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Ssense Montreal – Key Holder, Pos Operations


This is a Full-time position in Laval, QC posted July 15, 2021.

Company DescriptionSSENSE, 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 DescriptionReporting to the Assistant Manager, Appointments and POS Operations, the Key Holder of POS Operations is responsible for ensuring optimal operations execution of the POS system and opening & closing procedures for SSENSE Montreal.

The candidate will supervise the daily accuracy, speed, and efficiency of the checkout process to enhance and to maximize the customer experience before, during and after each point of contact.

They will ensure flawless execution through quickly identifying, communicating and addressing issues to deliver best-in-class customer experience.

The candidate will foster a positive work environment that embraces SSENSE brand values and achieves key company objectives.

The candidate will coach and mentor the POS Coordinators to continuously grow SSENSE Montreal’s retail business.ResponsibilitiesCustomer Experience 20%Support managing the customer journey through walk-ins and appointment model including productivity, presentations, inventory management, transaction process and after sales service to ensure outstanding customer experiencesAssist with client issues for resolutions and win-win solutions that enhance customer experiencesOperations 60%Track and achieve point of sale KPIs using the metric dashboardPlay an active role in maximizing the POS Coordinators’ productivity and enhancing the customer experience Supervise the point of sale experience by ensuring client transactions are completed accurately and efficiently, leveraging SSENSE systems and technology as necessaryTransaction types may include [and should not be limited to] in-store and online direct purchases, applying discounts, allocation issues, completing price adjustments, exchanges and returns, customer issues (damages, defective items, sizing issues, etc.), payment methods (credit cards, debit, cash, etc.), taxes, online transactions, etc.Supervise the opening and closing procedures:Ensure accuracy of the point of sale system, cash deposit, inventory reconciliation and safe float following proper procedures documented in the opening and closing guidelinesEnsure that deposit slips, envelopes and deposit bags are correctly filled out and cash closing procedures are followed and cleared by accounting on a daily basisParticipate with operational and back of house activities, maintaining a high standard of back of house and offsite storage organizationAssist when necessary with appointment-model operational activities, taking ownership to meet the promise to customersCollaborate with the warehouse and technology teams to continuously improve processes to provide the highest quality of customer serviceEnsure the functionality of technology and security systems in support of the appointment model and checkout processSupport, promote, and assume responsibility for loss prevention in all areas of risk management, physical security, store cash controls, inventory management, and transaction accuracy.Ensure compliance of store operations, opening and closing procedures, health and safety, maintenance, and company policies and protocolsMaintain current visual direction through identifying, communicating and ensuring highest standards of visual presentation to drive growth through product assortment and presentation optimizationLeadership 20%Ensure the POS Coordinators are equipped with the necessary knowledge, skill sets and standardsMotivate and engage the team in contributing to the achievement of business goals, as well as company’s vision and valuesBuild and develop best-in-class, client-centric teams Continually evaluate the performance of the POS Coordinators and provide “in the moment” feedback to ensure resultsDrive collaboration between the POS Coordinators, selling roles and support rolesQualificationsA minimum of 2 years previous supervisory or management experience in luxury retail, hospitality or customer serviceCollege or University degree in Logistic, Business, Management, or a related field is preferredExperience with operating POS systemsProven experience establishing trusting relationships in a multi-channel environmentAbility to lift heavy boxes (15kg)Excellent written and verbal communication skills in both French and EnglishProficiency in Microsoft Office Suite, Google Suite, Web and computer-savvinessHours/days of work can be varied due to the demands of the businessSkillsAbility to be seen to set a performance example for others to aspire to achieveAbility to lead, coach and mentor employees to achieve personal and professional goalsAbility to measure and manage prioritiesAbility to lead a fast-paced environment, while ensuring an exceptionally high level of customer service across all registersDemonstrate a high degree of maturity and integrityHighly competent with technology and mobile applications.