Ssense Montreal

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**:
**Responsibilities**

**Customer experience - 20%**
- Support managing the customer journey through both the visitor and appointment models. Support may include but is not limited to: productivity, presentations, inventory management, transaction processing and after sales service which achieves outstanding customer experiences
- Assist with client issues for resolutions and win-win solutions that enhance customer experiences

**Operations - 60%**
- Track and achieve appointment model KPIs using the metric dashboard.
- Play an active role in maximizing the Merchandise Coordinators productivity and enhancing the customer experience
- Process and prepare merchandise for the sales floor, communicating new receipts and inbound merchandise with the team.
- Assist with operational and back of house activities, taking ownership for maintaining a high standard of back of house and offsite storage organization.
- Support the point of sale experience by ensuring client transactions are completed accurately and efficiently, leveraging SSENSE Systems and technology as necessary.
- Build strong relationships with the warehouse and technology teams to continuously improve processes to provide the highest quality of customer service.
- Ensure the functionality of technology and security systems in support of the appointment model.
- Support, promote and assume responsibility for loss prevention in all areas of risk management, physical security, store cash controls, inventory management and transaction accuracy.
- Ensure compliance of store operations, opening and closing procedures, health and safety, maintenance and company policies and protocols.
- Maintain current visual direction through identifying, communicating and ensuring highest standards of visual presentation to drive growth through product assortment and presentation optimization

**Leadership - 20%**
- Ensure the Merchandise Coordinators are equipped with the necessary knowledge, skill sets and standards
- Motivate and engage the team in contributing to the achievement of business goals, as well as the company’s vision and values
- Build and develop best-in-class, client-centric teams. Continually evaluate the performance of the Merchandise Coordinators and provide “in the moment” feedback to ensure results.
- Drive collaboration between the Merchandise Coordinators, selling roles and support roles.
- Conduct training and act as a training ambasador for all levels of the team based on learning opportunities.

**Qualifications**:

- A minimum of 2 years previous supervisory or management experience in luxury retail, hospitality or customer service
- College or University degree in Logistic, Business, Management, or a related field is preferred
- Experience with operating POS system
- Proven experience establishing trusting relationships in an omni-channel environment
- Ability to lift heavy boxes (15kg)
- Excellent written and verbal communication skills in both English and French
- Proficiency in Microsoft Office Suite, Google Suite, Web and computer-savviness
- Hours/days of work can be varied due to the demands of the business

**Skills**
- Ability to be seen to set a performance example for others to aspire to achieve
- Ability to lead, coach and mentor employees to achieve personal and professional goals
- Ability to measure and manage priorities
- Ability to lead a fast-paced environment, while ensuring an exceptionally high level of customer service across all registers
- Demonstrate a high degree of maturity and integrity

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