regarding Services in our Boutiques, including Boutique design, flow and experience
Plan, lead and implement projects and services to improve repair service flow and processes according to Brand standards. Lead and manage Brand-specific CS topics
Implement and coordinate the International Service Policy (pricing and repair policy, use of marketing elements such as client treatment programs and other drivers of client loyalty and sales generation)
2: CS Team Management and People Development
Lead and animate the Brand CS community (>30 people)
Supervise, coach, and develop 3 team members within the office CS team
Set up individual objectives for team members
Plan, execute, and oversee the training and coaching of BTQ staff in regards to service matters
Collaborate closely with BTQ CS managers (leaders) to strengthen CS community in Japan
Participate in the recruitment and integration of CS Associates in BTQ when requested
3: Pilot the CS activity, monitoring, analysis, and reporting
Analysis: proceed with appropriate analysis of boutique CS performance and KPI results, and all necessary actions plans to ensure optimal performance and service
Reporting: ensure the follow up for main indicators linked to CS
Ensure client satisfaction in boutique by controlling delays, return unrepaired rates, sales and service guarantees, turnover, discounts & gratuities, service lead-times, preapproved value rates, and sales conversion
Monitor stock management follow-up (ROs inventories, spare parts, CS tools used in BTQ, etc.)
Monitoring of CS costs & adjustments to LE/BU
Provide quality feedback to local and Central CS (Brand and its' Maison) as well as manufacturing teams
Collaborate regularly with other departments and boutiques to execute and maintain the status quo of Brand services
4 : Client Experience
1. Client Experience BarometerCoordinate the experience Barometer process: Liaise between Brand International, local Retail teams and management, Learning and Development team, and boutiques to ensure proper service quality
Analyze, define, and implement relevant action plans according to client feedback
Product related client complaint management
Animate and optimize the local CS commercial claim management processAssist in the resolution of complaints received in boutiques in collaboration with the platform
Ensure that the balance between Brand policy and client treatment is always consistent in the decisions and actions taken
Leverage service tools such as personalization, Courtesy watch lending services, Treatment plans to provide the best possible service experience
5: Brand liaison with the Maison Customer Service
Build and ensure a strong relationship and collaboration with the local Richemont repair center team regarding quality of service, as well as the proper application of Brand rules and policies
Ensure execution of brand policies and treatment plans, while improving performance and managing client issues
Liaise and collaborate with Brand HQ CS and Richemont CS for Client Services procedures and enhancement
Be the CS representative for Japan, actively participating in worldwide meetings and collaborative events
求人番号：Job-00248348 掲載日：2023-06-15経験と語学力を活かして活躍500 - 600 万円 東京 営業＆マーケティング リテール