We are currently seeking a passionate, energetic, and customer-centric Sales & Service Ambassador to join our team at Selfridges. Ideally, you’ll bring experience in Homewear and a flair for delivering exceptional service in a fast-paced retail environment.

Key Responsibilities

As a Sales & Services Ambassador, you will provide excellent customer service to all clients, consistently enhancing their experience in store and contributing meaningfully to the store’s sales performance and overall turnover.

You will competently build and develop sales while strengthening client relations through authentic and engaging interactions. With a deep understanding of the culture and values of the House, you will act as a true ambassador - bringing its vision to life on the shop floor.

In your role, you’ll also support and mentor newcomers, fostering their growth and guiding them as they integrate into the business. Through your leadership and collaboration, you’ll help shape a dynamic team environment and uphold the high standards expected of the House.

Sales & Service

• Contribution to turnover of store through active selling.
• Demonstrate warmth and patience in all dealings with our customers, always displaying a ‘can-do’ attitude.
• Confidently deal with customer requests and ensure an efficient communication throughout.
• Develop your knowledge of the after sales support processes.
• Be proactive yourself in familiarising yourself with merchandise to enhance product knowledge and be confident in selling across all metiers.
• Develop your awareness of commercial objectives.
• Provide qualitative feedback on the product to the store management and merchandising teams.
• Deliver an outstanding service to all clients.

Support

• Support new comers and be a ‘go to person’.
• Take on additional responsibilities (e.g.) ambassador for VM/CRM/training/digital.
• Regularly contribute in the morning briefs.
• Take responsibility of cycle count results within your metier and come up with solutions to improve.

Client

• Ensure strong customer communication during selling ceremony and in after sales.
• Accurate CRM capture and recording of client data.
• Hold a solid, active client base and continue to enhance this.
• Consistent efforts in clientelling with local clients
• Begin to gain experience in taking special orders.

Standards

• Active participation in store communications.
• Demonstrate excellent communication skills - both verbal or written.
• Maintain store standards and become familiar with daily procedures.
• Ensure merchandise is handled with care and consideration.
• Adherence and upholding of House procedures
• Maintain and uphold VM standards
• Be fully aware of stock levels within your metier and ensure timely replenishment and organisation.

Training

• Successfully participate in and complete any training provided.
• Develop training skills to share with your colleagues.

KPIs

Service

• Meet ACE index score > 80%
• Support in the conversion rate for the store

Measurable Targets

• Sales
• Units sold
• Average transaction
• Cross selling
• UPT
• Hpad usage
• Client creation
• Pre selling
• Reservation

Client development

• Support the repurchase rate for the store

Competencies

• Demonstrate good team spirit in the workplace and act as a team player.
• Show warmth and empathy, especially with objections.
• Stay calm and under pressure whilst also being adaptable and versatile.
• Acts as a true ambassador of the House.
• Hold a high level of personal standards and take initiative where necessary.
• Constructively challenge the norm.
• Show resilience and composure.
• Show dependability (e.g.) in stock takes, VM changes etc.
• Problem solving capabilities.
• Be active, flexible and stay involved.
• Inspire and motivate through attitude and actions.
• Actively contribute to the success of the store with strong sales.
• Lead by example in demonstrating exceptional service standard - actively showing warmth, generosity and simplicity in client interactions.

** Job responsibilities and functions are not limited to the above. We as Hermès employees must always ensure that all functions of our position are represented with the highest level of professionalism.