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Key Responsibilities and Required Skills for an Indochino Shop Salesperson (Style Guide)

💰 $ - $

RetailSalesFashionCustomer Service

🎯 Role Definition

At its core, the Indochino Shop Salesperson, or Style Guide, is the primary ambassador of the Indochino brand within our showrooms. This role transcends traditional retail sales; it is about creating a personalized, memorable, and confidence-inspiring journey for every client. The Style Guide is a trusted expert in menswear, fit, and customization, responsible for guiding clients through the entire made-to-measure process. From the initial appointment booking and warm welcome to taking precise measurements, offering sartorial advice, and ensuring a perfect final fitting, the Style Guide owns the client experience. This position requires a unique blend of sales acumen, a passion for fashion, technical precision, and an unwavering commitment to exceptional customer service.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Premium Retail Sales Associate
  • Customer Service Specialist
  • Personal Stylist or Shopper

Advancement To:

  • Lead Style Guide / Key Holder
  • Assistant Showroom Manager
  • Showroom Manager

Lateral Moves:

  • Corporate Customer Experience Specialist
  • Visual Merchandising Coordinator

Core Responsibilities

Primary Functions

  • Serve as a dedicated brand ambassador, embodying the Indochino ethos and delivering an exceptional, high-touch customer experience from initial greeting through to post-purchase follow-up.
  • Proactively engage with clients to drive and exceed individual sales goals and other key performance indicators (KPIs), such as conversion rates and units per transaction, utilizing a consultative sales approach.
  • Expertly guide clients through the entire made-to-measure process, from selecting the right fabrics and customizations to finalizing the design of their unique garments.
  • Execute the Indochino 3D body scanning and traditional tape measurement process with exceptional precision and consistency to ensure accurate data capture for the creation of perfectly fitted custom garments.
  • Cultivate a strong personal client book by building lasting relationships, conducting proactive outreach, and scheduling follow-up appointments to encourage repeat business and referrals.
  • Master and maintain an in-depth knowledge of all Indochino products, including suiting, casualwear, fabrics, and customization options, to provide clients with knowledgeable and confident style advice.
  • Manage the client appointment flow effectively, ensuring a seamless and timely experience for both scheduled appointments and walk-in customers.
  • Conduct final garment fittings, assess the fit with a critical eye, identify any necessary adjustments, and clearly communicate alteration needs to the client and internal teams.
  • Address and resolve customer issues or concerns with empathy and professionalism, aiming for first-contact resolution to maintain client satisfaction and loyalty.
  • Process customer transactions accurately and efficiently using the point-of-sale (POS) system and our proprietary ordering platform.
  • Maintain the showroom's visual and operational standards by assisting with merchandising, ensuring the space is clean, organized, and representative of the premium Indochino brand.
  • Actively participate in all training sessions and team meetings to stay current on new product launches, promotions, and evolving company procedures.
  • Collaborate effectively with fellow Style Guides and showroom leadership to create a positive, supportive, and high-performance team environment.
  • Assist clients with wedding party bookings and group appointments, providing a coordinated and seamless experience for all members of the party.
  • Manage personal sales pipeline and appointment calendar meticulously, ensuring preparedness for each client interaction.
  • Educate clients on the value and benefits of custom clothing, effectively communicating the brand's unique selling proposition compared to off-the-rack options.
  • Handle inbound and outbound phone calls and emails professionally, assisting with appointment scheduling, status inquiries, and general questions.
  • Support inventory management tasks as needed, including receiving shipments and organizing back-stock to ensure product availability.
  • Uphold all company policies and procedures, particularly those related to customer service, sales, and showroom operations, to ensure a consistent brand experience.
  • Provide insightful, on-the-ground feedback to management regarding customer preferences, product performance, and potential process improvements.

Secondary Functions

  • Assist showroom leadership with ad-hoc reporting on sales trends, appointment conversion rates, and customer feedback to inform local strategies.
  • Provide valuable on-the-ground feedback on customer preferences, product performance, and system usability to contribute to broader company-wide improvements.
  • Partner with the visual merchandising team to implement directives and maintain the showroom’s aesthetic appeal, ensuring it aligns with brand standards.
  • Engage actively in daily team huddles, weekly meetings, and ongoing product knowledge training to stay aligned on goals, promotions, and new product launches.

Required Skills & Competencies

Hard Skills (Technical)

  • Point of Sale (POS) & Order Management Systems: Proficiency in operating retail POS systems and proprietary software for entering complex custom orders.
  • Precise Garment Measurement: The ability to learn and execute detailed, multi-point body measurements with a high degree of accuracy and consistency.
    -Customer Relationship Management (CRM): Experience using CRM tools to manage a client book, track interactions, and conduct targeted outreach.
  • Product Knowledge of Menswear: Deep understanding of men's fashion, including suit construction, fabric types (e.g., wool, linen, cotton), and style terminology.
  • Appointment Scheduling Software: Competency in using digital calendars and scheduling platforms to manage customer appointments efficiently.

Soft Skills

  • Consultative Selling: The ability to build rapport, ask probing questions, and recommend solutions that meet the client's needs, rather than just pushing a product.
  • Active Listening & Empathy: A genuine desire to listen to and understand a client's needs, concerns, and style aspirations to provide the best possible service.
  • Relationship Building (Clienteling): The skill of turning a one-time transaction into a long-term relationship through personalized attention and follow-up.
  • Adaptability & Problem-Solving: The capacity to think on your feet and find creative solutions when faced with customer issues, fit challenges, or unexpected situations.
  • Communication & Interpersonal Skills: Excellent verbal and non-verbal communication skills to clearly explain complex customization options and build trust with a diverse clientele.
  • Time Management & Prioritization: The ability to manage multiple clients, appointments, and administrative tasks simultaneously in a fast-paced environment.

Education & Experience

Educational Background

Minimum Education:

  • High School Diploma or equivalent.

Preferred Education:

  • Associate's or Bachelor's Degree.

Relevant Fields of Study:

  • Fashion Merchandising or Design
  • Business Administration or Marketing

Experience Requirements

Typical Experience Range:
1-3 years of experience in a client-facing role within a premium retail, sales, or customer service environment.

Preferred:
Direct experience in menswear, suiting, personal styling, or a made-to-measure/bespoke clothing environment is highly advantageous and strongly preferred. A demonstrated passion for fashion and style is essential.

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