CUSTOMER SERVICE Ensure service (personal / procedural) to customers is in line with company standards. Handle customer service, complaints and / or merchandise complaints according to guidelines. Develop CRM data on each customer and kept up-to-date. Contact VIP customers regularly and cultivate new customers as appropriate. Do appropriate customers contacted for promotion / marketing events. IMAGE AND MERCHANDISING Ensure window and in-boutique displays consistently reflect the essence of the seasonal line and are in accordance with the CHANEL image. Ensure the boutique environment is always in optimum condition from cleanliness to maintenance of furniture, fixtures and décor. Ensure the professional image of self and team is in line with the CHANEL image. Supervise all collateral, supplies & stationery are used according to company guidelines. SALES MANAGEMENT Drive and track sales on a daily/weekly/monthly basis by BA to ensure budget / forecast is met. Coordinate personnel schedules. Be responsible of the BA´s commission payments. Analyze variances against sales budget/forecast and take appropriate action. Set targets for telephone calls, appointments and follow-up sessions by Beauty Advisors. Liaise closely with Commercial areas to ensure that the assortment and stock are at optimal levels to achieve targeted sales. Control physical inventory, maintaining and ensuring items are in stock (sellable merchandise and testers). Recommend incentive schemes to maximize sales performance. Promote and supervise optimal execution of remote sales and deliveries. Be responsible of the reporting such as Traffic, type of customers, # of clients registered on the systems etc. Responsible of supplier´s payments. OPERATIONS MANAGEMENT & EFFICIENCY Participate in opening and closing of boutique and its daily processes. Coordinate receipts of merchandise. Coordinate re-tagging for price changes. Coordinate permits for the supplier’s entry and exit from mall. Be responsible for the petty cash. Do biweekly overtime transmission for payroll. Design and review roster to maximize traffic demands / trading patterns / floor coverage Establish procedures to prevent theft / fraud in boutique and ensure staff are effective deterrents to thefts / security breaches. Maintain tight inventory control through regular stock checks and accurate record keeping. Coordinate monitoring of the batch number of products due. Ensure all operational procedures regarding sales, transfers, stock adjustments and all policies are followed. Liaise with Commercial Manager and warehouse to ensure a smooth and accurate transfer of stock when required. Ensure daily sales and appropriate paperwork is accurately completed. Report on customer trends/demands, competitor activity and merchandise movement to Commercial Manager on a regular basis. Responsible of the coordination of all situations regarding the maintenance of the boutiques, including possible damages. TEAM LEADERSHIP Ensure team is motivated and understands CHANEL & boutique mission, vision and values. Work with BA´s to identify individual strengths / weaknesses and develop action plans to build BA´s strengths / address individual needs. Conduct regular meetings to optimize teamwork and problem solving, e.g, morning briefing (max 15 mins daily) Coach BA´s in product knowledge, ECS and sales techniques to improve overall performance. Consistently lead the team with high quality examples / role modeling. Agree performance standards and conduct performance reviews six-monthly. SALES SUPERVISION MULTIPLAZA Supervise all other POS in Multiplaza. Escalate to Commercial Manager any situation regarding Stocks, Image, BA rotation, damage to furniture in Multiplaza. Monitor local competitors, closings and openings of stores & counters. Monitor animation installations with provider and Marketing Department. Constantly suggest improvement to Commercial Manager.
