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Asst. Department Sales Manager

日期: 2019-2-12

地点: 上海, CN

公司名: Lane Crawford (Hong Kong) Limited

“To Own the Global Asian Luxury Customer”

“赢得全球奢侈品市场亚洲客户”

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Job Purpose工作目的:

 “To deliver an exceptional Lane Crawford experience for every customer. To assist the Department Sales Manager in the day to day operations of their respective department and deliver optimum results by leading and developing their teams to execute outstanding standards, build sales, implement company policies and control costs”.
“为每位顾客提供非凡的连卡佛购物体验,协助部门销售经理在各自部门的日常运营工作,通过领导和发展团队执行最高标准、增加销售、实施公司政策和控制成本,从而实现最优结果。”

 

Key Accountabilities主要职责:

In addition to following Lane Crawford’s policies and procedures, key accountabilities include, but are not limited to:

除遵守连卡佛的政策和程序外,主要职责包括但不限于:

 

Customer Service客户服务

  1. To deliver consistent, friendly and responsive service and ensure the Lane Crawford standards of service are consistently executed at all times
    提供始终如一和真诚的快速响应服务,确保贯彻执行连卡佛的服务标准
  2. To take every opportunity to exceed the customers expectations by being proactive and providing unique moments of truth throughout the service cycle
    抓住一切契机,在整个服务周期内始终积极主动为顾客带来独一无二的真实体验,从而提供超出顾客预期的服务
  3. To ensure that all sales are followed up with after sales service activities such as reserve, gift wrapping, dispatch and delivery, concierge service every time
    确保利用售后服务活动跟进所有销售,例如每次预约、礼品包装、发货和送货及礼宾服务
  4. To plan manpower requirements ahead of time to provide expected standards of service and to build the business on all day parts
    提前制定人力配置计划,为顾客提供符合标准的服务,全天候促成业务
  5. To collect feedback from customers and share this feedback with manager/other appropriate people
    从顾客处收集反馈,并与经理/其他适当人员进行分享
  6. To handle and resolve customer issues and complaints efficiently and courteously to the satisfaction of the customer
    有效且礼貌的处理和解决顾客问题和投诉,确保顾客满意
  7. To implement a departmental plan, based on Mystery Shopper Feedback, to improve customer satisfaction across all channels and increase their loyalty to Lane Crawford
    按照“神秘顾客反馈”实施部门计划,提高顾客满意度,并提升顾客对连卡佛品牌的忠诚度

     

    Sales & Profit销售及盈利

  8. To achieve agreed monthly sales and average transaction value targets for area of responsibility and communicate achievement against targets to the sales team on a daily basis
    在所负责的区域内达成既定月度销售目标和平均交易价值目标,并每天与销售团队对目标和实际达成情况进行对照
  9. To be proactive in identifying selling opportunities that will help achieve the sales targets and increase the new customer database
    积极主动发现销售机会,促进销售目标的达成,并扩大新顾客群
  10. To ensure staff are utilizing omni channel technology to encourage cusomters to shop on and offline, to maximize sales
    确保员工使用全渠道技术鼓励顾客在线购物或线下购物,抓住每个机会促进新销售。
  11. To work with the supervisors to execute company promotions/events to maximize sales potential and profit within their area of responsibility
    与主管共同合作,开展公司的促销/活动,尽可能挖掘所负责区域的销售潜力并提高利润
  12. To communicate and work with CBO/Marketing/CRM on the logistics and planning for all promotions/events to ensure they are executed to standard and according to plans.
    与CBO /Marketing/CRM部门沟通物流和计划等事宜,并合作开展所有促销/活动,确保其顺利按标准按计划实施
  13. To communicate regularly with Central Warehouse and follow agreed procedures to ensure smooth distribution of merchandise at all times
    与中央仓库定期沟通,并按照既定程序确保商品在始终都能顺利配送

     

    Product Knowledge 产品知识

  14. To be able to provide the customer with product information that will enable them to make an informed decision about the item they wish to purchase
    能够向顾客介绍时尚趋势和产品知识,让他们做出有关自己希望购买的产品的明智决定
  15. To be able to communicate confidently the unique selling points and the features and benefits of the product
    能够自信地介绍产品的独特卖点、特点及好处
  16. To actively use this product knowledge to provide mix and match ideas for the customer and to up-sell to maximize the sales value
    积极运用产品知识向顾客提供有关产品组合和搭配的意见并向他们销售更多商品以尽可能增加销售额
  17. To identify and facilitate opportunities for additional training in product knowledge and mix and match to maximize the selling opportunities of each member of staff
    尽可能为每个员工培训产品和混搭知识,增加该员工的销售机会
  18. To demonstrate a desire to understand and communicate the latest trends and fashion to customers and staff
    乐意了解最新的趋势和时尚,并与每位顾客和员工进行交流

     

     

    Housekeeping 内务

  1. To ensure daily housekeeping standards are maintained at all times through regular checks and on job training
    通过定期检查和岗位培训,确保始终维持日常内务标准
  2. To ensure visual merchandise presentation in line with VM Brand Book is adhered to
    确保按照视觉陈列手册维持视觉陈列展示
  3. To prevent stock and pilferage by being alert and working with the Store Manager and security on potential issues and ensuring sufficient staff on floor at all times
    保持警觉并向店铺经理/保安报告潜在的问题以预防存货短缺和盗窃,确保前场始终都配备足够的员工
  4. To ensure cashiering function is performed to a high degree of accuracy
    确保高度准确地履行收银的职责
  5. To ensure stock is continually replenished and a full range of items are available for the customer at all times
    确保持续补货以保证顾客始终可以买到所有货品

     

    Company Culture and Values企业文化与价值

  1. To fully engage and live by the Lane Crawford Vision, Passion, Learning, Collaboration (PLC) Values, and deliver our Customer Service Promise at all times

    充分实践连卡佛愿景,热情,学习,协作的价值观以及领袖守则,并时刻传递客户服务承诺

  2. To build collaborative working relationships with your colleagues to ensure the achievement of the Company Business Plan, your department and individual objectives

    与同事建立协作关系确保达成公司业务计划,部门及个人目标

  3. To reinforce Lane Crawford Heritage, Brand DNA and culture - through storytelling and sharing successes at every opportunity

    强化连卡佛传承,品牌基因及文化-通过抓住每个机会分享故事及成功经验

  4. To personally demonstrate the Lane Crawford Leadership Code Behaviours and use these as a tool to coach and develop team members and colleagues

    展示个人连卡佛领袖守则行为并将其作为工具运用于指导及发展团队成员和同事

  5. To fully participate in the PDP process, developing knowledge and understanding of your team member strengths and development opportunities using PDP Tools

    参与绩效发展计划的全部流程,并通过其拓展知识并了解团队成员的优势和发展契机

  6. To take appropriate corrective action (in consultation with HR Department) with employees who do not achieve required standards of performance and behaviour

    对未达到标准绩效及行为标准的员工实施适当的纠正措施(可咨询人力资源部)

  7. To build a personal connection with each team member, taking time to understand them individuals and identify ways to motivate, retain and engage them

    与部门各成员建立联系,花时间了解每位成员并发现激励,保留,推动他们每个人的方法


职位细分: Sales Management, Housekeeping, Warehouse, Database, Sales, Hospitality, Manufacturing, Technology

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