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Job Purpos工作目的:

“To deliver an exceptional Lane Crawford experience for every customer and to achieve agreed business unit sales targets by effectively leading and developing the styling team to execute outstanding standards and build sales”

 “为每位顾客提供非凡的连卡佛购物体验并通过有效领导和培养时尚顾问团队执行卓越标准及提升销量来实现约定的部门销售目标。

 

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(30%):

  • To ensure all staff take every opportunity to deliver our service promise – Making every customer feel Great”
    确保所有员工都能抓住机会实现我们的服务承诺——“为每一位客人提供满意服务
  • To demonstrate a desire to understand and communicate the latest trends and fashion to customers and staff
    展现出理解并向顾客和员工传递最新趋势和时尚的渴望
  • To ensure that all sales are followed up with after sales service activities such as reserve, gift wrapping, dispatch and delivery, concierge service
    确保利用售后服务活动跟进所有销售,例如预约、礼品包装、发货和送货及礼宾服务
  • To monitor staff scheduling to ensure there are sufficient staff at all times to provide expected standards of service and to build the business
    监督员工的排班确保始终有足够数量的员工提供符合期望标准的服务并提升业务
  • To ensure all staff understand and promote our Omni  channel experience to every customer
    确保所有员工都能理解并向顾客推介我们的全渠道服务
  • To collect feedback from customers and share this feedback with manager/other appropriate people
    收集来自顾客的反馈并与经理/其它相关人员分享这些反馈
  • To handle and resolve customer issues and complaints efficiently and courteously to the satisfaction of the customer, managing their expectations in a professional manner
    有礼貌地有效处理并解决顾客投诉,让顾客满意

 

Sales销售(30%)

  • To consistently achieve monthly and seasonal personal and team targets set by the company and with the endeavor to try to exceed the target
    始终如一完成公司制定的个人及团队的月度和年度目标并努力超越目标

To communicate sales targets and achievement against targets to the styling team on a daily basis
每日与形象设计团队交流销售目标以及以目标为参照物所取得的成就

To proactively recruit new walk-in customers and cultivate customers to become regular customers with the ultimate goal to increase overall sales
主动招揽新的进店顾客并将顾客培养成为老主顾,最终目标为提高总销售额

To develop customer base through clienteling and VIP promotions
通过客户关系管理及VIP顾客的推广来发展顾客群

To ensure all key data is captured from customers at all times to build client database that can be used for clienteling purposes
始终确保获取所有关键数据信息,为客户建立客户数据库

 

Product Knowledge产品知识 (10%)

  • To proactively and consistently acquire in-depth knowledge of the latest international fashion and lifestyle trends and information and take initiatives to share with the styling team
    始终主动获取有关最新国际时尚、生活方式趋势的深层次知识和信息并主动与形象设计团队分享这些知识和信息

 

Housekeeping内务(10%)

  • To ensure daily housekeeping standards are maintained at all times
    确保始终维持日常内务标准
  • To maintain visual merchandise presentation in line with VM Brand Book
    按照视觉陈列手册维持视觉陈列展示
  • To prevent stock and pilferage by being alert and informing managers / security of potential issues and ensuring sufficient staff on floor at all times
    始终保持警觉并向经理/保安报告潜在的问题以预防存货短缺和盗窃
  • To perform cashiering function to a high degree of accuracy
    高度准确地履行收银的职责
  • To ensure stock is continually replenished to ensure a full range of items are available for the customer
    确保持续补货以保证顾客可以买到所有货品

 

 

Talent Leadership and Development领导力和人才发展(20%)

  • To role model and reinforce the Lane Crawford Vision and Values and Customer Service Promise at all times
    始终以身作则,深化连卡佛愿景及核心价值并履行客户服务承诺
  • To reinforce the LC Heritage, Brand DNA and culture - storytelling and sharing success at every opportunity
    加强连卡佛的历史传统、品牌基因和文化建设 ——抓住一切契机宣传和分享成功经验
  • To provide the necessary leadership, coaching and guidance to your team to ensure commitment to achieve the Department/BU plan and Individual Objectives
    为所在团队提供所需的领导、辅导和指引,确保其致力于达成部门计划和个人目标
  • To personally demonstrate the LC Leadership Competency  behaviours and use these competencies as a tool to coach and develop team members
    展示个人连卡佛领导力风采,利用领导力作为团队成员培训和发展的工具
  • To participate in the PDP process with the DSM, developing knowledge and understanding of team member strengths and development
    与部门销售经理参与整个 PDP 流程,逐渐知晓、了解团队成员的优势和成长契机
  • To build a personal connection with each team member, taking time to understand them as individuals and identify ways to motivate, retain and engage
    与团队的每一位成员进行个性化的沟通与交流,花时间了解他们,确定激励并留住团队成员以及激发成员积极性的方法


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