Sales Associate London Store (M/W) - John Lobb

Type of position : Sales Associate (Full Time)

Country : UK

City : London

Craft : Sales

Company : JL & Company, ltd.

Experience : Minimum three years with a recognized expertise in sales

Reporting : Store Manager

About John Lobb

For more than 150 years, John Lobb has prided itself in upholding the highest standards and levels of craftsmanship and design in the creation of hand-made shoes and boots for men.

A company of the Hermes group since 1976, the bespoke footwear is still hand-crafted in our workshop in Paris while the ready to wear collections are manufactured in our Northampton factory.

John Lobb owns a distribution network that includes twenty stores established in eight countries, and works with a highly selective network of partners and authorized retailers around the world.

Context

Our London Jermyn Street store is looking for a new Sales Associate. The store has been established since 1995 selling ready-to-wear and made-to-order shoes and accessories, and has a total team of 4 people.

General Mission

This is a sales role dealing with John Lobb’s discerning and demanding international clientele. Excel in customer service to all clients. The position entails involvement in all aspects of daily shop life, including dealing with stock and deliveries, after-care services, customer communication and administrative tasks.

The successful candidate will be expected to be able to maximise sales whilst patiently delivering the highest level of customer service and building relationships, ensuring customer retention.

Main Accountabilities:

Under the direct responsibility of the Store Manager:

• Act as a member of the sales team offering excellent customer service, maximising sales opportunities and taking pride in developing long-term relationships.
• Ensure the clients have a warm in-store experience throughout the journey, demonstrate warmth and patience in all dealings with our customers, always displaying a ‘can-do’ attitude.
• Develop an in-depth knowledge of all John Lobb’s products: their features and benefits.
• Ensure that in store displays are constantly reviewed, follow the guidelines, relevant and attractive.
• Confident and proactive in customer interaction, contact customers via different platforms, build up client book and develop new customers, be a brand ambassador.
• Familiar and confident in operating the till and payment, including processing on exchanges and returns.
• Ensure and participate in excellent after-sales and sales support activities. Deliver an outstanding service to clients with a client-centric mindset.

• Ensure strong and professional customer communication during selling ceremony in store and continue the relationship afterwards. Extend the customer experience outside the store digitally. Demonstrate a seamless experience for the client in/out of the store.
• Ensure being proactive in managing the client database consistently accurate CRM capture and recording of client data.
• Hold an extremely solid, active and local client base to keep a long-term relationship.
• Alongside the management, look after clients with special orders and ensure thorough communication with clients and colleagues throughout the process.
• Understand and be able to generate and capture the remote sales by communicating on different platforms.
• Participate and collaborate in the creation of in-store and offsite events.

• Interest in fashion and understanding the trends.
• Be able to advise and style the customers and have knowledge and curiosity of competitors.

• Maintain a constant knowledge of the stock that is available in the store and elsewhere.
• Ensure that stock is properly stored and handled and bring stock issues to the attention of the Store Manager.
• Assisting with stock take and take responsibility for regular cycle count results, come up with solutions to enhance and improve, be familiar with the stock operational process.
• Participate in the stock ordering, receiving and maintenance processes.
• Handle internal and external transfer and carry out the related paperwork correctly followed by the guidelines.
• Assist the Store Manger to monitor and operate the E-commerce platform, validate the orders, and conduct the shipment.

• Contribute to the compilation, maintenance and utilisation of an accurate customer database in support of CRM initiatives.
• Take part in security activities within the company’s guidelines and ensure, as far as practicable, that stock or other property is not put at unnecessary risk.
• Liaise with the wider John Lobb team as necessary in support of the store’s requirements.
• Undertake projects and responsibilities in the direction of the Manager.

• Previous experience (3 years minimum) in high-end/luxury international retail contexts; experience in the men’s sector would be a plus;
• Great clientele skills, existing strong client book would be a plus;
• High interest and have good sense in fashion and the trends;
• Excellent communication skills: written and oral English;
• Fluency in another language would be a strong advantage;
• Some experience of retail administration. A good understanding of CRM, databases and e-commerce would be a plus.

• possess a sophisticated approach to selling and customer relations;
• show warmth, empathy, and confidence in decision making;
• demonstrate good team spirit in the workplace and act as a team player;
• be dynamic, flexible and adaptable;
• be inspired and motivated through attitude and active;
• be proactive and focus on performance;
• possess good problem solving skills;
• hold a high level of personal standards and take initiative where necessary.

Key responsibilities

• Act as a member of the sales team offering excellent customer service, maximizing sales opportunities, and developing long-term relationships.
• Ensure strong and professional customer communication during the selling ceremony in-store and continue the relationship afterward.
• Maintain a constant knowledge of the stock that is available in the store and elsewhere, and assist with stock take and take responsibility for regular cycle count results.