Ssense Montreal

4 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**

**Customer Experience - 20%**
- In partnership with the Associate Manager of sales, participate in managing the customer experience through walk-ins and appointment models. This includes productivity, presentations, inventory management, transaction process and after sales service to ensure an outstanding customer experience
- Assist with client issues for a resolution and win-win solutions that enhance customer experiences

**Operations - 50%**
- Track KPIs and results using the metrics dashboard, ensuring information is communicated to the store team and stakeholders in a timely and actionable manner.
- Manage group payroll budgets to maximise productivity and enhance customer experience
- Lead the inventory and appointment flow from the warehouse to customers. Leverage inbound, outbound, appointment models and checkout processes to maximise client satisfaction.
- Build strong relationships with the warehouse and technology teams by leading frequent meetings that drive employee productivity and quality of customer service.
- Oversee the store’s inventory management and optimization process; ensure accurate and effective counts.
- Partner with the Retail Visual Experience Lead; to manage on-hand inventory density, turnover, and flow.
- Maintain highest standards of visual presentation through identifying, communicating and optimising presentation to drive growth through product assortment
- Manage the functionality of in-store technology and security systems that support the receiving, inbound and outbound transfers, online orders fulfilment, and in-store inventory management.
- Lead, promote, and assume responsibility for loss prevention across risk management, physical security, store cash controls, inventory management and transaction accuracy.
- Manage compliance of store operations, health and safety, maintenance and company policies and protocols.

**Leadership - 30%**
- Ensure the store operations team members are equipped with the necessary knowledge and skill sets
- Motivate and engage the team in contributing to the achievement of business goals, as well as company’s vision and values
- Provide coaching and mentorship to the Assistant Managers, Key Holders, Inventory Coordinators, Visual associates,, Appointment coordinators,and POS Coordinators.
- Recruit, train and develop the talent pipeline. Build succession plans.
- Support developing and maintain training programs for all levels of the team
- Build and develop best-in-class, client-centric teams. Continually evaluate the performance of each staff member, provide feedback to ensure results and address performance management issues in a timely manner

**Qualifications**:

- A minimum of 5 years professional experience in retail operations and inventory management
- Bachelor’s degree in Logistics, Operation Management, or a related field is preferred
- Proven experience establishing trusting relationships in a multi-channel environment
- Ability to lift heavy boxes (15kg)
- Excellent verbal and written communication skills in both French and English
- Proficiency in Microsoft Office Suite, Google Suite, Web and computer-savviness
- Strong experience with platforms/tech stacks such as WMS, Shipping Systems and OMS
- Six Sigma Green Belt, Black belt preferred
- Hours/days of work can be varied due to the demands of the business

**Skills**
- Ability to lead, coach and mentor all employees to achieve personal and professional goals
- Client-oriented with strong problem solving skills
- Ability to measure and manage priorities
- Entrepreneurial, autonomous and organised with an eye for detail
- Ability to multitask and work in a fast-paced environment, while delivering an exceptionally high level of customer service

Additional Information

All your information will be kept confidential according to EEO guidelines.

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