Job
Description
Roles and Responsibilities
Job Title : Personal Shopper
Reports to : Unit Head
Dept : Store Operations
JOB PURPOSE:
Summarise in one statement why the job exists; and how it contributes to the overall Mission/objective of the organisation.
Personal Shoppers provide expert advice : they extend the highest level of customized and personalized customer service to individual shoppers by exhibiting advanced knowledge in products and trends -Delights customers with high standards in service and via all other levers in retail & in doing so , converts them to a Shoppers Stop loyalist
2. PRINCIPLE ACCOUNTABILITIES
List the expected end results that must be achieved in order to fulfil the job purpose and the activities that help in achieving these results.
EXPECTED END RESULTS
MAJOR ACTIVITIES
- Guide our customers to look Awesome.
- You help them become more fashionable.
- Delight Customers with a great Shopping experience
- Highest level of customized and personal customer service possible to individual shoppers.
- Provide advanced knowledge of products, services, and trends.
- Become trusted consultants for shoppers to given them enhanced buying experience.
- Lead each client through their shopping experience, guiding them to products and services that are particularly suited for their needs and desires.
- Follow-up, follow-through with customers and keep your commitments in order to maintain strong relationships.
- Use tact to find out the budget you need to work within.
- Listen well and communicate clearly
- Show initiative to make sure you meet customers needs
- Personal Shoppers provide expert advice and give the highest level of customized and personal customer service possible to individual shoppers. By giving personalized attention and providing advanced knowledge of products, services, and trends, they become trusted consultants for shoppers who want an enhanced buying experience.
- Increased Customer Satisfaction
Increased buying Frequency of High Value Customers.
Usage of IPAD & CRM Module for Feedback and Appointments
- Motivate the customers to visit your store often (generate appointments) and make purchases frequently by driving the relationship with their clients using mail, e-mail, telephone and face-to-face communications.
- Lead each client through their shopping experience, guiding them to products and services that are particularly suited for their needs and desires.
- To be the single point of customer service before, during and after the sale for your clients, by appropriate follow-up, follow-through and fulfilling commitments in order to maintain strong relationships.
- Increased sale
- Increased Average Bill Value
- Increased Items per Ticket of Target Customers
- Increased in number of Transaction
- Institutionalize Relationship building
- Maintain the appointment levels, contribution to sales by suggestive selling and upselling using their expertise and in-depth knowledge of both the customer and the current offerings.
- Focus on increasing the Item per ticket and Average Bill Value
- Increase in no of Transaction by 20% per day LTL
- Regular phone Calls on feedback and Update on Products Offering and Wishing on Anniversary and Birthdays.
- Increase in membership base and converting them in to FC
- Documentation
- Educate non-members about the membership programs and encourage them to convert in to FC.
3. MAJOR CHALLENGES
Describe the major challenges in the job.
- Customer Engagement
- Keep self-updated on latest style and fashion trends
- Recommending Customers what suits them best, and convincing them on the same.
4. KEY DECISIONS
Describe 1 or 2 typical decisions to be made, in the course of the job.
Decision to recommend customer apparels and brands, size and fit etc.
5. INTERACTIONS
List the job roles that you interact with inside or outside the company to enable you to meet your accountabilities)
INTERNAL (Roles or teams you need to interact with internally in the organization on a daly basis)
Unit Head
Retail Ops Manager
Dept Manager
Customer Care Associates
Brand Staff
EXTERNAL (Roles you need to interact with outside the organization on a day to day basis)
Customers / High Net Worth Customers /VIPs
Desired Candidate Profile
RELEVANT EXPERIENCE
Min 3 4 years of retail sales experience, for external hires- Good track record of sales success, preferably with the same types of products or a similar industry or Cabin Crew in airlines.
Freshers from Relevant Fashion Institutes / Finishing B-Schools can be considered.
SKILLS AND KNOWLEDGE
State the minimum acceptable proficiency for this job. Do not state incumbent-specific information
EDUCATIONAL QUALIFICATIONS
Minimum12th Pass - Fashion/ retail or industry - -related degree / Graduation will be preferred.
RELEVANT EXPERIENCE
Min 3 4 years of retail sales experience, for external hires- Good track record of sales success, preferably with the same types of products or a similar industry or Cabin Crew in airlines.
Freshers from Relevant Fashion Institutes / Finishing B-Schools can be considered.
Contact Details:
Email ID:- Goa_UHR@shoppersstop.com
Contact No.:- (+91) 7972650930