Job Purpose: To serve as WFJ ambassadors in Fashion boutiques
- (Internal) 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
- (External) 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)
- (WFJ items) Demonstrating knowledge and expertise on WFJ & luxury industry, offer WFJ product advice based on WFJ expert knowledge to clients in a way showcases the CHANEL difference, heritage and savoir faire, and provides technical WFJ product information to help clients choose the right piece for them.
Sales & Client Engagement and Experience:
- Day to Day Business
- Support general boutique activities and contribute to overall smooth operations / process
- Welcome all clients with sincerity and generosity and guide them throughout the boutique. Take care and advise clients with the highest standards in mind together with a personalized touch
- Contribute Qualitatively & Quantitatively to WFJ performance (but not limited to) in Fashion Boutique
- Clearly understand his/her business objectives: set the right plan in motion to successfully achieve targets
- Clearly understand business objectives of his/her boutique: assist boutique leadership team and TFJ Expert (if in place) to achieve targets
- Contribute actively to the performance of:
- Client recruitment, conversion and upgrade
- % of WFJ sales in the boutique
- % of Fashion Advisors selling WFJ
- Healthy WFJ product mix including high end segment
- Actively participate in WFJ VM highlighting the products and upholding the brand image
- Client Engagement
- Build a true understanding of client personality, style and lifestyle by showing authentic appreciation and respect
- Set up a privileged relationship based on trust, professionalism and WFJ advise
- Develop client portfolio with support of retail CEM / CEM expert
- Follow up on assigned client portfolio and retain relationship with client in the long term
- Identify and engage new clients with potential (new client from fashion, conversion of after sales clients, reactivation of lapsed WFJ clients)
- Build in-depth client intelligence through accurate and qualitative client data capture
- Proactively share with boutique leadership client feedbacks on products, service standards, client needs/expectations, client experience, client behavior/trends, etc.
- Events
- Participate in various in-boutique & external fashion events and include WFJ products as part of CHANEL allure as appropriate
- 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 striving to expand one's knowledge going beyond CHANEL Watches & Fine Jewelry
- Support Fashion Advisors to reinforce their confidence and develop their knowledge on WFJ, as well as supporting all Fashion Advisors in presenting WFJ products as part of the CHANEL silhouette
- Regularly organize WFJ knowledge sharing including:
- Coaching & on-the-job training for newcomers on WFJ basic
- Novelties/launch sharing, competition review, styling tips and WFJ clientele
- Contribute on developing interest and awareness within Fashion team of WFJ including High End pieces
Take lead on WFJ related boutique operations
- Merchandising: Stock management/status, Movement handling
- Registration Process: New customer, CASS
- After-sales handling
- Job Requirements:
Academic/Professional Qualifications
- Bachelor or Associate Degree
- WFJ related certification holder (e.g. FHH/GIA) is a plus
- Fluent in English is a plus
- At least 4 years of retail or customer service experience
- Previous working experience in fashion or luxury industry is a must
- Demonstrate a professional appearance and alignment with brand values
- Show passion and strong knowledge for products and industry trends
- Deliver exceptional customer service and build client relationships
- Communicate clearly, collaborate effectively, and embrace teamwork
- Understand and respect operational procedures; use relevant systems proficiently
- Exhibit learning agility, adaptability, and a sense of responsibility
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
- Perfect knowledge of WFJ products
- Ability to offer expert advice on WFJ 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
- Basic 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, good communication skills
- Ability to inspire and motivate others
- Open mindedness
- Operations & Business
- Retail Intelligence
- Understanding of Boutique SOP
- Basic knowledge and usage on systems and devices (iPhone, iPad, Computer, etc.)
- Respect the rules
- Learning Agility & Adopt with the times
- Opened 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
- Others
- Language skills: English & Vietnamese
