Assistant General Manager | Crystals

Responsibilities

• Lead sales associates to improve overall selling skills and close sales in order to achieve sales goals and KPIs
• Drive sales for an assigned category including partnering with the Store Manager on sell-through, team training on assigned category
• Lead a high performing customer facing and service orientated team
• Coach and provide feedback to the team as necessary to ensure all customers serviced in the store are given the full Burberry Experience in line with brand strategies
• Manage the customer flow to ensure the best possible service and that no client is left unattended
• Set the pace and standard to deliver excellent service to customers
• Coach “in the moment” and after every transaction and client interaction, reach out to associates to talk through the successes and opportunities and ensure proper follow-through on follow up actions
• Lead the integration of new joiners to the business
• Partner with Store Manager and Training to take ownership of Burberry Experience training within the store
• Use morning and weekly meetings to constantly reinforce key elements of the Burberry Experience through role-play, providing tips and talking through difficulties of individual associates
• Resolve difficult customer issues and escalate to management when necessary
• In absence of store management, responsible for processing post-void transactions, authorising promotional discounts and employee sales
• Drive the digital experience in store and use digital resources to communicate whenever face-to-face is not possible
• Hold a good understanding of the business and effectively communicate needs and ideas to bring the business to the next level
• Possess a thorough understanding of company policies and procedures and consistently follow and enforce company guidelines on operations
• Create and maintain an open, positive and harmonious work environment
• Assist with the opening and closing of store which includes securing doors, windows and merchandise, successful alarming of store and POS procedures

Qualifications

• Advanced knowledge of POS system
• Able to handle complex customer service issues; (i.e. dissatisfied customers, complaints, returns, repairs & after-sales)
• Able to use a fluent and professional dialogue with clients and staffs
• Previous experience with Apple mobile devices and comfortable with the use of digital tools
• 1-2 years previous supervisory or management experience in retail sales