Associate Specialist, Personal Shopping

2 weeks ago

Montréal, Canada SSENSE Full time

Company Description

SSENSE (pronounced [es-uhns]) is a global technology platform operating at the intersection of culture, community, and commerce. Headquartered in Montreal, it features a mix of established and emerging luxury brands across womenswear, menswear, kidswear, and Everything Else.

SSENSE has garnered critical acclaim as both an e-commerce engine and a producer of cultural content, generating an average of 100 million monthly page views. Approximately 80% of its audience is between the ages of 18 to 40. It is privately held and has achieved high double digit annual growth and profitability since its inception.

**Job Description**:
**RESPONSIBILITIES**

**Project Coordination - 50%**
- Update the team on new arrivals and relay relevant information along with product details, pictures, launch dates and prices to the team
- Coordinate launches, in collaboration with other departments (Buying, Retail, Customer Experience, and Distribution Center), gathering feedback from Personal Stylists to forecast sales volume, requesting allocation from Buyers, creating request lists and updating the team in real time on shipment status and required actions
- Support execution of large scale client communications for highly anticipated product launches, maintaining and tracking important dates and actions, drafting communications, and defining product allocation
- Coordinate with buying team to create product decks, flyers and catalogues for exclusive capsules that Online Personal Stylists can use as support for pre-selling
- Support Specialist to execute special initiatives such as gifting, sales incentives and events

**Client Base Coordination - 30%**
- Identify potential high value clients through various channels, define their profile and refer them to Personal Stylists
- Support Specialist by occasionally taking ownership of high value customers or partner requests to provide prompt resolutions that exceed expectations
- Act as an escalation point for Associate Personal Stylists, take over part of their tasks in their absence or during peak times
- Assist the Customer Care team with Zendesk tickets and chat sessions during peak times

**Training and Onboarding
- 20%**
- Train and support Personal Shopping new hires on Customer Care processes, Zendesk, Chat and Client Onboarding
- Support Management team in implementing projects that will improve business performance

**Qualifications**:

- College or University diploma in Fashion Marketing, Business Administration, or a related field
- A minimum of 1 year experience in a coordination role within a fashion or e-commerce environment
- A minimum of 1 year experience as a Sales Associate or in the Customer Service field
- Knowledge of luxury brands, from their history to the construction of the garments
- Proficient in Microsoft Excel and Google Sheets
- Excellent written and verbal English communication skills
- Fluent in a second language, an asset

**SKILLS**
- Fast learner with great ownership on their task
- Strong work ethic and results-oriented
- Solution-oriented mindset and can-do attitude to overcome challenges
- Team player with a natural ability to build relationships
- Very organized, ability to multitask and prioritize
- Detail oriented with strong time management and organizational skills
- Ability to quickly assess customers’ preferences and needs

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