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Customer Engagement Specialist

2 months ago

SaintBrieuc, Bretagne, United States Lovisa America LLC Full time

TEAM MEMBER

POSITION OVERVIEW AND KEY PERFORMANCE INDICATORS

ROLE:
Team Member

DIVISION:
Retail Operations

REPORTING TO:
Store Manager

DUTIES & RESPONSIBILITIES

CUSTOMER INTERACTION
Deliver outstanding service to every client by utilizing the Sell with Style approach.


Effectively address all customer concerns, ensuring satisfaction by actively listening, comprehending the issue, and providing a solution.

Share insights on products to enhance customer styling experiences.

Conduct customer bag checks as necessary.

SALES PERFORMANCE


Maintain a thorough understanding of the store's daily, weekly, and monthly sales objectives and monitor progress regularly.

Contribute to the overall success of store sales and performance metrics.

Document sales hourly in the store diary.

Continuously strive to improve all company Key Performance Indicators (KPIs).

Utilize all resources within the store diary to meet KPI targets.

EAR PIERCING SERVICES
Understand the correct operation of the mechanical stud and clasp ear device.

Provide safe and hygienic ear piercing services to clients.

Be aware of the procedures for potential exposure to bloodborne pathogens.

VISUAL MERCHANDISING AND STORE MAINTENANCE
Assist in visual merchandising and maintaining store cleanliness.

Implement all floor updates, range changes, and promotions according to the planogram.

Complete sale setups in accordance with promotional guidelines.

Ensure signage is accurate and current as per the Lowdown and planogram.

Conduct 'time to shine' (morning cleaning) and 'recovery' (end of day merchandising) tasks daily.

Maintain a clean and organized store environment for customers at all times; order cleaning supplies as needed.

Report all maintenance issues through the 'Service Desk' within 24 hours.

Keep the backroom organized and free of stock.

Perform regular store inspections to identify any safety concerns.

INVENTORY MANAGEMENT
Ensure stock is processed in line with company standards.

Restock products into ranges promptly upon delivery within 24 hours.

Conduct daily/weekly stock audits by the end of the week.

Refill products from storage every day.

Organize excess stock according to company standards.

Ensure all damaged products are repaired immediately and returned to the sales floor.

CONFIDENTIALITY AND PRIVACY
All non-repairable items must be scanned out on the same day they are identified.

Execute visual merchandising and promotional directives effectively.

BRAND REPRESENTATIVE
Present yourself according to the current company Style Guide.

Wear the designated team piece during every shift.

Maintain a professional demeanor at all times.

COMMUNICATION
Read, comprehend, and act on all points in the Lowdown and any company communication notifications.

Keep open lines of communication and utilize the Store Diary daily.

Respond to phone inquiries within 24 hours and emails within 48 hours.

ADDITIONAL RESPONSIBILITIES
Adhere to all aspects of the Employee Manual.

Follow all guidelines outlined in the Security Manual.

Stay informed about all policies and procedures.

Maintain security awareness as per company policy.

Utilize daily cash-up sheets to ensure cash register accuracy at all times.

Be adaptable, proactive, and open to coaching.

Work hours as scheduled within retail hours.

Complete other tasks and special projects as assigned.

KEY PERFORMANCE INDICATORS
Sales growth compared to last year.

Average Dollar (Ave $) above company benchmark.

Items per sale (IPS) above company benchmark.

Add-On sales at 15% and above.

LOLA completion at 90% or higher.

10 Plus 1 Culture Commitments:
Positive attitude.

Customer Experience focus.

Respect for all.

Commitment to Continuous Improvement.

Effective Communication.

Cost Awareness.

Accountability.

Team Collaboration.

Trust Building.

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