TFJ Expert

Job description

Job Purpose: Convey the unique positioning of CHANEL watches “the Allure of time” to drive Watch and Fine Jewelry (WFJ) performance in designated boutiques / local boutiques, inspiring and engaging all fashion advisors to promote watches as part of the CHANEL silhouette, grooming the Timepiece and Fine Jewelry (TFJ) community, and providing concrete feedback & analysis to product team and marketing team on WFJ business in Thailand.

Key Responsibilities:

Uphold the Image of the Brand as a Brand Ambassador

·  Act as a Role Model in portraying a professional and sophisticated image of personal grooming and etiquette in accordance with the Chanel Standards at all times
·  Be constantly aware of verbal (language and vocabulary) and non-verbal (gestures, body language, eye contact) communication
·  Personifies the Brand on daily basis: convey Brand Messages, Values and Culture. Convey Passion & Knowledge of the Brand to the Customers and to the Teams
·  Maintain the boutique environment in optimum condition from cleanliness to tidiness, from Front of House to Back of House
·  Respect of guidelines & yearly Visual Merchandising (VM) plan under VM team supervision
·  Ensure all products categories are well displayed using appropriate props
·  Renewal of props when necessary
·  Maintain in-boutique display in accordance to VM guidelines and brief from VM team

Sell a Style and a Dream &  Build emotional connection with Customers and Brand (personality, lifestyle and brand heritage) by :

·  Act as a role model in serving all customers according to our Client Service Values and fulfill customers' needs through a heartfelt, flexible and tailor made service
·  Follow through the Selling Ceremony from Welcoming to Product Storytelling to Closing
·  Contribute to the Mystery Shopping and Customer Satisfaction score of the Boutique
·  Generate sales & contribute to Boutique Performance by always thinking long term, teamwork and Brand.
·  Collaborate closely with the Ready-to-wear (RTW) specialists during Mix & Match opportunities (style exercise, events, new launches)
·  Support all Fashion advisors (FA) in presenting watches as part of the CHANEL silhouette
·  Ensure highest standards in all aspect of the after sales service. Positive mindset, flexibility in understanding customer needs, accuracy in capturing data and timely follow up
·  Carry-out simple interventions : bracelet sizing, change of bracelet, time-setting, cleaning
·  Ultra & Camellia: Maximization of Fine Jewelry (FJ) performance using cross selling opportunities Watches/FJ and Fashion/FJ
·  High Jewelry: participate to High Jewelry events and contribute on developing visibility and awareness within Fashion customers
·  Support FA and TFJs in handling difficult customer complaints, and help escalation process to Deputy Head of Boutique (DHOB) when needed

Coaching and Knowledge sharing

·  Support FAs to reinforce their confidence and develop their knowledge on WFJ
·  Support new comers on basics (collection, movements, CHANEL expertise): on-the-job training, coaching
·  Promote teamwork within the boutique and with other boutiques
·  Value team achievement over personal achievement
·  Act as a role model through proactive and positive mindset with problem solving approach
·  Buddy with FAs and TFJs to transmit operational knowledge on floor

Further engage the client of today and tomorrow :

·  Provide concrete feedback and analysis to product team and marketing team
·  Develop own client portfolio with support of Retail Client Engagement Manager (CEM) :
·  Follow up on assigned client portfolio and retain relationship with client in the long term
·  Identify and engage new clients with potential
·  Build in depth client intelligence through accurate and qualitative client data capture
·  Proactively share with Boutique Leadership client feedback on products, service standards, client needs / expectations, client experience, client behavior / trends etc.
·  Embrace client-centric mindset as part of daily life execution

Support effectively Boutique Day to Day Operations

·  Demonstrate an in-depth knowledge of the merchandise
·  Work through all boutique operations and follow the requirements as indicated in the Standard Operational Procedures
·  Notably, adhere to Company guidelines to prevent stock losses, pilferage or damage
·  Act as Floor in Charge in absence of Supervisor
·  Prepare monthly reports on Watch and FJ sales in the boutiques
·  Stock takes on a regular basis
·  Quality check on a regular basis
·  Pieces from the stock to be sent to the workshop when necessary (polishing, repair)
·  Participate actively in topic discussion during morning briefs and share product knowledge (New launch…)
·  According to overall business context, propose and give idea boutique incentive animation, measurement and monitoring

Academic / Professional Qualifications

·  Bachelor degree graduate

Work Experience

·  At least 3 years of retail or customer service experience
·  Previous working experience in fashion or luxury industry is a plus