Scope of Work
To assist the AP House Director and assume his/her responsibilities in case of absence. This includes actively participating in the management and daily operations of the AP House, including sales, customer service, communication, marketing and merchandising, administration. It includes as well channeling constructive feedback to the management to optimize operations and reach results.
Client Leader – Business Development
- Assist the AP House Director in ensuring a customer-driven culture in the AP House by leading with the customers in mind, monitoring and improving the customer experience to create loyalty to our brand and generate growth.
- Through customer knowledge and relationships and in collaboration with the AP House Director, identify and generate growth opportunities (sales & after sales) and search continually for ways to add value and position the AP House for future success. Assist the AP House Director in implementing the efforts to acquire new clients, not only by converting the walk-in clients delivering something new and unexpected each time that they visit, but also by implementing the tactic of client acquisition outside the AP House.
- Build clientele and maintain relationships.
- Collaborate with the AP House Director in identifying local marketing and activities to draw new clients. Attend functions in the absence of the AP House Director to entertain clients.
- Assist the AP House Director in ensuring that the database is used by all team members and that it is maintained and enriched in view of future CRM activities (invitation to events, direct mailing etc.). Document the AP Experience for existing and future VIP clients of both AP House sales and after sales.
- Provide support to the AP House Director in connecting the AP House with the right network of key hotels, clubs, tour guides and operators to build further high quality traffic to the AP House.
- Be the voice of the customer inside AP as the driving force of growth for retail objectives and deliverables.
People Leader
- Support the AP House Director in recruiting, developing, engaging and retaining the right sales and customer service staff to ensure the AP House has the talent best suited for today’s and tomorrow’s success.
- Be a role model, exhibiting uncompromising integrity and commitment to AP’s values and behaviours. Be a team player and promote collaboration.
- Assist the AP House Director in implementing employee development solutions on our customers, company and products.
- Support the AP House Director by offering support and encouragement and by ensuring goals execution and results’ delivery. This means communicating short term objectives to the team (daily, weekly, monthly) in the absence of the AP House Director and organizing action plans with the sales and customer service staff.
- Ensure own continuous development. Continuously develop knowledge on fashion and luxury markets including competition and possess complete knowledge of company history, product, vendors, positioning vs. competition, company procedure and market awareness.
- Communicate effectively both verbally and in writing, cascade information to supervisor and AP House staff.
Operational Leader
- Assist the AP House Director in creating and sustaining the environment which provides superior and best value to the customer. Be responsible for a perfect upkeeping of the AP House at all times:
- Dynamic and positive atmosphere in the AP House
- Clean AP House in every corner is a must
- Know visual display and merchandising guidelines; ensure staff is trained
- Current digital material and music to be displayed during opening hours on supporting hardware
- All current marketing materials (catalogues, books, leaflets) must be stocked and properly used by the whole team
- Staff attire must be impeccable at all times
- Showcases and serving trays must be in mint condition at all times
- Stock must be impeccable at all times (no fingerprints)
- Any renovation/touch up need must be reported to the local office immediately
- Support the Director in AP House operations such as:
- Optimum stock levels at all times
- Security procedures strictly followed as well as real time stock management
- Proper application and use of our policies, processes and systems to manage operations, administration, reporting and forecasting.
- Understand the repair flow process and assist staff with customer service issues including in-store visits or potential difficult repair clients
- Provide floor sales coverage (be an active salesperson while on duty whether working shift alone or with other sales staff present).
- Maintain positive relationships with company’s personnel, ensure regular bi-directional liaison with Management, share best practices with other entities and AP Houses.
- Participate to projects, as assigned by management.
Others
- Maintain optimal communication with the Customer Service Centre