Purpose of the role
This role will support the day-to-day functions of retail operations and administration to facilitate exceptional client experience in store. This varied role will require direct communication with our store and head office teams to deliver operational excellence and synergy across the commercial teams. The role will also require an aptitude for client services and the agility to support across our digital ecommerce platform when necessary, liaising directly with clients.
The role will demand great attention to detail, clear and professional communication and an enjoyment of problem solving. Key skills will include adaptability, excellent organisation and time management.
Responsibilities
Client service
- Support with client enquiries via email, live chat and phone effectively, offering an exceptional client experience and in line with the Phoebe Philo tone of voice
- Respond to client enquiries within company SLA
- Be confident and able to engage and handle face-to-face client interactions
- Process client refunds
- Work closely with CS and production to coordinate timely NFC tag uploads
- Support department in achieving business KPIs: monitor high value transactions and clients with high potential, high return rate clients and potential clients of interest
- Build strong relationships across all departments to manage clients’ enquiries and issues proactively.
- Report any shipping and delivery issues to the logistics team and monitor resolution
Stock and Inventory
- Manage daily stock requests and transfers between stores
- Monitor non-sellable orders for retail stores (hangers, garment bags, packaging, swing tags, receipt holders, CRM cards)
- Create shipping labels and prepare shipments
- Process RTV’s and ensure efficient reception of deliveries
- Perform weekly inventory cycle counts to ensure stock integrity. Investigate and resolve discrepancies
- Monitor daily financial reconciliation files across stores and ensure sales figures align. Investigate any discrepancies between the POS and ERP
- Upload seasonal product data into concession portals
Retail Excellence
- Liaise with store teams about stock needs, repairs, deliveries, production queries and timelines
- Support the retail stores in their day-to-day needs
- Support the production of retail excellence guides and training materials
- Communicate consistently with line manager: feedback on store needs and suggest improvements in SOPs
Other
- Carry out daily ad-hoc duties as they may arise and adapt to business needs
Measures of Success
- Smooth running of daily operations reflected positively in business KPI’s across retail in store performance improvement
- Demonstrable retail and operational excellence in stores
- Accurate stock inventory across retail store network and private client department
- Reduction in shrinkage in periodic stock takes
- Client services department resolution time and refund processing consistently within SLA
- A constant and steady high standard of client experience delivered across all channels
Qualifications, Skills, Experience Required
- Bachelor’s degree in business, fashion or a related field preferred
- Understanding of and experience working in a luxury retail store environment
- Proficiency in Microsoft Office, Excel is a priority
- Interest in fashion and design
- High level of multi-tasking and the ability to prioritise with a sense of urgency
- Team player with a collaborative mind set and enthusiasm
- Excellent organizational skills and time management