SSENSE, 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 Description
Reporting to the Personal Shopping Senior Manager, the Associate Manager leads a team of Online Personal Stylists who cater to a growing portfolio of top tier online customers. He/She is accountable for achieving key company objectives while ensuring an exceptionally high level of service and creating a positive work environment. The Associate Manager will also play a key role in building the future of Personal Shopping by scaling and coaching the team and improving our processes through constant innovation.
**This remote position is based out of Vancouver, in a Work-From-Home setting.
Responsibilities
Leadership (15%)
Supervise a team of Online Personal Stylists through day-to-day adjustments and weekly 1-1s to ensure team effectiveness, happiness and individual growth
Coach Online Personal Stylists on sales and clienteling techniques, motivate the team to meet sales targets and complete tasks on time, manage variations in performance and conduct performance evaluations
Operations (70%)
Monitor team workload and daily KPIs, coordinate day-to-day activities with other departments and ensure that information is communicated to the team in a timely and actionable manner
Ensure the tone and quality of communications with clients comply with the SSENSE brand and quality standards, in order to maintain exceptional NPS scores
Act as an escalation point for complex cases and unsatisfied clients, conduct quality assurance spot checks on client conversations and product recommendations
Work with Personal Shopping Analyst and Associate Stylist to advise on clients selection and distribution, client-base ramp up and minimize churn
Collaborate with Buying, Marketing and Retail to coordinate product launches and advise on product allocations
Oversee special orders, product reservations and special shipments, in collaboration with our Distribution Center
Approve and keep track of budget regarding gifting, discounts and other client related expenses
Coordinate product knowledge trainings and fitting session, ensure the information flows between team members
Master and ensure the respect of all processes and policies. Collaborate with other departments to improve or create new processes, then document, organize and communicate them to the team
Strategy (15%)
Collect market intelligence and surface customer & trends insights to advise the Personal Shopping Senior Manager as well as the Global Sales and Buying teams on local opportunities
Collaborate with the Personal Shopping Senior Manager in the recruitment selection process, help set quarterly objectives for the team and conduct performance evaluations
Collaborate with the team to identify innovation opportunities and surface customer & trends insights to help the growth and success of the Personal Shopping Program
Qualifications
Bachelor’s degree in Fashion, Business or a related field
A minimum of 5 years experience in retail
A minimum of 2 years experience as a Store Manager or Assistant Store Manager, and proven experience establishing trusting relationships with clients
Advanced knowledge of the labels carried by SSENSE, from their history to technical garments information
Web and computer-savviness, solid knowledge of Microsoft Excel. Past experience working in an office setting, an asset.
Excellent written and verbal communication skills, Mandarin or Korean an asset.
Skills
Natural leader and entrepreneurial mindset
Detail oriented and articulate, with excellent problem solving, time management and organizational skills
Solid interpersonal skills with a natural ability to build relationships
Ability to lead by example, coach and mentor all employees to achieve personal and professional goals
Ability to work efficiently to meet deadlines, while delivering an exceptionally high level of customer service
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