Overview of Role:

The Made to Measure Director is the face of League of Rebels to the customer and is responsible for providing them a complete shopping experience. To represent the best of League of Rebels through delivering a high level of customer service and Clientele management in order to encourage repeat spend and brand loyalty. To act as an ambassador of the brand in line with business goals and achieve sales targets as outlined by management, supporting the overall growth and profitability of the flagship store.

Main Responsibilities

Sales

  1. Increase sales by selecting products to meet customer requirements whilst highlighting the features & benefits of the product and by offering related products wherever appropriate
  2. Support the store to achieve company budgets through the achievement of your KPI targets
  3. Protect the company’s profit by selling stock accurately
  4. Demonstrate comprehensive knowledge of all products within own business; use this information to meet the needs of the customer
  5. Give accurate and current information about the product; if the correct information is not at hand, do everything possible to provide an accurate answer or follow-up
  6. Handle refunds with responsibility and integrity and turn them into sales opportunities
  7. Understand and properly execute all systems and POS procedures to ensure prompt and efficient sales transactions

Service

  1. Welcome and acknowledge customers as they enter the flagship store
  2. Have excellent product knowledge, providing accurate information of the features and benefits to the customer
  3. Demonstrate that every opportunity to satisfy the customer has been explored, within the given parameters
  4. Determine the needs of the customer and deliver supportive advice
  5. Maintain a high level of personal presentation in line with company dress code, as well as good personal hygiene and grooming standards
  6. Strong interpersonal skills and the ability to adapt service requirements to the customer
  7. Maintain key information about your best customers in order to provide them with exceptional levels of service. Use available company tools, such as data capture consistently for support
  8. Use clientelling to deliver increased sales through effective up selling and cross selling
  9. Obtain feedback on products and services from customers and communicate to management and Supply team
  10. Assist in managing customer complaints by providing technical assistance and escalating complaints when needed
  11. Ensure the highest levels of MTM services are provided and that the customer receives the 'perfect' fit for his body silhouette as well as customer experience
  12. Reinforce standards and consistency on MTM services to minimize refund or remake rates
  13. Provide related services for ready to wear and MTM customers upon request
  14. Build and develop a comprehensive MTM program and team 
  15. oversee flagship retail sales operations and work to ensure store goals are met

Communication

  1. Speak to staff and customers with courtesy and respect
  2. Handle any complaints with a positive and proactive approach
  3. Build productive trusting relations with colleagues and customers
  4. Respond positively to coaching feedback from Management and ensure that it is implemented
  5. Communication plan on training of MTM and alterations, as well as arrange product display changes throughout the seasons
  6. Responsible for contributing to an open and effective communication channel within the team

Operations

  1. Ensure the store is kept clean and tidy, ensuring it adheres to company standards at all times
  2. Understand and execute company policies and procedures
  3. Adhere to store scheduling, arrive to store ahead of shift, ready to start work at your rostered time
  4. Ensuring all stock counts are completed regularly and you adhere to Health & Safety policy
  5. Regular update and feedback meetings with Management and Supply team, suggesting alternative cloths, offerings, and provide feedback through customers’ comments
  6. Accountable for the full MTM fabric introduction, measurements, garment trial, alteration, and after sales service & customer collections
  7. Thorough knowledge of ready to wear and MTM products as to inspire customers' trust especially with regards to providing technical competency in MTM and styling advice
  8. Be responsible for communication to customers and regional store teams on all MTM products
  9. Update Management on on-going basis on MTM business, training requirements and other opportunities
  10. Take co-ownership with Operations Manager for weekly and monthly stock takes and follow up on any discrepancies
  11. Customer collections to be managed through pushing the completed orders weekly and updating on overall plan to drive sales for the company 

KPIs

  1. Personal Sales Targets
  2. Store Targets
  3. Customer Data Capture (CDC)
  4. Average Transaction Value (ATV)
  5. Units per Transaction (UPT)
  6. Customer Relationship Management (CRM)
  7. Stock Management of final fittings orders vs. completed order

Requirements

  1. Ideally 1 year’s retail or sales experience, preferably in the luxury industry
  2. Have a basic understanding of suit selling principles and customer service
  3. Confident to approach and interact with customers
  4. Experience working with tailoring or ability to outfit build and style (ATV)
  5. To have a basic understanding of alterations and Made to Measure

Please send your Resume and accompanying cover letter explaining why you are the right person for us to us via the below link.

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