How will you make an impact? HOW WILL YOU MAKE AN IMPACT?
Your role is to maximize all sales opportunities and manage operating costs to drive profitability at the Dunhill concession within Harrods. You will ensure the retail environment delivers superb, industry-leading customer service in accordance with the brand codes, providing an effortless and smooth daily operation across all services.
Sales, KPIs & Business Acumen:
1. Being commercially aware and responsible to sales trends
2. Developing business initiatives with a forward-thinking approach to ensure sales targets are maintained and maximised in line with overall commercial objectives
3. Achieve store sales and KPIs targets set by General Manager
4. Drive productivity across the concession by analysing conversion rates, UPT, ATV, and customer data to identify deficiencies and opportunities
5. Develop relationship with Harrods personal shopper team to create new sales opportunities
6. Utilize the available marketing materials (CRM) to maximise brand loyalty in order to drive sales
7. Accelerate client recruitment through ROI driven acquisition strategy with individual action plan
Customer Service:
8. Deliver a strong client experience and client satisfaction, measured through NPS and CSAT
9. Responsible for execution of the Dunhill experience
10. Lead by example; ensuring the team use the Maison's voice at all times
11. Setting standards that exceed the benchmark for customer service within luxury retail
12. Handle client complaints efficiently to the highest standard and in accordance with store’s policies
13. Ensure the team are fully conversant with the history of Dunhill
People Management & Leadership:
14. Engage the team through strong leadership, setting objectives and ensuring everyone is fully aware of their role and responsibilities
15. Ensure effective recruitment and selection is conducted to achieve highest level of staff
16. Foster collaboration and maintain trust through fair and consistent management of the team
17. Identify and resolve employee issues in a professional manner
18. Develop and train team members' skills and knowledge to improve performance
Operations:
19. Ensure operational efficiency within both front and back of house, adapting when needed
20. Adherence to all retail operational and security procedures, as well as Harrods operating and security protocols
21. Maintain up-to-date knowledge of all products and technical information
22. Ensure the store's health, safety, maintenance and visual standards
23. Cascade company communication to all members of the store team
24. Manage stock control and operational procedures in the store and keep shrinkage levels below target
HOW WILL YOU EXPERIENCE SUCCESS WITH US?
25. Well-rounded background in retailing luxury goods and delivering exceptional customer service
26. Significant retail management experience within a luxury retail environment
27. Experience of working in a high-end department store environment
28. Commercial awareness of the luxury market
29. Experience of dealing with high-profile clients from different cultures and backgrounds
30. Confident working in target/sales-driven environments; analysing reports and converting analysis to tangible action plans
31. A strong understanding of luxury products including leather, menswear, writing instruments, and jewellery
32. Understanding of all pricing mechanisms
33. Numeracy skills, with attention to detail
34. A strong leader with a professional and amiable attitude
35. Excellent interpersonal and stakeholder management building skills
36. Self-motivated, calm under pressure, self-organised, capable, assertive and determined to succeed
37. An active interest in luxury lifestyle
WHAT MAKES OUR GROUP DIFFERENT?
Our true power does not lie in our similarities but in the rich diversity of our arts, cultures, and human skills, as well as our specific ability to foster untapped potential.
38. We value freedom, collegiality, loyalty, and solidarity
39. We foster empathy, curiosity, courage, humility, and integrity
40. We care for the world we live in
YOUR JOURNEY WITH US:
We aim to provide a valuable recruitment process, allowing you to gain exposure to some key decision makers and influencing individuals:
41. Initial screening call with Richemont Talent Team
42. Interview with the Hiring Manager
43. Interview with the HR Manager
DISCOVER DUNHILL: