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”





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”.


Key Accountabilities主要职责:

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



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
  2. To take every opportunity to exceed the customers expectations by being proactive and providing unique moments of truth throughout the service cycle
  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
  4. To plan manpower requirements ahead of time to provide expected standards of service and to build the business on all day parts
  5. To collect feedback from customers and share this feedback with manager/other appropriate people
  6. To handle and resolve customer issues and complaints efficiently and courteously to the satisfaction of the customer
  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


    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
  9. To be proactive in identifying selling opportunities that will help achieve the sales targets and increase the new customer database
  10. To ensure staff are utilizing omni channel technology to encourage cusomters to shop on and offline, to maximize sales
  11. To work with the supervisors to execute company promotions/events to maximize sales potential and profit within their area of responsibility
  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


    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
  15. To be able to communicate confidently the unique selling points and the features and benefits of the product
  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
  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
  18. To demonstrate a desire to understand and communicate the latest trends and fashion to customers and staff



    Housekeeping 内务

  1. To ensure daily housekeeping standards are maintained at all times through regular checks and on job training
  2. To ensure visual merchandise presentation in line with VM Brand Book is adhered to
  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
  4. To ensure cashiering function is performed to a high degree of accuracy
  5. To ensure stock is continually replenished and a full range of items are available for the customer at all times


    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


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


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


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


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


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


  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


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