Associate Manager, Personal Shopping

1 month 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**:
Reporting to the Personal Shopping Manager, the Associate Manager of Sales leads a team of Online Personal Stylists who cater to a growing portfolio of top tier online customers. They are accountable for achieving key company objectives while ensuring an exceptionally high level of service and creating a positive work environment. The Associate Manager will also play a key role in building the future of Personal Shopping by scaling and coaching the team and improving our processes through constant innovation.

**Responsibilities**

Leadership (30%)
- Supervise a team of Online Personal Stylists through day-to-day adjustments and weekly 1:1s to ensure team effectiveness, engagement and individual growth
- Coach and train their team on sales and clienteling techniques, motivate the team to meet sales targets
- Motivate the team to have ownership on their tasks and complete them on time to meet department standard
- Participate in Management Team meetings to contribute to strategic decisions, contribute by leading mid-size projects that contribute to the development of the whole department
- Collaborate with the PS Management Team in the recruitment selection process and support on new hires training
- Support in setting quarterly objectives for the team and conducting performance evaluations

Sales and clienteling (30%)
- Monitor team workload and daily KPIs, coordinate day-to-day activities with other departments and ensure that information is communicated to the team in a timely and actionable manner
- Masterfully handle all tools and processes, including complex VIP customer requests and act as an escalation point for direct reports
- Ensure the tone and quality of communications with clients comply with the SSENSE brand and quality standards, in order to maintain exceptional NPS scores
- Act as an escalation point for complex cases and unsatisfied clients, conduct quality assurance spot checks on client conversations and product recommendations
- Coordinate product knowledge trainings and fitting session, ensure the information flows between team members

Operations (30%)
- Monitor team workload and daily KPIs, coordinate day-to-day activities with other departments and ensure that information is communicated to the team in a timely and actionable manner
- Collaborate with Buying, Marketing and Retail to coordinate product launches and advise on product allocations
- Oversee special orders, product reservations and special shipments, in collaboration with our Fulfilment Center
- Approve and keep track of budget regarding gifting, discounts and other client related expenses
- Ensure the respect of all processes and policies.
- Collaborate with other departments to improve or create new processes, then document, organize and communicate them to the team

Strategy (10%)
- Gather market intelligence and surface customer & trends insights to advise the PS Leadership Team as well as the Global Sales and Buying teams on local opportunities
- Collaborate with the team to identify innovation opportunities and surface customer & trends insights to help the growth and success of the Personal Shopping Program

**Qualifications**:

- Bachelor’s degree in Fashion, Business or a related field
- A minimum of 3-5 years experience in retail, with a minimum 1 year of previous leadership experience
- A minimum of 2 years experience as a Store Manager or Assistant Store Manager, and proven experience establishing trusting relationships with clients
- In-depth knowledge of luxury brands, from their history to the construction of the garments
- Web and computer-savviness; solid knowledge of Microsoft Excel.
- Past experience working in an office setting, an asset.
- Excellent written and verbal communication skills in English, second language an asset

**Skills**
- Strong leadership skills and entrepreneur mindset
- Detail oriented and articulate, with excellent problem solving, time management and organizational skills
- Solid interpersonal skills with a natural ability to build relationships
- Ability to lead by example, coach and mentor all employees to achieve personal and professional goals
- Ability to work efficiently to meet deadlines, while delivering an exceptionally high level of customer service

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