About the role
Company Description
CREATIVITY IS OUR SUPERPOWER. It’s our heritage and it’s also our future. Because we don’t just make toys. We create innovative products and experiences that inspire, entertain and develop children through play. Mattel is at its best when every member of our team feels respected, included, and heard—when everyone can show up as themselves and do their best work every day. We value and share an infinite range of ideas and voices that evolve and broaden our perspectives with a reach that extends into all our brands, partners, and suppliers.
The Team: The Personal Shopper position is part of the American Girl New York City retail store team. This position is 30 hours/week and benefitted.
Job Description
The Opportunity: The American Girl New York City retail store is looking for a dynamic individual as a Personal Shopper to provide personalized service to customers. The individual we seek has high energy and a positive attitude, is highly organized with strong time-management skills, efficient, flexible, team-oriented, and strives to create a positive experience for the client and their family.
What Your Impact Will Be
Treats clients as number one priority, with shopper offering undivided attention.
Provide premium customer service by asking/answering questions, recording/resolving customer concerns, responding to special requests, assessing needs, and offering suggestions.
Assist with the selling and booking of in-store special events
Check in guests for in-store special events or parties and ensure gifts and goodie bags are ready.
Assist with personal shopping appointments including preparation prior to the appointment (goodie bags, hold items, special requests) and assists on the sales floor as needed.
Initiates and responds to client communications, schedules appointments, and follows up with client as needed.
Utilizes Microsoft applications, including Outlook, to complete administrative duties.
Keep up-to-date on product knowledge and services.
Works throughout the store offering appropriate suggestions to create multiple sales, anticipating customer’s needs, and appropriately responding to special requests.
Consistently suggests and sells Café, store experiences, in store events and excursions.
Creates a positive experience for the purchaser and entire shopping unit/family.
Consistently demonstrates the principles of MAGIC and the values of PLAY while adhering to the company’s Service Standards as outlined in the Guiding Truths.
Demonstrates flexibility to adapt quickly to the pace of the business.
Handles multiple customers effectively.
Actively supports the mission of the company, which is “To Celebrate Girls”.
Client Development-Meets or exceed annual sales and repeat goals.
Maintains regular communication with clients via phone and written correspondence.
Routinely schedules appointments with clientele. Selectively adds client base and deletes inactive clientele.
Actively participates in program and works to build client base and foster client relationships.
Consistently suggests promotions and additional merchandise to every customer.
Maintains departmental expectations of repeat business.
Consistently books clients for Café, store experiences, in store events and excursions.
Policy and Procedure-Understands and adheres to company, store and department policies and procedures including POS policies, Team Time and customer hold policies.
Maintains customer information for all clients.
Complies with all components of the employee handbook including but not limited to the Dependability/Availability standards. Follows dress code presenting a professional appearance at all times.
Follows location standards for data capture (e.g. phone number, zip code, etc) and accurately enters the information into POS.
Achieves and maintains assigned phone and zip code capture rates.
Follows all POS procedures to ensure daily business needs are met, including accurate open/close of the registers and accurate of use the deposit safe.
Product Knowledge-Attends product trainings, storewide meetings & reads American Girl Publications including catalogues.
Can suggest and speak to current in-store & catalogue promotions & uses this information to better serve the customer.
Optimizes selling opportunities by offering complimentary merchandise, PWP, OMT to every customer to build sales.
Effectively determines customer needs, offers features and benefits, overcomes objections, and successfully closes the sale.
Monitors personal contribution to store and PS financial goals including KPI’s and individual sales goals.
Maintains customer information in an organized manner.
Ensures that all client correspondence is timely.
Takes ownership for the upkeep of the Personal Shopping offices, lounge, and cash wrap.
Share store and department information with coworkers, solve problems, and resolve all business and interpersonal issues respectfully and collaboratively.
Ask for help and feedback regularly.
Accept help and feedback openly and willingly help others.
Supports coworkers by offering assistance as needed.
Welcome all new associates to the department and assist with their training.
Follows all company standards, guidelines, policies and procedures consistently.
Qualifications
What We’re Looking For
1 to 2 years of retail sales and service experience required demonstrating success in personalized selling, relationship building, and delivering high touch customer experiences. Experience in personal shopping, specialty, or luxury retail preferred.
Must have computer skills, including familiarity with Microsoft Office applications (Word, Excel and Outlook).
Demonstrated ability working with a broad and diverse work force and customer base, including working with children.
Excellent organizational and time management skills.
Strong verbal and written communication skills.
Team player; flexible to meet changing business demands.
Must be available to work evening, weekend, and holiday shifts.
*Hourly rate is based on a candidate’s education, skills and experience.
Additional Information
Don’t meet every single requirement? At Mattel we are dedicated to building a diverse and inclusive workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.
What It’s Like to Work Here
American Girl is subsidiary of Mattel, a purpose driven company aiming to empower the next generation to explore the wonder of childhood and reach their full potential. We live up to our purpose employing the following behaviors:
We collaborate: Being a part of Mattel means being part of one team with shared values and common goals. Every person counts and working closely together always brings better results. Partnership is our process and our collective capabilities is our superpower.
We innovate: At Mattel we always aim to find new and better ways to create innovative products and experiences. No matter where you work in the organization, you can always make a difference and have real impact. We welcome new ideas and value new initiatives that challenge conventional thinking.
We execute: We are a performance driven company. We strive for excellence and are focused on pursuing best in class outcomes. We believe in accountability and ownership and know that our people are at their best when they are empowered to create and deliver results.
The pay range for this position is between $23-24 per hour. The pay range is indicative of projected hiring range, however, base pay will be determined based on candidate's work location, skills and experience. Mattel offers competitive total pay programs, comprehensive benefits and resources to help empower a culture where every employee can reach their full potential.
Who We Are
American Girl is a premium brand for girls and a wholly-owned subsidiary of Mattel, Inc. (NASDAQ:MAT, www.mattel.com), a leading global toy company and owner of one of the strongest catalogs of children’s and family entertainment franchises in the world. We create innovative products and experiences that inspire, entertain and develop children through play. We engage consumers through our portfolio of iconic brands, including Barbie, Hot Wheels, Fisher-Price, American Girl, Thomas & Friends, UNO and MEGA, as well as other popular intellectual properties that we own or license in partnership with global entertainment companies. Our offerings include film and television content, gaming, music and live events. We operate in 35 locations and our products are available in more than 150 countries in collaboration with the world’s leading retail and ecommerce companies. Since its founding in 1945, Mattel is proud to be a trusted partner in empowering children to explore the wonder of childhood and reach their full potential.
Mattel is recognized for the second year in a row as a Great Place to Work™ and as one of Fast Company’s Best Workplaces for Innovators in 2022.
Visit us at https://jobs.mattel.com/ and www.instagram.com/MattelCareers.
Mattel is an Affirmative Action/Equal Opportunity Employer where we want you to bring your authentic self to work every day. We welcome all job seekers including minorities, females, veterans, individuals with disabilities, and those of all sexual orientations and gender identities.