BALENCIAGA Client Ambassador (Beijing SKPACC Store)

Main Responsibilities

A BUSINESS DEVELOPER

• Achieve sales targets, quantitative and qualitative goals and KPIs with a focus on locals and returning clients
• Constantly develop client’s database through Luce app with a significant share of VIC and VVIC
• Develop individual sales through OTO appointments and clienteling actions
• Deal with and report all situations regarding client requests and complaints to the Management Team
• Provide high quality feedback regarding clients to the Management Team
• Keep informed on business environment, fashion trends and fashion related events across the country and share with colleagues
• Closely work with stock team to ensure product availability to meet client requests
• Provide feedback to Store Management and the Merchandising Team regarding assortment and best/slow sellers to maximize sales opportunities

A BRAND PROMOTER (CLIENTS)

• Ensure seamless execution of the omnichannel client journey
• Present Balenciaga universe and signature, by giving details on collections and inspirations with a storytelling approach, when needed
• Give tailor-made advice, listen to client’s expectations and answer requests
• Build client portfolio and constantly improve segmentation
• Engage all clients on product and brand values to develop a long-term relationship
• Constantly liaise with VIC and VVIC clients to keep them engaged and build long-term relationships
• Propose ad-hoc clienteling initiatives to Store Management to retain VIC and VVIC   
• Execute with expertise both product presentation guidelines and clienteling attention
• Follow the guidelines provided by HQs regarding the client journey and loyalty program
• Maintain display and organization of all areas respecting the visual merchandising standards

A TEAM PLAYER

• Consistently provide the highest level of professionalism and expertise in all behaviors including communication and teamwork
• Work with all internal and external stakeholders, with a service-oriented, collaborative, available and versatile approach
• Facilitate teamwork in all situations by assisting colleagues to provide client experience and achieve goals
• Act as a point of reference of the department/store by welcoming newcomers and mentoring colleagues with less seniority
• Support the Store Management Team with field coaching of other team members on all OCJ and operational fundamentals
• Participate in achieving sustainability goals

A PROCESS SUPPORTER

Can perform all FOH activities and most BOH duties without supervision or inputs

• Process client transactions at the cash desk (in-store and distant sales, M-xstore)
• Promote and execute omnichannel services in store
• Receive and process store deliveries
• Prepare and organize deliveries and shipments to clients
• Execute and follow up on all processes related to Retail Excellence without supervision (front, back of house and team)
• Contribute to front and back of house operations (stock control and inventories)
• Able to transfer her/his knowledge of company procedures and processes to colleagues

Depending on store organization, can also support

AFTER SALES  

• Execute omnichannel after sales policy providing the highest standards and follow up on the administrative side
• Constantly provides feedback to Store Director / Operations Manager

Internal Key relationships

Store Management

Store Sales Team

Store BOH Team

Retail Manager

Client Engagement Team

Merchandising/Buying Team

VM Team

Accounting

Key Experiences

If promoted internally: S/He has successfully completed all training programs required to evolve to the Client Ambassador role. S/He has consistently demonstrated the capacity to generate strong sales through clienteling actions.

S/He has successfully completed at least 2 years’ experience at Balenciaga

If hired externally: S/He has demonstrated relevant previous sales experience with a minimum of 3 years