Job Purpose: The Fashion Advisor plays an important role in directly engaging the customers to the Brand on a day-to-day basis. They are the Front Face of Chanel: delivering a unique luxurious and inspirational experience to all our Customer, connecting them to our Brand... "selling a style and a dream not merely a product".
Key Responsibilities: Uphold the Image of the Brand as a "Front Face" of the Brand:
Portrays a professional and sophisticated image of personal grooming and etiquette in accordance with the Chanel Standards at all times
Be constantly aware of verbal (language and vocabulary) and non-verbal (gestures, body language, eye contact) communication
Personifies the Brand on daily basis: convey Brand Messages, Values and Culture. Convey Passion & Knowledge of the Brand to the Customers.
Maintain in-boutique display in accordance with VM guidelines and brief from VM team. When applicable, participate on a rotational basis to the window change
Maintain the Boutique environment in optimum condition from cleanliness to tidiness, from Front of House to Back of House
Sell a Style and a Dream & Build emotional connection with Customers and Brand (personality, lifestyle and Brand heritage) by:
Serving all customers according to our client service values and fulfill customers' needs through a heartfelt, flexible and tailor-made service.
Contributing to the customer satisfaction score of the Boutique
Generating sales & contribute to Boutique performance by always thinking long term, teamwork and Brand.
Ensuring the highest standards in all aspects of after sales service. Positive mindset, flexibility in understanding customer needs, accuracy in capturing data and timely follow up.
Getting to know client well enough to understand their style and offer relevant recommendation
Inspiring clients to discover new ways of basic styling and share basic styling tips
Further engage the client of today and tomorrow:
Develops own client portfolio with support from CEM in-charge or direct manager:
Follow up on assigned client portfolio and retain relationship with client in the long term
Identify and engage new clients with potential
Build in depth client intelligence through accurate and qualitative client data capture
Proactively share with Boutique Leadership client feedback on products, service standards, client needs / expectations, client experience, client behavior / trends etc.
Embrace client-centric mindset as part of daily life execution
Foster Teamwork and Partnership:
Promote teamwork within the Boutique and with other Boutiques
Assists to "buddy" new hires on Boutique/operations familiarization and with integration into the Boutique team
Contribute directly to Watch and Fine Jewelry (WFJ) performance in Fashion and as applicable, partner with WFJ teams to convert Fashion clients to WFJ clients
Support effectively Boutique Day to Day Operations:
Demonstrate an in-depth knowledge of the collection and merchandise available and arriving at the Boutique
Work through all Boutique operations and follow the requirements as indicated in the Standard Operational Procedures
Adhere to Company guidelines to prevent stock losses, pilferage or damage
Complete appropriate paperwork promptly and accurately
Functional Competencies: Brand & Image:
Well groomed (sophistication & refinement)
Eagerness to work for luxury retail
Passion for luxury & fashion
Understanding & engagement to the Brand direction and values
Customer Service:
Strong customer service with a good service attitude (warm, friendly, positive & pleasant)
Good social skills: for internal and external (outgoing, small talks...)
Good product & collection knowledge
Basic objection handling skills
Understanding and anticipating customer needs
Interpersonal skills incl. flexibility & adaptability
Basic understanding of CEM
Builds Relationships:
Team spirit and collaborative
Communication skills
Open mindedness
Operations & Business:
Refined and engaging selling skills
Retail intelligence
Boutique SOP understanding
Able to explain the product trends
Shows Curiosity:
Opened to learning and resist the temptation to become defensive in the face of adversity
Sense of responsibility and ownership (self-managed)
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