SSENSE Montreal - Communications Coordinator

  • 418 Rue Saint-Sulpice, Montréal, QC H2Y 2V5, Canada
  • Part-time

Company Description

SSENSE (pronounced [es-uhns]) is a global technology platform operating at the intersection of culture, community, and commerce. Headquartered in Montreal, it features a mix of established and emerging luxury brands across womenswear, menswear, kidswear, and Everything Else™.

SSENSE has garnered critical acclaim as both an e-commerce engine and a producer of cultural content, generating an average of 100 million monthly page views. Approximately 80% of its audience is between the ages of 18 to 40. It is privately held and has achieved high double digit annual growth and profitability since its inception.

Job Description

Reporting to the Assistant Manager, Client Experience and Retention, the Communications Coordinator will be responsible for providing timely, professional, and knowledgeable communication to all clients in a support capacity. The candidate will engage with customers through different communication channels to enhance and increase the customer experience before, during and after their time at SSENSE MONTRÉAL. The Communications Coordinator will ensure the functionality of in-store technology systems. The candidate will foster a positive work environment that embraces SSENSE brand values and achieves key company objectives.

RESPONSIBILITIES

Communication - 70%

  • Support the Retail team to deliver integrated internal and external communications strategies 
  • Support on the creation and delivery of one-to-one and one-to-many customer, and employee communications to ensure professionalism, data protection and efficiency
  • Support client issues for resolutions and win-win solutions that enhance our customers experience
  • Support on communication activities related to Brand launches, capsule collections and in-store activations
  • Coordinate with Customer Care, Personal Shopping and Communication teams to continuously improve processes and provide the highest quality of customer service
  • Maintain current visual direction through communicating and ensuring highest standards of visual presentation
  • Achieve operational KPIs as per the metric dashboard

Customer Experience - 20%

  • Support the customer journey flow through visitor and appointment models 
  • Ensure outstanding customer experiences are achieved through presentations, inventory management and after sales service
  • Support with driving the collaboration between the selling roles and support roles

Additional Responsibilities - 10%

  • Participate in building and developing best-in-class, client-centric teams
  • Support loss prevention in all areas of physical security, inventory management and transaction accuracy
  • Ensure compliance of store operations, health and safety, maintenance and company policies

Qualifications

  • A minimum of 1 year professional experience in luxury retail, hospitality or customer service
  • College or University degree in Communication or a related field is preferred
  • Experience with operating a Zendesk and Slack systems
  • Excellent knowledge of the labels carried by SSENSE including creative direction, history, and technical garment information
  • Excellent written and verbal communication skills in both French and English, other languages an asset
  • Proficiency in Microsoft Office Suite, Google Suite, Web and computer-savviness
  • Hours/days of work can be varied due to the demands of the business

SKILLS

  • Exceptional interpersonal skills with a natural ability to build relationships with clients
  • Detail-oriented with strong time management and organizational skills
  • Team player with solid interpersonal skills
  • Ability to work in a fast-paced environment, while delivering high level of customer service
  • Demonstrate a high degree of maturity and integrity
  • Highly competent with technology and mobile communication applications
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