Key Holder

About the role

The Keyholder role is an exciting opportunity to help:

• Fully responsible for all store operations and administration when on a shift without the Boutique Manager or Boutique Assistant Manager
• Ensure that opportunities for improvement and/or any issues or concerns are communicated to the Boutique Manager regularly and in sufficient detail
• Trusted key holder responsible for opening/closing store

Team Management

• Support integration and training of new starters
• Support on-going staff training, coaching and development
• Motivate team to drive sales to achieve store target
• Ensure all staff adhere to Monica Vinader Dress Code and Grooming Guidelines policies
• Ensure staff comply to company policies, procedures and instructions at all times

Customer Service

• Ensure the team deliver a consistent and exceptional standard of customer service
• Greet all clients with a friendly and welcoming demeanour
• Establish client’s needs, offer guidance and advice
• Maintain high level of customer service at all times
• Ability to train and offer all services consistently (Welding, Engraving and Monogramming)
• Mystery shop reports should not be below 75%
• Manage all customer issues following Monica Vinader company guidelines

Clienteling

• Collect and update customer information to ensure efficient use of client book and accurate data capture
• Develop and maintain client relationships in line with Monica Vinader company guidelines
• Assist Marketing with arranging boutique events

Store Operations

• Ensure store is kept clean and tidy at all times and that visual merchandising is maintained in accordance with company guidelines
• Ensure the appropriate processing of: - store maintenance and snagging
• internal/external transfers
• maintaining back stock, trays, packaging and cash desk
• in-store services (including engraving)
• repairs and damages
• Compile and execute all Boutique reports

Cash Handling and Payment Processing

• Ensure sufficient staff training is carried out prior to staff processing payments
• Process payments, refunds and exchanges accurately following company guidelines
• Open/close/reconcile tills daily investigate any discrepancies fully, report issues to Boutique Manager
• Managing petty cash in absence of Boutique Manager

Stock Management

• Adhere to Monica Vinader Stock Management policy
• Report discrepancy/stock loss incidents to Boutique Manager

What you'll bring

• Customer obsessed and always prepared to go the extra mile
• An excellent communicator with strong interpersonal skills
• Proactive, positive and flexible
• Commercially aware and target motivated
• Ability to upsell and link sell
• Ability to build and maintain a client book
• Ability to work well under pressure in a fast paced environment, autonomously or as part of a team

Additional Requirements

• Ability to document your authorisation to work in the United States

Travel Requirements

• Flexibility to travel to other locations within the US as required

Our Aims and Values

• Our mission is to be the leading accessible luxury brand, by delivering outstanding quality, design and customer service.
• We are Customer Obsessed
• We are Caring
• We are Fast Paced
• We are Exceptional
• We are Commercial

Monica Vinader as a global business

• Our jewellery is for everyone and so is our community.
• We commit to celebrating the diverse voices of our employees, partners, and the customers we serve.