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Ssense Montreal – Key Holder, Appointment Coordination


This is a Full-time position in Montreal, QC posted February 26, 2021.

Company DescriptionSSENSE, pronounced [es-uhns], is a Montreal-based fashion platform with global reach.

Founded in 2003, SSENSE is pacing the vanguard of directional retail with a mix of luxury, streetwear, and avant-garde labels.

We produce industry-leading original content and take pride in building our own technology solutions and systems from scratch.

Our field of focus has grown beyond that of a typical e-commerce entity as we explore the nexus of content, commerce, and culture.Currently serving 150 countries, generating an average of 88 million monthly page views, and achieving high double digit annual growth since inception, SSENSE is becoming a cultural protagonist in its own right.Job DescriptionReporting to the Assistant Manager of Appointment and POS operations, the Key Holder of Appointments operations is responsible for ensuring optimal execution and processes of the appointment model of SSENSE MONTRÉAL.

The candidate will supervise the daily accuracy, speed, and efficiency of the appointment inventory flow to enhance and maximize the customer experience before, during and after each point of contact.

The candidate will ensure flawless execution through quickly identifying, communicating and addressing issues to deliver best in class customer experience.

The candidate will foster a positive work environment that embraces SSENSE brand values and achieving key company objectives.

The candidate will coach and mentor the Merchandise Coordinators to continuously grow SSENSE Montreal’s retail business.ResponsibilitiesCustomer experience 20%Support managing the customer journey through both the visitor and appointment models.

Support may include but is not limited to: productivity, presentations, inventory management, transaction processing and after sales service which achieves outstanding customer experiencesAssist with client issues for resolutions and win-win solutions that enhance customer experiencesOperations 60%Track and achieve appointment model KPIs using the metric dashboard.Play an active role in maximizing the Merchandise Coordinators productivity and enhancing the customer experienceProcess and prepare merchandise for the sales floor, communicating new receipts and inbound merchandise with the team.Assist with operational and back of house activities, taking ownership for maintaining a high standard of back of house and offsite storage organization.Support the point of sale experience by ensuring client transactions are completed accurately and efficiently, leveraging SSENSE Systems and technology as necessary.Build strong relationships with the warehouse and technology teams to continuously improve processes to provide the highest quality of customer service.Ensure the functionality of technology and security systems in support of the appointment model.Support, promote and assume responsibility for loss prevention in all areas of risk management, physical security, store cash controls, inventory management and transaction accuracy.Ensure compliance of store operations, opening and closing procedures, health and safety, maintenance and company policies and protocols.Maintain current visual direction through identifying, communicating and ensuring highest standards of visual presentation to drive growth through product assortment and presentation optimizationLeadership 20%Ensure the Merchandise Coordinators are equipped with the necessary knowledge, skill sets and standards Motivate and engage the team in contributing to the achievement of business goals, as well as the company’s vision and valuesBuild and develop best-in-class, client-centric teams.

Continually evaluate the performance of the Merchandise Coordinators and provide “in the moment” feedback to ensure results.Drive collaboration between the Merchandise Coordinators, selling roles and support roles.QualificationsA minimum of 2 years previous supervisory or management experience in luxury retail, hospitality or customer serviceCollege or University degree in Logistic, Business, Management, or a related field is preferredExperience with operating POS systemProven experience establishing trusting relationships in an omni-channel environmentAbility to lift heavy boxes (15kg)Excellent written and verbal communication skills in both English and FrenchProficiency in Microsoft Office Suite, Google Suite, Web and computer-savvinessHours/days of work can be varied due to the demands of the businessSkillsAbility to be seen to set a performance example for others to aspire to achieveAbility to lead, coach and mentor employees to achieve personal and professional goalsAbility to measure and manage prioritiesAbility to lead a fast-paced environment, while ensuring an exceptionally high level of customer service across all registersDemonstrate a high degree of maturity and integrityHighly competent with technology and mobile applications.