Job Purpose: To serve as WFJ ambassadors in Fashion boutiques
(Internal) Engage and Inspire all Fashion Advisors on WFJ products to promote Watches & Precious Jewelry as part of the CHANEL silhouette, while ensuring strong synergy between Fashion and WFJ teams
(External) Raise WFJ brand equity by displaying passion, confidence and exceptional knowledge of CHANEL expertise in watchmaking and fine jewelry
Key Responsibilities:
Be CHANEL Ambassador: Brand, Creativity, Expertise & Style at all times
Reflect the image standards of the House: Grooming, Gesture & language. Show warmth, sophistication and refinement in all circumstances
Create desire and build CHANEL dream by sharing with passion and the art of story telling The CHANEL Difference (Heritage & Modernity, Product Craftsmanship, Unique Brand Positioning)
(WFJ items) Demonstrating knowledge and expertise on WFJ & luxury industry, offer WFJ product advice based on WFJ expert knowledge to clients in a way showcases the CHANEL difference, heritage and savoir faire, and provides technical WFJ product information to help clients choose the right piece for them.
Sales & Client Engagement and Experience:
Day to Day Business
Support general boutique activities and contribute to overall smooth operations / process
Welcome all clients with sincerity and generosity and guide them throughout the boutique. Take care and advise clients with the highest standards in mind together with a personalized touch
Contribute Qualitatively & Quantitatively to WFJ performance (but not limited to) in Fashion Boutique
Clearly understand his/her business objectives: set the right plan in motion to successfully achieve targets
Clearly understand business objectives of his/her boutique: assist boutique leadership team and TFJ Expert (if in place) to achieve targets
Contribute actively to the performance of:
Client recruitment, conversion and upgrade
% of WFJ sales in the boutique
% of Fashion Advisors selling WFJ
Healthy WFJ product mix including high end segment
Actively participate in WFJ VM highlighting the products and upholding the brand image
Client Engagement
Build a true understanding of client personality, style and lifestyle by showing authentic appreciation and respect
Set up a privileged relationship based on trust, professionalism and WFJ advise
Develop client portfolio with support of retail CEM / CEM expert
Follow up on assigned client portfolio and retain relationship with client in the long term
Identify and engage new clients with potential (new client from fashion, conversion of after sales clients, reactivation of lapsed WFJ clients)
Build in-depth client intelligence through accurate and qualitative client data capture
Proactively share with boutique leadership client feedbacks on products, service standards, client needs/expectations, client experience, client behavior/trends, etc.
Events
Participate in various in-boutique & external fashion events and include WFJ products as part of CHANEL allure as appropriate
Participate to High Jewelry events and contribute on developing visibility and awareness within Fashion & WFJ customers
Collaborate with Fashion Advisors & WFJ Advisors on client identification, treatment and sharing knowledge on clients profile and preferences
Influencing: Knowledge sharing, coaching & influencing the team as the reference of watchmaking and fine jewelry in the boutique
Be the WFJ expert reference in the boutique by fulfilling the learning path required by the position and striving to expand one’s knowledge going beyond CHANEL Watches & Fine Jewelry
Support Fashion Advisors to reinforce their confidence and develop their knowledge on WFJ, as well as supporting all Fashion Advisors in presenting WFJ products as part of the CHANEL silhouette
Regularly organize WFJ knowledge sharing including:
Coaching & on-the-job training for newcomers on WFJ basic
Novelties/launch sharing, competition review, styling tips and WFJ clientele
Contribute on developing interest and awareness within Fashion team of WFJ including High End pieces
Take lead on WFJ related boutique operations
Merchandising: Stock management/status, Movement handling
Registration Process: New customer, CASS
After-sales handling
* Job Requirements:
Academic/Professional Qualifications
Bachelor or Associate Degree
WFJ related certification holder (e.g. FHH/GIA) is a plus
Fluent in English is a plus
At least 4 years of retail or customer service experience
Previous working experience in fashion or luxury industry is a must
Demonstrate a professional appearance and alignment with brand values
Show passion and strong knowledge for products and industry trends
Deliver exceptional customer service and build client relationships
Communicate clearly, collaborate effectively, and embrace teamwork
Understand and respect operational procedures; use relevant systems proficiently
Exhibit learning agility, adaptability, and a sense of responsibility
Functional Competencies
Brand & Image
Well Groomed (Sophistication & Refinement)
Eager to work for luxury retail
Passion for Luxury watches & Fine Jewelry and Fashion
Understanding & engagement to the brand direction and values
Product Knowledge & WFJ Expertise
Knowledge of existing & emerging trends in luxury fashion and WFJ
Knowledge of Fashion collections
Perfect knowledge of WFJ products
Ability to offer expert advice on WFJ products
Customer Service
Strong customer service with appropriate service attitude (warm, friendly, positive & enthusiastic) in alignment with client service values
Understanding and anticipating customer needs
Ability to establish relationship with clients and to personalize client journey
Basic objection handling skills
Basic understanding of CEM activities
Teamwork & Communication
Positive mindset
Ability to collaborate and work as a team
Ability to articulate information clearly, good communication skills
Ability to inspire and motivate others
Open mindedness
Operations & Business
Retail Intelligence
Understanding of Boutique SOP
Basic knowledge and usage on systems and devices (iPhone, iPad, Computer, etc.)
Respect the rules
Learning Agility & Adopt with the times
Opened to learning in various formats (digital, physical, etc.)
Be curious to learn and test new ideas
Sense of responsibility and ownership (self managed)
Adopt positively to change and embrace technology
Others
Language skills: English & Vietnamese