Customer Service Manager for Menswear

Job Reference: selfridges/TP/46/925
Number of Positions: 1
Contract Type: Permanent
Salary: Competitive
Working Hours: 37.5
Closing Date: 10/06/2019
Job Category: Retail
Region / Division: Manchester - Exchange Square
Location: Manchester

Know The Role

KEY SKILLS AND AREAS OF RESPONSIBILITY

 

CUSTOMER

 

Deliver an extraordinary customer experience meeting sales & profit targets

Creating an extraordinary selling experience for customers

Consistently meeting customer needs & expectations & initiating improvements whenever possible

 

  • Drive sales through service by working to service proposition for the area and support the DM and SM to deliver
  • Present service action plan to address areas of concern engaging with other stakeholders where required, provide quarterly updates
  • Ensure seamless customer interactions, responding effectively to customer complaints
  • Receive and track customer service and experience measure data (Spotlight) for area reports and analyse stats to enable delivery of action plans, including Concessions
  • Deliver team briefs to upskill on service and selling ceremony
  • Monitor and observe service standards delivering on the spot feedback
  • Take responsibility to deliver service driven workshops Promote customer spotlight and ensure team members are encouraging customers to complete Spotlight surveys
  •  Support with customer complaints INSERT SENTENCE ON CRM FROM SA ROLE AS DECIDED
  • Support the Management team with the rollout of all service initiatives providing feedback as required
  • Take part in service floor walks where necessary
  • Propose incentives to drive service, and get sign off from Sales Manager to implement
  • Attend Divisional Trade meetings for area as required to drive customer service priorities

 

PEOPLE

 

Excite and motivate the team to deliver exceptional product knowledge and service

Welcome new joiners and support the onboarding process

 

  • Consistently feedback to the team on service, through daily briefs and in 1-1’s
  • Coach team members on service standards on a daily basis
  • Escalate unresolved service issues to DM or SM
  • Review Spotlight results with team members and liaise with concessions
  • Drive team member up skilling on all service related topics, ensuring all team members
  • are captured
  • Consistently maintain personal grooming standards and that of the team
  • Prepare and drive own development and Performance Reviews
  • In some locations:
  • Oversee induction of new team members in the area to support the DM

 

 

 

ENVIRONMENT

 

Ensure the full trading window is efficiently resourced and organised to enable delivery of great service

Support DM and SM to ensure the departments are covered to required levels to deliver great service

Ensure departments are legal and compliant, working with facilities on issues that impact service

 

  • Monitor cover levels during opening, closing times and breaks
  • Ensure service focused sales floor coverage at all times, take corrective action to improve coverage when needed e.g. within fitting rooms
  • Monitor cover levels during opening, closing and breaks and escalate any issues
  • Escalate till transactions which require authorisation
  • Spot and respond to issues which impact on the shop floor environment
  • Liaise with facilities on any aspect of environment which impacts on service e.g. bulbs
  • Provide service focused cover as required in the store

 

PRODUCT


Ensure an exceptional brand and product knowledge

Demonstrate an authentic and passionate understanding of brand, product and the competition

 

  • Demonstrate a passion for product
  • Develop strong product knowledge across the store enabling delivery of a high standard of service
  • Build product, sales and services knowledge through attendance at Trade meetings as required
  • Floor walk regularly to understand product ranges and priorities - working closely with Brand Specialists
  • Ensure team members are developing exceptional brand and product knowledge standards enabling them to deliver a high standard of service at all times
  • Role model and encourage upselling within the team