Reporting to the Assistant Manager of Appointment operations, the AppointmentCoordinator is responsible for the process and operations behind the appointment model for SSENSE Montreal. The candidate will deliver on accuracy, speed and efficiency of the appointment inventory on a daily basis. The candidate will ensure flawless execution through quickly communicating and addressing issues to deliver best-in-class customer experiences. They will foster a positive work environment that embraces SSENSE brand values and achieves key company objectives.
Responsibilities
Customer experience - 20%
- Support the customer journey of visit and appointment-based models. Ensure an outstanding customer experience is achieved by leveraging presentations, inventory management and after sales services
- Maintain excellent knowledge of the labels carried by SSENSE including creative direction, history, and technical garment information
Operations - 70%
- Achieve individual appointment-model KPIs using the metric dashboard.
- Maximise productivity and enhance the customer experience as measured by UPH, Perfect Appointment Rate and Appointment Unit Conversion Rate.
- Process and prepare merchandise for the sales floor, communicating new receipts and inbound merchandise with the team.
- Assist when necessary with operational activities, taking ownership for maintaining a high standard of back of house and offsite storage organisation.
- Build strong relationships with the warehouse team that continuously improve processes and provide the highest quality of customer service.
- 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
- Drive collaboration between the Appointment OperationsCoordinators, selling roles and support roles.
- A minimum of 1 year previous operation experience in luxury retail, hospitality or customer service
- College or University degree in Logistic, Business, Management, or a related field is preferred
- Experience with operating POS system
- Ability to lift heavy boxes (15kg)
- Excellent written and verbal communication skills in both English and French
- 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
- Detail-oriented with strong time management and organizational skills
- Team player
- Customer-oriented with strong problem solving 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 applications.
