Responsable de Plancher

Mejuri is the category-defining fine jewelry brand redefining luxury, your way. Feeling disconnected from an industry that typically markets to men, co-founder and CEO Noura Sakkijha leveraged her learnings as a third-generation jeweler to rethink the way women purchase jewelry—for themselves. In only seven years, and with a team of over 75% women, Mejuri has shipped over one million orders and opened retail stores across the globe, all while introducing new products weekly.As part of Noura’s original vision to empower women to invest in themselves, the brand launched the Empowerment Fund to support underrepresented women and non-binary individuals with the tools to empower themselves. Mejuri continues to reach new customers through exciting community initiatives and expansion into international markets, such as the UK, Australia and Germany. We are a team of retailers, creatives, technologists and strategists, and we are looking for someone special to join our team.Le Rôle: Le ou la responsable de plancher fait partie intégrante de l'équipe de direction de notre magasin et contribue au succès global du magasin en assurant un service à la clientèle exceptionnel, en encadrant et en développant l'équipe, et en veillant à ce que les opérations commerciales quotidiennes soient exécutées et maintenues de manière experte. Cette personne assure une forte présence sur le plancher des ventes, possède des compétences remarquables en relations humaines et adopte les valeurs de Mejuri. Elle fait preuve d'un véritable esprit d'équipe et d'une attitude positive qui motive l'équipe au quotidien. Le parlé en français et anglais est un pré-requis obligatoire pour ce poste. Expérience Cliente:
Offrir une expérience de service à la clientèle mémorable et personnalisée, axée sur le développement d'un lien avec la marque Mejuri et visant à dépasser les attentes des clients. Exécuter de manière experte et encadrer les autres dans l'exécution de nos programmes de vente.Avoir une expertise produit, se tenir à jour et connaître tous les produits Mejuri ainsi que les derniers lancements.Assister l'équipe dans la mise en œuvre de diverses campagnes centrées sur la clientèle et le développement des relations d'affaires. Ventes:
S'assurer de manière positive que tous les indicateurs clés de performance de l'entreprise sont continuellement atteints. Prendre en charge la production de résultats remarquables, en se concentrant sur les objectifs de l'équipe et les objectifs individuels.Maintenir des processus opérationnels ayant un impact positif sur les ventes, réduire les dépenses et accroître les affaires.Soutenir l'équipe de direction dans l'idéation et le développement de nouvelles occasions de vente pour générer du trafic et créer des liens avec notre clientèle.Développer les affaires par du profilage-client, de la recherche de nouveaux clients et du renforcement des relations avec la clientèle existante. Gérer les opérations du plancher des ventes, en encadrant l'équipe de vente et en donnant des commentaires en temps réel pour la soutenir. Fournir des informations critiques et faire des recommandations quotidiennement. Opérations
Être responsable du soutien de tous les flux de travail opérationnels et du respect de nos procédures opérationnelles standards, y compris, mais sans s'y limiter, l'ouverture et la fermeture du magasin, la gestion des marchandises, la gestion du plancher des ventes, la gestion des du personnel et la garantie que toutes les exigences commerciales sont satisfaites chaque jour.Prendre en charge tous les types de transactions au sein de notre entreprise, y compris les achats, les retours, les échanges, les ventes par téléphone, les achats en ligne/cueillettes en magasin et achats en ligne/retours en magasin, en veillant à dépasser les attentes à chaque interaction. Gérer les tâches d'inventaire de stocks, y compris, mais sans s'y limiter, l'expédition et la réception, les transferts de stocks, etc. Travailler avec la direction de magasin pour cibler toute possibilité d'améliorer les opérations quotidiennes du magasin (systèmes, outils, procédures). S'assurer que l'entretien du magasin physique est respecté à 100 %. Marchandisage Visuel:
Collaborer avec la gestion principale des visuels pour analyser les indicateurs clés de performance et surveiller les niveaux de stocks afin de créer un environnement de vente productif et de déterminer les mesures à prendre pour accroître les ventes.Fournir un soutien à la gestion principale des visuels pendant la mise en œuvre des campagnes de vente au détail.Assurer le suivi des délais d'exécution pour les initiatives clés de marchandisage visuel afin de garantir que les livrables soient respectés dans un délai raisonnable.Aider à l'entretien quotidien des présentoirs visuels et des produits.Signaler tout produit ou présentoir endommagé à la gestion principale des visuels.Fournir des commentaires à la gestion principale des visuels en ce qui concerne les lacunes et les occasions d'amélioration. Exigences relatives au poste:
Un minimum de 2 ans d'expérience dans un environnement de vente au détail à fort achalandage.Capacité d'adaptation et aptitude à penser de manière créative et rapide.Excellente capacité organisationnelle et analytique.Capacité de raisonnement critique – identifier les défis potentiels et élaborer des plans d'action.Exigences physiques – capacité à rester debout pendant 8 heures et à soulever 23 kilos.

