Purpose of the Role:
You will be a true Brand Ambassador who will be able to interact easily with a variety of customers. You will be a natural promoter of customer service excellence, a key contact across your customer’s journey and experience instore, displaying knowledge and experience across product, store systems and processes. You will be hardworking, dedicated, and swiftly identify the needs of your customer to provide engaging styling options. Your dedication to exceed customer expectations will support the overall store KPI’s, positively contributing to the overall performance through personal productivity, supporting the store management to hold the store in their absence.
Key responsibilities:
• As a supervisory member of the team, you will lead and empower your colleagues, ensuring our customers are at the heart of everything we do.• You deliver an exceptional customer experience, following the Moss Essential Steps of Service, putting the customer at the forefront, actively listening, and confidently offering individual bespoke advice.• You lead with and deliver an exceptional customer experience, following the Moss Essential Steps of Service, putting the customer at the forefront, actively greeting, listening, and confidently offering individual bespoke advice, selling in a professional and passionate way.• You achieve high productivity and motivate colleagues to seize each opportunity to maximise sales and services goals, elevating every interaction, contributing towards our business KPI’s.• You have strong product knowledge for all our services: Hire, Custom Made, Retail, Alterations, Ship from Store and can proactively use this towards tailoring the customer experience, delivering operational best practice to support your DM & SM.• You support management to train store colleagues, utilising the business tools and resources to drive success and encourage peer trust.• Utilise sales and customer data to inform and guide your interactions, ensuring every decision enhances our collective success and customer satisfaction.• You will actively seek opportunities to improve store performance and provide the best customer experience, improving service based on feedback from Fefoo, Mystery Shops and other tools and resources.• You will assist store management by taking ownership of stockroom and back area housekeeping, including receiving deliveries, stock handling, adhering to all stock & cash control procedures to minimise cash loss and stock loss.• You will follow the Appointment process by utilising the appointed platform, ensuring that all customers are contacted prior to their visit and status information is recorded accurately.• You will be accountable for opening and closing the store in the absence of management.• Cashier balancing at the end of the day and ensuring correct procedures are followed.