(Senior) Fashion Advisor
Chanel · Ho Chi Minh City
Job Purpose:
The Senior Fashion Advisor plays an important role in directly engaging the customers to the Brand on a day-to-day basis. They are the Front Face of Chanel: delivering a unique luxurious and inspirational experience to all our Customer, connecting them to our Brand… “selling a style and a dream not merely a product”.
Key Responsibilities:
Uphold the Image of the Brand as a “Front Face” of the Brand:
- Portrays a professional and sophisticated image of personal grooming and etiquette in accordance with the Chanel Standards at all times
- Be constantly aware of verbal (language and vocabulary) and non-verbal (gestures, body language, eye contact) communication
- Personifies the Brand on daily basis: convey Brand Messages, Values and Culture. Convey Passion & Knowledge of the Brand to the Customers.
- Maintain in-boutique display in accordance with VM guidelines and brief from VM team. When applicable, participate on a rotational basis to the window change
- Maintain the Boutique environment in optimum condition from cleanliness to tidiness, from Front of House to Back of House
Sell a Style and a Dream & Build emotional connection with Customers and Brand (personality, lifestyle and Brand heritage) by:
- Serving all customers according to our client service values and fulfill customers' needs through a heartfelt, flexible and tailor-made service.
- Contributing to the customer satisfaction score of the Boutique
- Generating sales & contribute to Boutique performance by always thinking long term, teamwork and Brand.
- Ensuring the highest standards in all aspects of after sales service. Positive mindset, flexibility in understanding customer needs, accuracy in capturing data and timely follow up.
- Getting to know client well enough to understand their style and offer relevant recommendation
- Inspiring clients to discover new ways of basic styling and share basic styling tips
Further engage the client of today and tomorrow:
- Develops own client portfolio with support from CEM in-charge or direct manager:
- Follow up on assigned client portfolio and retain relationship with client in the long term
- Identify and engage new clients with potential
- Build in depth client intelligence through accurate and qualitative client data capture
- Proactively share with Boutique Leadership client feedback on products, service standards, client needs / expectations, client experience, client behavior / trends etc.
- Embrace client-centric mindset as part of daily life execution
Foster Teamwork and Partnership:
- Promote teamwork within the Boutique and with other Boutiques
- Assists to “buddy” new hires on Boutique/operations familiarization and with integration into the Boutique team
- Contribute directly to Watch and Fine Jewelry (WFJ) performance in Fashion and as applicable, partner with WFJ teams to convert Fashion clients to WFJ clients
Support effectively Boutique Day to Day Operations:
- Demonstrate an in-depth knowledge of the collection and merchandise available and arriving at the Boutique
- Work through all Boutique operations and follow the requirements as indicated in the Standard Operational Procedures
- Adhere to Company guidelines to prevent stock losses, pilferage or damage
- Complete appropriate paperwork promptly and accurately
Be brand ambassador – Lead with excellence
- Brand Ambassador & Sales Leader: Consistently inspire and motivate the team to uphold and exceed brand standards. Lead by example to consistently deliver strong sales performance and other KPIs.
- Category-in-charge: Actively observe sales activities on the floor, provide constructive feedback to team members, and collaborate with the management team to support the buys and overall store operations.
- Change Champion: Demonstrate a proactive and positive mindset, embracing and leading change to drive continuous improvement within the team.
- Floor In-Charge Duties: Take responsibility as shift leader when management is absent, including visual merchandising checks, managing staff attendance (in/out), handling customer complaints, and overseeing store opening and closing procedures. Coach and support Fashion Advisors on selling techniques and customer service excellence.
Job Requirements:
Work Experience
- 5–7 years of experience as a Fashion Advisor or Client Advisor; experience in luxury retail is preferred
- Excellent communication and client relationship-building skills
Required Competencies
- Strong background in analysis both quantitative and qualitative
- Strong and engaging communicator
- Strategic thinker
- Curious and continually driver learner
Functional Competencies:
Brand & Image:
- Well groomed (sophistication & refinement)
- Eagerness to work for luxury retail
- Passion for luxury & fashion
- Understanding & engagement to the Brand direction and values
Customer Service:
- Strong customer service with a good service attitude (warm, friendly, positive & pleasant)
- Good social skills: for internal and external (outgoing, small talks…)
- Good product & collection knowledge
- Basic objection handling skills
- Understanding and anticipating customer needs
- Interpersonal skills incl. flexibility & adaptability
- Basic understanding of CEM
Builds Relationships:
- Team spirit and collaborative
- Communication skills
- Open mindedness
Operations & Business:
- Refined and engaging selling skills
- Retail intelligence
- Boutique SOP understanding
- Able to explain the product trends
Shows Curiosity:
- Opened to learning and resist the temptation to become defensive in the face of adversity
- Sense of responsibility and ownership (self-managed)