Jan. 15, 2022

Lead Supervisor I

Coach Sunrise , Florida

Selling and ServiceUnderstands organizational objectives and makes decisions that align with the Company priorities and valuesCreates personal sales and clienteling strategies in partnership with the management teamMeets customer needs through solution-oriented and forward thinkingBuilds credibility and trust as a personal fashion advisor by communicating fashion awareness and trends in the marketplaceCreates positive impressions with store team and customers by bringing best self to work through elevated, sophisticated, appropriate business attire consistent with Coach’s guide to styleDemonstrates Coach’s Selling and Service expectations at all timesInfluences customers’ purchase decisions by balancing patience and assertivenessTakes ownership and commitment for delivering results; actively aware of personal and store metrics and achieves goalsFlexes personal selling techniques to contribute to overall store financial resultsDemonstrates persuasive (not aggressive), confident, friendly and genuine service skills and selling behaviorsDiscusses product features and builds the sale by suggesting appropriate add on items to fit the customers’ specific needsFollows up with customers consistently and genuinely to influence/close the saleDevelops product knowledge skills and remains aware of current collectionsDemonstrates knowledge of competition and can apply that knowledge to building sales and customer relationshipsSensitive to customers’ needs and tailors approach by reading cuesBuilds lasting and loyal relationships with customersEnsures all daily tasks are completed without negatively impacting service or Coach standardsMeets or exceeds personal productivity goals (selling or processing)Workplace and EnvironmentCreates enthusiasm and positivity for a shared vision and missionFosters an environment of teamwork, trust and collaboration with peers, customers and supervisorsDemonstrates confidence when working with customersTakes initiative; has a high-level of ownership and accountability for individual resultsWelcomes feedback and adapts behaviors as appropriateRepresents Coach as a brand ambassador at all timesIs adaptable and flexible to changeMaintains a calm and professional demeanor at all timesCreates short and long-term strategies to achieve personal metrics and performance goalsUtilizes Company tools to keep self-informedHandles and offers solutions to customer issues appropriately and involves a manager when necessaryPromotes and endorses a team selling environmentOperationsCompletes daily operational tasks including maintaining store (sales floor and backroom), cash wrap and visual merchandising to Coach standards consistently and in a timely mannerAdheres to all retail policies and procedures including POS, Operations and Loss Prevention proceduresLeverages Coach’s tools and technology to support relationship building and clienteling efforts; including to drive sales and achieve individual goalsReplenishes inventory on sales floor as neededProcesses shipment/transfers as needed and within Coach standards and timeframesScans cartons/transfers and verifies store information is correctProcesses shipment/transfers according to Coach’s productivity standards and timeframeSensoring product to standardBullets and retickets products as appropriateSends out repairsProcesses charge sends/charge holdsPrepares and conducts cycle countsManages delete listsAnswers phonesUtilizes walkies and communicates with the Operation Leader when applicableMaintaining SKU integrityMaintains Cashwrap organization and cleanlinessConducts email/name captureAccurately completes each transaction by identifying sales associate productivity without disrupting the service environmentCreates a lasting impression by thanking the customer and giving them a reason to returnAdditional RequirementsExperience: 1- 3 years of previous selling experience in a luxury retail service environment preferred. Mobility to maneuver the sales floor and stock room to provide and support customer service. Reach above/bend to obtain product for customers from store fixtures/shelves at various heights and climb ladders/stairs/step-stools to perform visual merchandising and housekeeping duties. Ability to frequently lift and carry up to five pounds and at times lift and carry product/cartons up to fifty pounds to process product shipment/transfers.Schedule: Ability to work a flexible schedule to meet the needs of the business, including nights, weekends, busy seasons, and high retail traffic and sales days (including but not limited to the day after Thanksgiving, Memorial Day, Christmas Eve, Mother’s Day, etc.). Responsible for:Creating a 1st impressionGreeting the customer with a smile and eye contact and offering your nameInteracting genuinely and naturally with the customerEngaging customer in verbal and non-verbal conversation at Cashwrap and while in line (if no Cashwrap Supervisor or Line Leader)Reading cues and determine customers needsConducting email/name captureMaintaining SKU integrityMaintaining Cashwrap organization and cleanlinessSuggesting multiple add-ons and selling gift cardsMaintaining media and cash accurately and in compliance with Coach policye., credit card imprints, traveler check signatures, personal checks with phone number and addressAccurately completing each transaction by identifying sales associate productivity without disrupting the service environmentDelivering product purchases to the customer appropriatelyCreating a lasting impression by thanking the customer and giving them a reason to returnRepresenting Coach brand appropriately (dress, appearance, demeanor) Demonstrates the following Knowledge, Skills, Abilities, and Attitudes:Polite and friendlyPositive attitude and energyTakes ownership of roleHigh level of personal and professional integrityHighly collaborativeAppropriate sense of urgencyRemains balanced and focused and maintains composure under pressureAwareness of environment at all times (i.e., customer, other employees, suspicious behaviors)Comfortable with technologyWillingness and ability to learn new technology based proceduresUnderstanding of basic computer system operationsAbility to handle customer concerns and answer their questions appropriatelyAbility to partner with management appropriately on customer issuesAbility to multitask and prioritizeAbility to adapt to each customer/ their needs and their style/ relate to their experienceAbility to be efficient without compromising customer serviceAbility to speak knowledgeably and with confidence about productAbility to communicate clearly to a wide variety of customers and overcome language barriersAbility to impact customer decisionsKnowledge of when to be flexible and switch gearsKnowledge of store policies and proceduresKnowledge of and support of the “porter program” policies

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