Reporting to the Assistant Manager, Client Retention, the Client Retention Coordinator is responsible for making all clients feel welcomed and valued, interacting meaningfully with visitors and the city, initiating the broader service offering that connects them via the SSENSE point of view. They actively build relationships through providing exceptional service that embody the character of SSENSE, its retail concept, cultural positioning, and offering before, during and after their visit at SSENSE MONTRÉAL. The candidate will foster a positive work environment that embraces SSENSE brand values and achieves key company objectives.
Customer experience - 30%
- Cultivate genuine and loyal client relationships through client database management and engagement before, during and following client visits.
- Resolve any escalated customers’ issues as necessary, provide appropriate solutions and alternatives within a reasonable time frame; follow up to ensure resolution.
- Offer seamless communication and follow-through on client requests to drive the ultimate experience
- Coordinate our extended special services such as but not limited to our holds, alterations, dry cleaning, cobbler, consignment, etc.
- Assist when necessary with visitor model operational activities, taking ownership to meet the promise to customers.
- Coordinate with Customer Care, Personal Shopping and Communication teams to continuously improve processes and provide the highest quality of customer service
Customer retention - 40%
- Participate in tracking the development of stylist clienteling books and client behaviour/profiling to increase client engagement
- Coordinate the allocation, execution and tracking of the Loyalty Program to increase retail client retention and satisfaction rates such as Client gifting, Hospitality services, Sales incentives and In-store events
- Execute personalized and unique styling experiences through providing exceptional customer interactions.
- Cultivate genuine and loyal client relationships through client database coordination, hosting special services, communication and engagements that grow customer base.
Operations - 20%
- Support with Brand launches, capsule collections & in-store activations
- Support loss prevention in all areas of physical security, inventory management and transaction accuracy.
- Ensure compliance of store operations, health and safety, maintenance and company policies.
- Maintain current visual direction through communicating and ensuring highest standards of visual presentation.
Team leadership - 10%
- Participate in building and developing best-in-class, client-centric teams
- Support with driving the collaboration between the selling roles and support roles
- A minimum of 1 year professional experience in luxury retail, hospitality or customer service
- College or University degree in Hospitality Management or a related field is preferred
- Excellent knowledge of the labels carried by SSENSE including creative direction, history, and technical garment information
- Excellent written and verbal communication skills in both French and English, other languages an asset
- 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
- Exceptional interpersonal skills with a natural ability to build relationships with clients
- Detail-oriented with strong time management and organizational skills
- Team player with strong collaboration skills
- Ability to work in a fast-paced environment, while delivering high level of customer service
- Demonstrate a high degree of maturity and integrity
- Highly competent with technology and mobile communication applications
