Sales Associate

Job description

Role Mission
Meet performance expectations and provide excellent customer service to ensure customer satisfaction in alignment with company standards.
Area: Financial/ Economic

Goals

Responsibilities

KPI

1. Sales Targets Achievements

-Finalize sales by embodying the brand and utilizing the BV way to sell (see PRIDE Manual)
-Manage point-of-sale processes including register operation, receiving and processing payments
(if applicable)
-Follow loss prevention procedures

-Store/Individual Sales Targets

2. Maximize the business potential of the stores

- Learn from SM and store team how to maximize business opportunities
- Immediately establish a connection to all the visitors in an effort to understand their needs dedicating more time to potential customers

-% Sales from returning clients
- Store conversion rate

3. Maximize sales by department (category) in line with company strategy

- Use effective selling techniques to maximize sales
- Provide to the SM qualitative customers' feedback on the collection performance

- Individual Sales by dept

Area: People

Goals

Responsibilities

KPI

1. Meet improvement actions defined in Monthly Touch Base

- Actively seek feedback for improvement
- Open to learn from personal experiences as well as experiences of colleagues
- Proactively develop self by absorbing and assimilating feedback received during monthly touch base

- Monthly Touch base
-Annual performance evaluation

2. Contribute to build Team working

- Work in harmony and for the good of the team, collaborate, share information and best practices
- Give support to your colleagues to improve business

- Climate Survey

Area: Process

Goals

Responsibilities

KPI

1. Gather data and enter in CRM Data Base

- Discover additional information: ask the right questions to customers
- Explain the value and the benefit of collecting customer information to the client
- Ensure all client profiles are correct and updated regularly
- Propose action plans

- % of addressable clients - Data quality

2. Uphold respect of Bottega Veneta standard and procedures

Contribute to store image:
- Follow BV standards and guidelines (PRIDE, Visual guidelines, grooming standards, maintenance procedures i.e.)
- Ensure interior and exterior of store is maintained to company standards
- Maintain a clean and tidy work environment

Contribute to operation excellence:
- Inform SM or ASM about maintenance problems or operational issues
- Respect all store administrative duties and legal requirements
- Be vigilant at all times and to avoid stock loss
- Give suggestions for improvement

- Alignment to standard

Internal/External Audit

3. Efficient Use of the Client Book

- Discover new info: ask the right questions to customers
- Explain the value to collect customer information to the client
- Maintain Database updated regularly
- Propose action plans to build long lasting relationships

- % sales from returning clients

- Data quality

4. Stock Knowledge

- Know the stock on a daily basis
- Keep stock info updated through corporate/regional level input and morning meetings about existing and for incoming stocks
- Participate on managing deliveries (unpacking, preparing and re-shelving or storing stock)
- Follow store-to-store transfer requests procedures

- Individual Sales

Area: Market/Customer

Goals

Responsibilities

KPI

1. Know the competitors

- Gather information on competitor activity, visiting competitors, read editorials, magazines etc.

- Monthly Touchbase

2. Build the relationship with/new and existing customers

- Deliver a memorable retail experience through: initial contact (body language and greeting), assessing the client's needs, make the client dream (romance the product), offering excellent after sales service/follow up
- Cultivate customer relationships to stimulate word of mouth and grow client database
- Develop effective communication with customers in order to discover and manage client desires and surpass their expectations
Collect the feedbacks from customers on the collection and provide them to the SM

- Customer retention

3. Deliver excellence in customer service in alignment with PRIDE

- Study and embody BV Service Values and Service Standards and apply PRIDE concepts
- Understand customers needs, ask the right questions, take care, ensure an excellent customer experience
- Assist the customer by recommending and finding the right products within the store
- Accurately romance product features and benefits
- Provide information regarding warranties, product care and maintenance and respond to general customer enquiries received by phone or email
- Ensure any issues concerning customer care are reported to the Store Manager

- Customer surveys

- Mystery shopping