Customer Service & Support Jobs in Hong Kong, Hong Kong S.A.R. (Now Hiring) — 138 open — Page 6

Founded in 1913 in Italy, the Prada Group was built on a tradition of excellence and with a vision of innovation. The Group, a world leader in the luxury sector, operates in more than 45 countries with the PRADA, Miu Miu, Versace, Church’s, Car Shoe and Luna Rossa brands, and has employees of over 100 nationalities.

Job summary/purpose

As the Store Manager, you are a passionate Brand Ambassador and a business leader, who conveys the Brand philosophy and values to the local market, the Store team and to the final Client.

You are a driven business owner and you hold yourself accountable for achieving a successful overall store performance, seamlessly executing all activities to achieve the targets.

You guarantee excellence in Client experience, by being present on the sales floor and leading by example to placing the Client above all.

You are a motivating and inspiring leader; you coach and work closely with your team to achieve their sales target, maximizing all the commercial opportunities. You mentor and develop your team by working closely with them; you set them up for success through succession planning and ensuring internal growth.

You ensure that Company policies and procedures are proactively put in place while managing all operational activities related to your Store.

Responsibilities

Leading the Business

• Drive Store Team to exceed Financial targets and maximize sales performances, determining the success of the entire store
• Propose and develop action plans, through careful analysis of performance
• Drive the Store team to exceed their KPI targets, including cross selling and up selling among product categories
• Represent the Company within the local market, identifying opportunities to increase foot flow, attracting new Clients and building loyal relationships with the brand
• Be present on the sales floor, ensuring highest standard of approach and service to Clients.
• Foster the Omni Channel awareness among the team, as well as encourage and support the team in using digital tools to improve the relationship with clients and achieving the business
• Foster the E-commerce channel development through a timely response to orders received, always delivering a high standard of service
• Meet store operating budgets by monitoring store expenses
• Provide effective product feedback based on store needs, and participate in the buying session when requested

Client Development

• Place the Client above all, leading by example to create a welcoming environment and to ensure the Team strives to meet their every need and request
• Foster a Client centric mindset developing and maintaining solid Client relationships and enforcing meaningful after sales experiences
• Guarantee an excellent Client satisfaction and the highest level of Client service through the execution of the “Brand Selling Ceremony”
• Seamlessly manage the store’s local VIC’s, proposing the most appropriate and tailored actions to develop their loyalty and spend
• In partnership with other corporate functions, implement clienteling initiatives and events, securing Client loyalty and increasing Client spending
• Proactively identify opportunities to gain new Clients in order to grow store sales
• Foster a strong private appointment culture among the team
• Proactively manage any customer complaints to ensure client relationship is maintained with positive outcome

Team Management   

1. • Act as a strong Staff motivator, promoting team spırıt through effective communication, and cultivating a positive and energetic environment, even to the eyes of the Client
   • Encourage the exchange of information within the team and proactively develop morning briefing on specific topics 
   • Master fully all company tools and applications including IT and digital, and ensure team is constantly informed of relevant updates
   • Understand the needs and priorities, train and inspire the Store team on product knowledge, sales techniques, Client Services, and Company policies and procedures 
   • Identify talents within your team to propose for internal development opportunities, sharing the proposal with the Retail Operations Manager in order to define the correct development processes
   • Guarantee team development through coaching and follow-ups on individual action plans;
   • Attract and recruit the best talents available on the market through networking and scouting
   • Ensure strong cooperation between front and back of house to guarantee efficient operations

Boutique Care

1. • Lead by example to ensure the Team operate with the highest level of care and respect for the Product, evident in every ceremony or procedure
   • Ensure display attracts Clients and maximizes sales, in accordance with Company guidelines – proactively seek VM and MD support based on store needs
   • Guarantee an effective and efficient care of Company’s assets
   • Ensure enforcement of Company procedures on cash activity, inventory, logistics and all main reporting activities requested by head office
   • Provıde feedback and suggestions when necessary to the Visual Merchandising and the Retail Merchandising departments

Events Organization

1. • Cooperate with the Retail Head Office for the organization of local events  defining a challenging and realistic target per Client
   • Guarantee excellence in standards and service during store events
   • Propose opportunities for local events in partnership with local Stakeholders and Influencers

These activities are intended to be illustrative and not exhaustive.

Joining our Company means working in a creative and international environment, with teams of people motivated by curiosity and the quest for excellence. The engine of our success is the importance and value that we place on the talent and passion of our people leading to their own professional growth.
Prada Group promotes an inclusive work environment, ensuring equal opportunities for all candidates, regardless of gender, ethnicity, sexual orientation, disability, or other personal characteristics. We believe that diversity is a value and we are committed to build a fair and respectful workplace for all.