Chanel

JOB PURPOSE

In line with the F&B vision and mission, the SKINCARE SPECIALIST creates a unique and memorable experience for each client, at every moment and at every point of sales.

Combining a business orientation and a passion for the client, the SKINCARE SPECIALIST is an artist of relation who contributes to the Brand image and helps to build retail leadership in the market.

KEY RESPONSIBILITIES

CHANEL Ambassador: the SKINCARE SPECIALIST embodies the values of the Brand.

• Always present in a stylish and professional image of a CHANEL SKINCARE SPECIALIST, in line with CHANEL standards.
• Respects the uniform and grooming guidelines at all times to project the brand image. Lead as a role model to upkeep the standards of BA’s grooming at POS.
• Ensure all communication/interaction with clients are in confidence and in line with CHANEL’s image and standards.
• Ensures that work area (including cabin if applicable) is clean, tidy, hygienic and professional at all times; knows and respects VM guidelines.
• Has a solid knowledge of the Brand, its heritage, modernity and know-how on Fragrance & Beauty business and a general understanding of Fashion and WFJ businesses, is able to share it with the clients as well as the team. (“Insider” attribute)
• Show curiosity to learn more to nourish a beauty culture and trend knowledge, being pro-active in self-learning. (“Influencer” attribute)

Experience Creator: the SKINCARE SPECIALIST surpasses client expectations.

• Creates a tailor-made client experience, personalized solutions for each visit and each client, using the CHANEL experience ritual and building long-lasting relationship with clients.
• Provide personalized skincare consultation/flash facial service to clients. Understand client’s needs in skincare, propose personalized skincare program that delivers accurate results to ensure client satisfaction.
• Share skincare trends and tips with clients to educate and inspire them, and enrich their experience in using CHANEL skincare products. (“Influencer” attribute)
• Proactively invite clients come back for skincare services and schedule appointments.
• Good time management during flash facial service by following service protocols & time frame.
• Assist in skincare workshops/seminars and demonstrate brand expertise & professionalism.
• Embraces digital shopping trends and facilitate in delivering a seamless omni-channel experience for clients. (“Influencer” attribute)
• Co-creates stories with and for the client, sharing the brand culture and blending it with the client's personal story and the point of sale environment to come up with unique moments made just for them. (“Story-Maker” attribute)
• Capable of sharing relevant CHANEL social media content to clients.
• Handles client service complaints and requests effectively and according to guidelines, can deal with complexity and challenging situations.

Business Driver: the SKINCARE SPECIALIST is performance-minded in order to achieve our objectives.

• Knows and understands the business challenges and maintains discretion about all areas of the CHANEL business.
• Contributes to build the business by achieving sales targets, using all levers such as products, services, client database … to retain, recruit and grow client return rate.
• Actively seek to recruit or convert new skincare users to CHANEL.
• Promote cross-selling by suggesting CHANEL makeup products and fragrances.
• Seek continuous improvement in achieving higher performance and sales targets defined by counter/boutique manager.
• Provide feedback on CHANEL skincare products with client & retail insights.
• Maintain up-to-date knowledge of competitor products and launches, keep abreast of new trends in the market, esp on skincare.
• Has an appropriate knowledge of operations to ensure the smooth running of business, and reports to the Counter/Boutique Manager.
• Follow all operational procedures and guidelines regarding sales, returns, transfers, stock adjustments, inventory control, the utilization of SPM and all policies.
• Be accountable for stocks at POS by overseeing stock receipts and regular stocktaking. Ensure data accuracy according to company policy and SOP.
• Use IT system to record sales figures for data analysis and reporting.
• Ensure all customer details and data are recorded and maintained properly under the destined company database via the company device. CRM data on each customer is kept up-to-date, in accordance to the policy on Collection and Protection of Company Data.

Team Player: the SKINCARE SPECIALIST acts interdependently and demonstrates team spirit

• Has a positive attitude, communicates with the team and the manager on a regular basis and has the sense of ethics and integrity.
• Shares best practices with the team, is pro-active and contributes to nourish the collective knowledge and skills.
• Be a role model to Beauty Advisors, inspire and elevate their capability in providing up-to-level skincare services and creating skincare sales.
• Treats others with respect, acknowledges cultural differences, and is willing to learn from those differences.

EXPERIENCE AND QUALIFICATION

• A facial certificate according to local government regulation.
• Past salon facial experience is a plus but not mandatory.
• At least 1 year experience in cosmetic and retail industry.
• Good hands skills to provide facial service.
• Good selling skills across the 3 categories with distinct passion and talent in skincare.
• Basic makeup skills.
• Possess overall pleasant appearance.
• Knowledge of operations.
• Able to work in fast-paced environment.
• Technology savvy and digital trend awareness.
• Language skills (to be adapted locally).

SOFT SKILLS AND ABILITIES

• Eagerness and willingness to take care of the client, basic understanding of client service.
• Interpersonal and communication skills, ability to establish emotional connection and build a relationship
• Empathy and listening skills
• Generosity and "art of caring", service-minded
• Curiosity, openness and eagerness to learn
• Problem solving and ability to deal with complexity and change
• Self-awareness, self-confidence, self-learner
• Performance-driven
• Enthusiasm, energy and motivation
• Storytelling and ability to engage and inspire
• Team spirit, ethics and integrity
• Positive attitude and body language, open mindset

ACADEMIC/PROFESSIONAL QUALIFICATIONS (to be adapted locally)

• Secondary School Graduate