Sales Coach-Client Care Center
- Employer
- Tiffany & Co.
- Location
- Shanghai, China
- Closing date
- 13 Feb 2023
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General Summary:
Partner with CCC team leader to monitor and coach the CSR team for providing excellent selling, service and be very sales-driven in daily Client Care actions to achieve business goals .
Responsibilities:
Coaching for selling skills development
- Monitor and observe daily customer interactions through different channels and debrief by sharing strengths and areas for improvement to the coaches as evaluated against Tiffany knowledge, selling skills and attitude benchmarks/best practices.
- Ensure brand behaviors are demonstrated during interactions with clients as company standard including but not limited to languages, interactions, product presentation, etc.
- Partner with Team leader for structuring, scheduling, and participating in motivational team meetings that include topics such as Sales results / Client Satisfaction rates/ bestselling skills sharing and action planning, individual coach sessions etc.
Coaching for business performance
- Partner with CCC team leader to monitor and coach the sales team on their individual targets and debrief sales figures in real time.
- Monitor KPIs and coach to exceed individual and team targets.
- Keep the team updated on all coaching conversations, and action plans in a timely manner.
- Establish frequent check-in schedule with CCC management team.
Selling skills Training and Post-training Support
- Facilitate or co-facilitate training programs to achieve learning and performance goals.
- Provide support for post-training endeavors (surveys, follow-up, correspondence.)
- Suggest development of classes/materials such as end-user manuals, reference materials, etc. to fill identified training needs or gaps.
Qualifications:
#LI-LX1
Partner with CCC team leader to monitor and coach the CSR team for providing excellent selling, service and be very sales-driven in daily Client Care actions to achieve business goals .
Responsibilities:
Coaching for selling skills development
- Monitor and observe daily customer interactions through different channels and debrief by sharing strengths and areas for improvement to the coaches as evaluated against Tiffany knowledge, selling skills and attitude benchmarks/best practices.
- Ensure brand behaviors are demonstrated during interactions with clients as company standard including but not limited to languages, interactions, product presentation, etc.
- Partner with Team leader for structuring, scheduling, and participating in motivational team meetings that include topics such as Sales results / Client Satisfaction rates/ bestselling skills sharing and action planning, individual coach sessions etc.
Coaching for business performance
- Partner with CCC team leader to monitor and coach the sales team on their individual targets and debrief sales figures in real time.
- Monitor KPIs and coach to exceed individual and team targets.
- Keep the team updated on all coaching conversations, and action plans in a timely manner.
- Establish frequent check-in schedule with CCC management team.
Selling skills Training and Post-training Support
- Facilitate or co-facilitate training programs to achieve learning and performance goals.
- Provide support for post-training endeavors (surveys, follow-up, correspondence.)
- Suggest development of classes/materials such as end-user manuals, reference materials, etc. to fill identified training needs or gaps.
Qualifications:
- Bachelor's degree in a related discipline.
- 5+ years retail experience (luxury brands or luxury service industries).
- Knowledge of luxury retail, jewelry industry is preferred.
- Coaching and/or organizational development experience.
- Strong Facilitation, communication, and interpersonal skills.
- Ability to interact with all levels of employees.
- Strong teamwork skill.
- Excellent follow up, organizational skills and project management skills.
- Can work with minimum supervision.
#LI-LX1
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