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SSENSE: Online Personal Stylist (Japanese-English)


This is a Full-time position in Montreal, QC posted April 2, 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 Personal Shopping Manager, the Online Personal Stylist is responsible for serving a portfolio of premium online customers.

He/She will develop lasting relationships with users, providing a high-touch personal styling and shopping experience.

The ideal candidate will consult with users in real time, both online and over the phone, leveraging his/her understanding of current trends along with user preferences and specifications.ResponsibilitiesClienteling & SellingBuild lasting personal relationships with premium customers, becoming their trusted style advisor and friendTake ownership of customer requests and needs to provide prompt resolutions that exceed expectationsProvide personalized advice and recommendations through an intuitive understanding of customer style and lifestylePromote new arrivals by sharing behind the scene pictures on WeChat and Instagram or through 1-1 client conversationsBuild and maintain a list of 80 active clients, ensuring frequent follow-ups and proactive reach-outs with all of them to maximize lifetime value and minimize churnKeep track of customer requests for upcoming items, occasionally arranging special orders with Buying, and notify them as soon as they are receivedOffer early access to coveted items to clients, placing or modifying orders for them Meet visiting clients at SSENSE Montreal for appointments, arrange gifting for special occasionsEnsure performance and sales targets are met OperationsProactively follow up on customer purchases, upgrading shipping or rushing orders when needed, and support customers with returns and exchangesCollaborate with our Distribution Center to place products on hold or handle special ordersSupport the Customer Care team by handling product-related requests and premium client enquiries, through email and chatReview purchase orders for upcoming seasons and monitor shipment statusApply special discounts on orders for Private Sales or VIP clientsExpertiseCultivate an extensive knowledge of trends, brands and product catalogs, acting as a reference for both clients and the Customer Care teamConstantly stay up to date on new arrivals, product launches and new brandsDemonstrate an expertise of specific customer segments (geographical market or style profile), anticipating future demand and sharing insights with the rest of the Personal Shopping teamSeek to improve the personal shopping experience by coming up with suggestions and new initiatives to delight customersQualificationsBachelor’s degree in Fashion, or a related fieldA minimum of 4 years experience as a Sales Associate or Personal Stylist Proven experience establishing relationships and serving luxury customersKnowledge of luxury brands, from their history to the construction of the garmentsWeb and computer-savviness, knowledge of Google suite an assetExcellent written and verbal communication skills in both Japanese and EnglishSkillsSolid interpersonal skills with a natural ability to build relationships Ability to quickly assess customers’ personalities and styleAutonomous and organized with strong attention to detailsAbility to work in pairs and as part of a teamCustomer-oriented with exceptional problem solving skillsAbility to work in a fast-paced environment, while delivering an exceptionally high level of customer service