Job Description
Company Description
SSENSE (pronounced [es-uhns]) is a global technology platform operating at the intersection of culture, community, and commerce. Headquartered in Montreal, it features a mix of established and emerging luxury brands across womenswear, menswear, kidswear, and Everything Else.
SSENSE has garnered critical acclaim as both an e-commerce engine and a producer of cultural content, generating an average of 100 million monthly page views. Approximately 80% of its audience is between the ages of 18 to 40. It is privately held and has achieved high double digit annual growth and profitability since its inception.
Job Description
Reporting to the Assistant Manager of Appointment and POS operations, the Key Holder of Appointments operations is responsible for ensuring optimal execution and processes of the appointment model of SSENSE MONTRÉAL. The candidate will supervise the daily accuracy, speed, and efficiency of the appointment inventory flow to enhance and maximize the customer experience before, during and after each point of contact. The candidate will ensure flawless execution through quickly identifying, communicating and addressing issues to deliver best in class customer experience. The candidate will foster a positive work environment that embraces SSENSE brand values and achieving key company objectives. The candidate will coach and mentor the Merchandise Coordinators to continuously grow SSENSE Montreal’s retail business.
Responsibilities
Customer experience - 20%
- Support managing the customer journey through both the visitor and appointment models. Support may include but is not limited to: productivity, presentations, inventory management, transaction processing and after sales service which achieves outstanding customer experiences
- Assist with client issues for resolutions and win-win solutions that enhance customer experiences
Operations - 60%
- Track and achieve appointment model KPIs using the metric dashboard.
- Play an active role in maximizing the Merchandise Coordinators productivity and enhancing the customer experience
- Process and prepare merchandise for the sales floor, communicating new receipts and inbound merchandise with the team.
- Assist with operational and back of house activities, taking ownership for maintaining a high standard of back of house and offsite storage organization.
- Support the point of sale experience by ensuring client transactions are completed accurately and efficiently, leveraging SSENSE Systems and technology as necessary.
- Build strong relationships with the warehouse and technology teams to continuously improve processes to provide the highest quality of customer service.
- Ensure the functionality of technology and security systems in support of the appointment model.
- Support, promote and assume responsibility for loss prevention in all areas of risk management, physical security, store cash controls, inventory management and transaction accuracy.
- Ensure compliance of store operations, opening and closing procedures, health and safety, maintenance and company policies and protocols.
- Maintain current visual direction through identifying, communicating and ensuring highest standards of visual presentation to drive growth through product assortment and presentation optimization
Leadership - 20%
- Ensure the Merchandise Coordinators are equipped with the necessary knowledge, skill sets and standards
- Motivate and engage the team in contributing to the achievement of business goals, as well as the company’s vision and values
- Build and develop best-in-class, client-centric teams. Continually evaluate the performance of the Merchandise Coordinators and provide “in the moment” feedback to ensure results.
- Drive collaboration between the Merchandise Coordinators, selling roles and support roles.
- Conduct training and act as a training ambasador for all levels of the team based on learning opportunities.
Qualifications
- A minimum of 2 years previous supervisory or management experience in luxury retail, hospitality or customer service
- College or University degree in Logistic, Business, Management, or a related field is preferred
- Experience with operating POS system
- Proven experience establishing trusting relationships in an omni-channel environment
- Ability to lift heavy boxes (15kg)
- Excellent written and verbal communication skills in both English and French
- Proficiency in Microsoft Office Suite, Google Suite, Web and computer-savviness
- Hours/days of work can be varied due to the demands of the business
Skills
- Ability to be seen to set a performance example for others to aspire to achieve
- Ability to lead, coach and mentor employees to achieve personal and professional goals
- Ability to measure and manage priorities
- Ability to lead a fast-paced environment, while ensuring an exceptionally high level of customer service across all registers
- Demonstrate a high degree of maturity and integrity
- Highly competent with technology and mobile applications.
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