Capacité à travailler en dehors des heures normales de travail à l'occasion, y compris les soirs, les fins de semaine et les jours fériés.

The Role (English):

The Piercing Lead is responsible for overseeing all aspects of the Mejuri Piercing Studio while driving customer service excellence, increasing profitability and fostering an environment of superior store services to Mejuri clientele. The Piercing Lead delivers best-in-class service and is passionate about body piercing and jewelry. They are knowledgeable in high-quality jewelry, metals, and gemstones and know the guidelines for initial piercings and allowable alloys. They maintain excellent knowledge of infection control and sanitization procedures and keep the piercing studio to the highest sanitization standards at all times.

Successful applicants must be able to present a geography-specific Piercing License as a condition of employment.

Customer Experience:

Oversee the piercing customer journey from start to finish, including seamless greeting, check in, styling, transaction and service experience including aftercare education.Possess a calm and professional demeanour in piercing services to provide the best experience to piercing clients. Embody Mejuri values throughout every client interaction.Act as an ambassador of Mejuri and promote customer awareness about the brand and Mejuri’s piercing studios. Build a strong clientele in local market. Ensure insights and opportunities as they relate to piercing products and services are communicated back to the Store Manager & Store Services when necessary.Promptly escalate any customer complaints, handling any in-the moment feedback when needed with good communication skills, empathy and understanding. Works closely with the Store Manager on consistent improvements to the flow and process of the Mejuri piercing studio.Work closely with store staff to update the schedule and online booking service.Explain proper aftercare to each client, well-inform each client of any signs and/or symptoms of infection within the following days/weeks/months of piercing. Tailor aftercare information to specific materials and individual downsizing information. Thoroughly explain service procedure and risks to clients. Identify any medical concerns which may prevent piercing before the service and include suggested care and any medical complications that may occur as a result of the procedure.

Sales:

Drive revenue and repeat business through the Mejuri piercing studio. Strive to maintain an appointment occupancy of at least 75% on a weekly basis. Uphold strong personal selling techniques to contribute to overall store and financial results, focusing on KPI’s such as UPT and AOV. Take ownership for delivering results; actively aware of personal and store goals. Drive business through clienteling, sourcing new customers, and fostering ongoing relationships with customers.Review weekly and monthly sales performance, share product trends & feedback to the Store Manager/Store Services team. Recommend and implement changes to improve product performance where possible.Ideate and propose local marketing initiatives with Store Management and Store Services to create awareness and drive sales. 

Operations:

Oversee and manage all aspects of the piercing studio, working closely with the Store Services team and Store Manager. Support inventory management and feedback with Operations Lead & Store Services team to ensure optimal quantities & assortment are available at the piercing studio at all timesWork with the Store Services & Operations lead to minimize shrink of piercing inventory through effective communication and compliance with inventory management systems.Ensure health and safety standards are maintained by following internal standards, and local guidelines. Ensure excellent cleanliness of the studio, maintenance of sharps and biohazard waste, and physical space requirements are met.Uphold legal compliance in all customer interactions including verifying proper identification, requirements, and waivers. Update Store Manager & Store Services Team on all local laws and protocol updates. Maintain strong communication with store Visuals Lead to manage piercing studio product display. Remain knowledgeable on Mejuri products and become an expert on the piercing jewelry assortment inclusive of labret sizing, materials, gemstones, and metals. Support the check up and downsizing process for each individual client.Style, stack, and suggest products for piercing clients. Provide expertise and planning to enable client to design their own ear stackBuild piercing appointment occupancy through promoting, educating, and driving awareness of our piercing studioCommunicate with Store Services to order necessary piercing equipment such as needles, latex-free gloves, sterilizer, alcohol pads, Q-Tips, paper towels, etc. Work with Store Services to become the main point of contact for Stericycle and oversee the pick up of disposables.Complete all necessary documentation for piercing inventory shrink, monitoring reasons and taking action to reduce shrink where possible, in partnership with the Operations Manager or Operations Lead. Ensure all legislated paperwork and client record keeping is met and maintained at all times.

