Senior Store Customer Advisor

The Store Customer Advisor transforms the store visit into a memorable luxury shopping experience, as Brand Ambassadors they engage the Customers in the discovery of our heritage through stories and creating an atmosphere of passion and enthusiasm for the Thom Browne collections. The Customer Advisor builds a relationship with each customer that lasts over time, and begins with the quality of their welcome, the gestures and rituals of the selling ceremony and the provision of the highest level of service. The Customer Advisors are the trusted advisors of fashion and style, offering to the customer the highest level of sophistication and service. The role of the Customer Advisor at Thom Browne stands at the very center of our organization as they continue to safeguard the growth and longevity of our Brand.

Main Responsibilities

• Manage Customer Relationships and Customer Service during and after the sale
• Develop a deep knowledge of the Thom Browne collections to advise customers on styling and “total looks”
• Contribute to store Visual & Image
• Maximize sales through retail operational excellence
  
  

Main Responsibilities

Customer Relationships and Customer Service

• Provide memorable luxury in-store customer service experience by following the Thom Browne Selling Flow and acting in accordance with the Thom Browne Mindset.
• Demonstrates entrepreneurial mindset in developing the business.
• Consistently and effectively networks to attract new customers and develop a customer database.
• Consults with customers to discover their needs through exploring customer preferences and occasions for which the customers are shopping.
• Anticipates customers’ expressed and unexpressed needs and wants and responds appropriately to exceed customer expectations
• Creates opportunities for customers to experience multiple Thom Browne brands, products and “total looks” through demonstrating relevant yet personalized mix and match options.
• Promote Thom Browne Made-to-Measure service as part of the selling repertoire where appropriate to meet the customer’s current and/or future needs.
• Utilize company provided technology to offer a complete and integrated luxury experience.
• Leverage “Thom Browne Stories” to support and enhance the selling ceremony
• Collates useful and accurate customer data and information in accordance with Thom Browne CRM procedures and guidelines.
• Cultivates future customer connections with Thom Browne (e.g. CRM after sales activities including Thank You notes and Follow-up phone calls).
• Utilizes CRM software as the primary tool for after sales communication
• Takes ownership of resolving customer issues or complaints with empathy, while adhering to Thom Browne customer service policies such as alteration, damage and repair, global return policies etc.
  
  

Collection

• Develop progressively in-depth knowledge of Thom Browne products, craftsmanship, fabrics, made-to-measure and style evolution whilst translating such knowledge into customer benefits.
• Advise customers on styling of “total looks” by providing dressing and fashion advice as regards color coordination, textures, patterns, silhouette, proportions, and functionality of garments.
• Solicit customer feedback on products and collections and feedback ideas and inputs back to the Store Manager.
• Keep up-to-date on store stock situation, adjust selling techniques and sales pitch to maximize sell-through.
• Perform customer garment-fitting and alteration measurements for ready-to-wear to help customers achieve “perfect fit”.
• Understands the required standards and skills of Made-to-Measure service and when required take on the role of in-store Made-to-Measure specialist if assigned by the Store Manager.
  
  

Visual & Image Management

• Demonstrates consistently high standards of personal grooming in accordance to Thom Browne uniform and grooming standards and guidelines.
• Follows Thom Browne product and gift packaging standards and guidelines to ensure Thom Browne luxury and quality image.
• Maintain cleanliness and tidiness of the store environment and product displays.
• Ensure in-store visual merchandising adheres to Thom Browne Visual Merchandising guidelines and propose improvements to the Store Manager or Visual Merchandising referent.
• Support Visual Merchandising set-up of store windows and displays; when required take on the role of in-store Visual Merchandising specialist if assigned by the Store Manager.
  
  

Team

• Actively communicate customer, product and other store information within the store team to ensure customer and business needs are met.
• When required support the orientation of new staff through acting as learning coach or “buddy” if assigned by the Store Manager.
• Train other team members on new products as assigned by the Store Manager.
• Maintain good team work to enhance the overall team moral to create an enthusiastic sales force environment.
  
  

Sales Management

• Measure own performance using Thom Browne customer service and sales KPIs such as cross-selling ratio, conversion rate, average sales bill
• Work with the store team to execute action plans to achieve daily, weekly, monthly and yearly sales and KPI targets as assigned by the Store Manager.
• Propose service, product, visual and operational improvements that assist the team overcome selling challenges.
  
  

Store Operations

• Adhere to Thom Browne store operations and time and attendance policies and standards.
• Follows the directions of the Store Manager or appointed team member on store operational tasks that includes but not limited to stock room, inventory, cashiering, reporting duties, guest beverage service etc.
• Adhere to Company policies and rules in daily work.
  
  

Education/ Qualification

• High school qualification
• Preferably Chinese or Russian speakers
  
  

Experience

• 4 to 6 years retail sales or customer service experience.
  
  

Functional Competencies

• Selling
• Service Policy
• Policy and Compliance
  
  

TB Competencies

• Generates Customer Delight
• Learning and Self Development
• Is Passionate and Open Minded