VIP & Client Engagement Specialist

1) To execute Zimmermann “Shopping Experience” training program

2) To ensure client satisfaction is achieved

3) To achieve the required consistent standard sales & the brand expectations of KPI’s as follows: Sales = LY, STD, YTD, and Forecast Link sales (multiple sales) Average $ per transaction

4) To proactively build relationships with high value clients

5) To develop an understanding of your clients’ fashion and lifestyle preferences

6) To identify clients shopping spend and trends season on season, feedback to Buying Team follow up with the relevant strategy

7) To ensure that sales leads are identified and prioritized in your daily workload

8) To utilize the Consignments P&P in order to increase both sales and ongoing rapport with clients unable to visit the store

9) To provide regular feedback to Store Manager relating to stock issues that may impact sales

CLIENT RELATIONS AND DATABASE:

1) To acquire and grow the Zimmermann client database through engaging and maintaining professional relationships ensuring full compliance with local legislation

2) To organize appointments in accordance with the launches, re-cuts, pre-orders and new seasons

‘customer requests’

3) To send “Thank you” emails to clients after each transaction

4) To obtain and add accurate client details to the database

5) To follow through on all new client leads, introducing the brand and engaging the client with the service and benefits to turn a prospect into a shopper

6) To demonstrate exemplary standards of client service to all clients (VIPs and non- VIPs), in line with brand expectation

7) To manage client expectations around waiting lists for high demand items and maximize sales achieved from waiting lists

8) To keep confidential all client information communicated or recorded, including but not limited to; client database, clients’ personal information (such as name and contact details, including celebrity or high profile clients), bank account, clients’ transactions and expenditure, and ensure Zimmermann’s Privacy and Client Information Policy is adhered to

PERFORMANCE & TRAINING

1) To achieve Zimmermann expectation in all areas of Service, Product Knowledge and Store Presentation

2) To follow Zimmermann Policies and Procedures

3) To achieve attendance and punctuality in every shift

4) To ensure that the Zimmermann Shopping Experience Overview is followed

5) To ensure that the Visual Merchandise Manual is followed

6) To ensure all Point-of-Sale procedures are followed thoroughly

7) To ensure that Team Member uniform guidelines are followed

8) To maintain a professional appearance reflective of the brand image

9) To create an enjoyable working environment which promotes passion, focus, results, and inclusivity

10) To attend Product trainings in order to be familiar with the product knowledge, benefits and features, VM and stock presentation expectations

11) To complete all Z.Style Suite trainings

12) To ensure that a consistently high standard of visual presentation is achieved and reflective of the brand directive

COMMUNICATION

1) To communicate any product feedback to Store Management Team

2) To ensure all communication carried out in store is done so in line with Zimmermann P&P

3) To ensure all communication from other stores, Zimmermann Head Office and Management is responded to in a timely manner, or as required

CRM

1) To utilize CRM platform to organize appointments and any service communication with clients

2) To created detailed client profiles on CRM platform, logging communication and setting reminders to assist in client development

3) To utilize CRM platform to send client “Thank you” after each transaction

VIP EVENTS

1) To organize and schedule “In Store Events” in accordance with Zimmermann Retail Calendar

2) To liaise with Global VIP Manager on events and obtain approvals for hosts and dates

3) To ensure that all the events are organized in accordance with “In Store Events” P&P

4) To clear communicate with “In Store Events” hosts the “T&C” on social media, invites and RSVPs

5) To manage the event in accordance with Zimmermann “In Store Events” P&P

6) To ensure that all guests details are entered in the system and a “thank you” note is sent to each of them

7) To ensure that a detailed report of the event is emailed to the management team

GIFTING AND DRESSING APPOINTMENTS

1) Host Celebrity and Media dressing appointments in store when directed by PR team

2) Completing gifting spreadsheets accurately and in a timely manner

STOCK INVENTORY & LOSS PREVENTION

1) To manage client consignment and stylist stock on loan as per Zimmermann P&P

2) To have a thorough understanding of the procedures relating to loss prevention

3) To have a high level of awareness of the store’s SOH

4) To ensure all Stock Reservations you are responsible for are removed in accordance with the Policy and Procedure

5) To ensure that if a theft occurs in store, your Line Managers are communicated immediately, and the Theft Report is completed

6) To follow bag checks as per Zimmermann P&P

ADMINISTRATION

1) To manage Top Spender and Client Spend to Date reports

2) To maintain updated database client information

3) To manage and control the Weekly and Monthly expenses relevant to your role

4) To ensure that administration is carried out accurately and efficiently in line with Zimmermann Policy and Procedures

5) To ensure that all reports are to be action in a timely manner

6) To attend Conference Calls when organized

7) To contribute to the store’s weekly summary

HEALTH AND SAFETY (OSHA/WHS)

1) To promote and always uphold the non-negotiable standards of the occupational health and safety policies and procedures

2) To ensure any incidents related to occupational health and safety are reported to the Retail Director and HR in an appropriate and timely manner