Visual Merchandising:

Partner with the Visual Lead to analyze key performance indicators and monitor stock levels to create a productive sales environment and determine actions steps to improve sell-through.Provide support to Visual Lead during implementation of retail campaigns.Follow up with execution deadlines for key VM initiatives to ensure deliverables are met in a timely manner.Support with the day-to-day maintenance of visual displays and product.Report any damaged display product or tools to the Visual Lead.Provide feedback to Visual Lead relating to gaps and opportunities.

What you'll bring to the team:

2+ years experience with needle piercing.Geography-specific Piercing License Experience working with internally threaded 2-piece piercing jewellery.Up to date with First Aid and Blood-borne Pathogens OSHA Certifications.Experience working with autoclaves.Have or be registrable with local law enforcement or meet requirements by area for permits such as the “Practitioner Registration”, Blood-borne Pathogens, First Aid/CPR, Vaccination requirements etc.Understanding of local market piercing law requirements.Strong knowledge of health and safety protocols surrounding piercing procedures.Demonstrated understanding of service excellence in a consumer environment.Excellent communication & customer service skills.The desire to work in a fast paced, entrepreneurial environment. Bonus: you have experience selling product at a fast growing company Benefits at Mejuri: A minimum of two weeks vacation, plus personal days and three religious observance days (for full-time employees)Comprehensive medical and dental benefits, including mental health coverage, and generous personal and sick days for our full-time employees. We also offer bereavement leave, including miscarriage and stillbirth support.Parental leave salary top-up of up to 80%, as well as a personalized return-to-work transition and accommodation plan for full-time employees.Semi-annual performance reviews.Internal coaching department and learning and development to support career growth and plans for everyone.A generous product discount

Along with our central mission and vision, we have guiding values that set the tone for where we’re heading and how we work together. These values are behaviours that form our shared beliefs and approach to how we wish to work together at Mejuri, regardless of role, level, and work location. Our 8 core values help drive our decision making when we are cross collaborating, redefining luxury, and creating a sense of commitment and inclusion to help shape our company culture. 

#LI-Onsite

Along with our central mission and vision, we have guiding values that set the tone for where we’re heading and how we work together. These values are behaviors that form our shared beliefs and approach to how we wish to work together at Mejuri, regardless of role, level, and work location. Our 8 core values help drive our decision making when we are cross collaborating, redefining luxury, and creating a sense of commitment and inclusion to help shape our company culture.

Our values are:

FIND A WAY | We break down problems into manageable steps, explore creative solutions daily, learn from failure, and adapt quickly

RAISE THE BAR | We share constructive feedback openly, continuously improve personal and team performance, collaborate and challenge for better outcomes 

CUSTOMER OBSESSED | We actively listen to customer feedback, make decisions that impact customers positively, continuously refine product, service, or customer interactions 

EMPOWERED OWNERS | We proactively address cross team challenges, willingly tackle any task big or small, take initiative, and lead by example

JUST DO IT | We make informed decision quickly, encourage experimentation and learning, encourage thoughtful risk taking, embrace change, and stay adaptable

HUMILITY | We acknowledge team contributions before self, acknowledge and learn from mistakes, maintain an open and receptive mindset, and promote a respectful work environment 

CURIOSITY | We seek out new challenges daily, ask questions to understand deeply, reimagine and innovate to drive progress 

DRIVE RESULTS | set clear goals and prioritize tasks, focus on high impact activities daily, monitor progress through clear metrics, stay persistent and solution orientated 

Accommodation / Accessibility:Mejuri does not discriminate in hiring or terms and conditions of employment because of an individual’s race, ancestry, colour, place of origin, religion, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, family status or marital status, or any other protected category recognized by provincial or federal laws. Should you require any accommodation, please inform us and we will work with you to meet your accessibility needs. For any accessibility-related assistance, requests for information in accessible alternative formats or to report any accessibility problems, please share in your application.

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