ABOUT THIS ROLE
Reporting to the Regional Manager within Premium Retail, the Brand Ambassador will be responsible for achieving sales targets, maximising profitability, and ultimately growing sales revenue through raising the profile of ghd.
Consistently providing the highest level of customer service, which is engaging, prompt and informative by demonstrating exceptional product knowledge, excellent personable skills, and high store standards.
Finally, the preferred candidate will act as a role model for customer experience, always delivering exceptional service, they will come with a strong commercial understanding of key sales drivers and opportunities to improve performance.
The UK and Ireland is the largest and most developed markets for ghd. It is a critical territory for the sustainability of the brand at a global level. The role of Brand Ambassador is key to developing customer loyalty and driving sales revenue.
JOB ROLE AND RESPONSIBILITIES
Customer Service
-
Deliver exceptional customer service in line with Mystery Shopper and ghd selling guidelines.
-
Actively engage in positive dialogue with customers to establish their needs, offer guidance and generate sales.
-
Able to establish rapport with customers, adapting their approach as required.
-
Inform customers about our products and services in a positive and knowledgeable way.
-
Confidently share ghd’s history & product knowledge to maximise sales and provide an unforgettable customer experience.
-
Delivers exceptional customer service in line with PHD & Sales Training.
-
Creates opportunities for theatre and ‘play’ in store, conducts and encourages effective sales floor product demonstrations to create a fun and enjoyable shopping experience whilst generating sales.
-
Aware of industry and social media trends and topics, uses this insight to inform interactions with customers.
-
Confidently overcomes any objections to purchase without ‘hard selling’ and gains commitment to purchase and close the sale.
Personal/People Management
-
Lead by example with enthusiasm and energy and inspire your team on a day-to-day basis, to deliver the Retail Strategy and ensure all work is completed to a high standard (accurate, timely, thoughtfully and in line with our brand).
-
Develop and coach a highly motivated, successful team to drive and deliver results in line with agreed objectives and KPIs/Targets.
-
Conduct regular performance reviews throughout the year to ensure ghd team are on track and performing to their potential.
-
First point of escalation for day-to-day questions.
-
Cultivate an environment of teamwork, openness, creativity, and continuous improvement of everyone's role.
-
Support the Regional Manager, and or Sales and Service Manager within store recruitment.
-
Induct and new team members, and handle people issues in a timely manner in conjunction with the People team and Training, following ghd processes.
-
Manage the holiday booking process to ensure the store maintains adequate cover at all times as agreed with Regional Manager.
-
Monitor timekeeping and attendance and take effective corrective action when required.
-
Ensure appropriate confidentiality, professional etiquette and respect for colleagues at all times.
-
Foster a culture of creativity and excellence.
-
Role model and champion the 5Cs framework, be Collaborative, Creative, Courageous, Connected, Committed.
Sales and Store Standards
-
Responsible for achieving set targets and all other defined KPIs within the retail concessions.
-
Driving a selling culture within the ghd retail space.
-
Ensure the visual and commercial presentation of the retail concession is always maintained to the highest standard and in line with brand standards.
-
Build and maintain relationships with external brands and stores to drive and maximise marketing & eventing opportunities.
-
Maintain high standards of stock replenishment and ensure all items are on display and correctly priced.
-
Ensure stock room is maintained to a high standard and all stock treated with respect.
-
Assist with cleaning duties to ensure the store is maintained to a high standard of presentation.
-
Advise the Regional Manager of any stock control issues or delivery discrepancies.
-
Ensure full compliance regarding till operation, refunds and cash control.
-
Prepare and submit timely, accurate and complete reporting as requested by ghd management.
-
Promote a positive work environment by maintaining a respectful workplace.
-
Committed to planning and executing in store events to a high standard.
-
Attending all Regional & Channel wide Training, Conferences & Conference Calls
-
Develop your store Social Media presence, encouraging your team to be creative and innovative.
-
Work with Regional Manager/Cluster Manager on periodic store visits to review KPI performance and standards in all areas and agree an action plan to drive sales & service.
KEY SKILLS AND ATTRIBUTES
Customer centric and relentless about exceeding expectations.-
Entrepreneurial mindset.
-
Highly presentable and very well groomed.
-
Ability to work on own initiative as well as part of a team.
-
Self-motivated, passionate, empathetic, approachable.
-
Results orientated.
-
Desire to continuously learn new skills and develop.
-
Hunger to deliver exceptional customer service.
-
Positive ’can do’ attitude.
-
Flexibility and determination to ‘win’.
-
Committed team player.
-
Receptive to feedback.
-
Ability to delegate tasks and activities.
-
Confident leading a team, with strong coaching and mentoring skills
-
Outstanding communication and interpersonal skills.
-
Excellent organisation and presentation skills
-
Initiative-taking, passionate, empathetic individual with a positive attitude, “can do” approach and entrepreneurial growth and ‘anything is possible’ mindset.
-
Resilience and agile to the dynamic nature of the ever-changing market and business needs.
-
Strong organisational skills, an eye for detail and ability to juggle multiple projects and ability to multitask under pressure in a demanding environment.
-
Demonstrate ownership and accountability, can give examples of taking measured risks to achieve results.
-
Enthusiastic, energetic outgoing, determined to win and a passion for people and all things hair and beauty related.
-
Act with transparency and integrity.
-
Create a climate of inclusion and diversity.
-
Actively live and breathe the ghd brand.
-
UK based with the ability to travel to UK/ROI without restrictions.
-
Willingness & confidence to negotiate localised opportunities.