Job Description

Job Purpose To serve as WFJ ambassadors in Fashion boutiques

• (Internal) Engage and Inspire all Fashion Advisors on WFJ products to promote Watches & Precious Jewelry as part of the CHANEL silhouette, while ensuring strong synergy between Fashion and WFJ teams

• (External) Raise WFJ brand equity by displaying passion, confidence and exceptional knowledge of CHANEL expertise in watchmaking and fine jewelry

Key Responsibilities:

Be CHANEL Ambassador: Brand, Creativity, Expertise & Style at all times

• Reflect the image standards of the House: Grooming, Gesture & language. Show warmth, sophistication and refinement in all circumstances

• Create desire and build CHANEL dream by sharing with passion and the art of story telling The CHANEL Difference (Heritage & Modernity, Product Craftsmanship, Unique Brand Positioning)

• (WFJ items) Demonstrating knowledge and expertise on WFJ & luxury industry, offer WFJ product advice based on WFJ expert knowledge to clients in a way showcases the CHANEL difference, heritage and savoir faire, and provides technical WFJ product information to help clients choose the right piece for them.

Sales & Client Engagement and Experience:

• Day to Day Business

• Support general boutique activities and contribute to overall smooth operations / process

• Welcome all clients with sincerity and generosity and guide them throughout the boutique. Take care and advise clients with the highest standards in mind together with a personalized touch

• Contribute Qualitatively & Quantitatively to WFJ performance (but not limited to) in Fashion Boutique

• Clearly understand his/her business objectives: set the right plan in motion to successfully achieve targets

• Clearly understand business objectives of his/her boutique: assist boutique leadership team and TFJ Expert (if in place) to achieve targets

• Contribute actively to the performance of:

• Client recruitment, conversion and upgrade

• % of WFJ sales in the boutique

• % of Fashion Advisors selling WFJ

• Healthy WFJ product mix including high end segment

• Actively participate in WFJ VM highlighting the products and upholding the brand image

• Client Engagement

• Build a true understanding of client personality, style and lifestyle by showing authentic appreciation and respect

• Set up a privileged relationship based on trust, professionalism and WFJ advise

• Develop client portfolio with support of retail CEM / CEM expert

• Follow up on assigned client portfolio and retain relationship with client in the long term

• Identify and engage new clients with potential (new client from fashion, conversion of after sales clients, reactivation of lapsed WFJ clients)

• Build in-depth client intelligence through accurate and qualitative client data capture

• Proactively share with boutique leadership client feedbacks on products, service standards, client needs/expectations, client experience, client behavior/trends, etc.

• Events

• Participate in various in-boutique & external fashion events and include WFJ products as part of CHANEL allure as appropriate

• Participate to High Jewelry events and contribute on developing visibility and awareness within Fashion & WFJ customers

• Collaborate with Fashion Advisors & WFJ Advisors on client identification, treatment and sharing knowledge on clients profile and preferences

Influencing: Knowledge sharing, coaching & influencing the team as the reference of watchmaking and fine jewelry in the boutique

• Be the WFJ expert reference in the boutique by fulfilling the learning path required by the position and striving to expand one’s knowledge going beyond CHANEL Watches & Fine Jewelry

• Support Fashion Advisors to reinforce their confidence and develop their knowledge on WFJ, as well as supporting all Fashion Advisors in presenting WFJ products as part of the CHANEL silhouette

• Regularly organize WFJ knowledge sharing including:

• Coaching & on-the-job training for newcomers on WFJ basic

• Novelties/launch sharing, competition review, styling tips and WFJ clientele

• Contribute on developing interest and awareness within Fashion team of WFJ including High End pieces

Take lead on WFJ related boutique operations

• Merchandising: Stock management/status, Movement handling

• Registration Process: New customer, CASS

• After-sales handling

* Job Requirements:

Academic/Professional Qualifications

• Bachelor or Associate Degree

• WFJ related certification holder (e.g. FHH/GIA) is a plus

• Fluent in English is a plus

• At least 4 years of retail or customer service experience

• Previous working experience in fashion or luxury industry is a must

• Demonstrate a professional appearance and alignment with brand values

• Show passion and strong knowledge for products and industry trends

• Deliver exceptional customer service and build client relationships

• Communicate clearly, collaborate effectively, and embrace teamwork

• Understand and respect operational procedures; use relevant systems proficiently

• Exhibit learning agility, adaptability, and a sense of responsibility

Functional Competencies

• Brand & Image

• Well Groomed (Sophistication & Refinement)

• Eager to work for luxury retail

• Passion for Luxury watches & Fine Jewelry and Fashion

• Understanding & engagement to the brand direction and values

• Product Knowledge & WFJ Expertise

• Knowledge of existing & emerging trends in luxury fashion and WFJ

• Knowledge of Fashion collections

• Perfect knowledge of WFJ products

• Ability to offer expert advice on WFJ products

• Customer Service

• Strong customer service with appropriate service attitude (warm, friendly, positive & enthusiastic) in alignment with client service values

• Understanding and anticipating customer needs

• Ability to establish relationship with clients and to personalize client journey

• Basic objection handling skills

• Basic understanding of CEM activities

• Teamwork & Communication

• Positive mindset

• Ability to collaborate and work as a team

• Ability to articulate information clearly, good communication skills

• Ability to inspire and motivate others

• Open mindedness

• Operations & Business

• Retail Intelligence

• Understanding of Boutique SOP

• Basic knowledge and usage on systems and devices (iPhone, iPad, Computer, etc.)

• Respect the rules

• Learning Agility & Adopt with the times

• Opened to learning in various formats (digital, physical, etc.)

• Be curious to learn and test new ideas

• Sense of responsibility and ownership (self managed)

• Adopt positively to change and embrace technology

• Others

• Language skills: English & Vietnamese