From: Macau Daily Times
Tel: 2875 7651
Career Ladders: Fast Track to Success In Luxury Retail
Three years ago, Long Lai was just another fresh graduate without retail experience. Today, he is an expert in luxury product sales, equipped with a wealth of knowledge ranging from traditional leather treatment techniques to the sophisticated workings of the tourbillon mechanism.
“DFS carries an impressive array of top-tier brands in its stores. It’s the only place in Macau where you can be introduced to such a diverse range of products. That’s why I was attracted to the company,” says Lai, Product Sales Team Lead.
Established in 1960, DFS is the world’s leading luxury retailer for globetrotters, now owned by French luxury goods group Louis Vuitton Moët Hennessy. At company stores at The Boulevard at City of Dreams, venerable fashion labels such as Burberry, Dunhill, Gucci, Michael Kors and YSL, are found alongside industry-leading watches and jewelry such as Chopard, IWC, Longines, Bvlgari and Hublot.
“We strive to deliver a superior integrated customer experience in an innovative shopping environment. We’re trained to understand each product like the back of our hands in order to help guests appreciate the innovation and craftsmanship behind each design, which can spice up the fun of shopping,” says Lai.
To be able to do this, Lai attends training sessions every month, both from DFS and directly from the brands. “Each season, we’ll study the new collections in great detail. Brand representatives will come to tell us everything about each product, down to the tiniest detail, so we can be prepared for in-depth questions from the most savvy customers,” says Lai.
“Since the products in DFS range from ready-to-wear fashion and accessories to watches and jewelry, I can gain a comprehensive perspective of the luxury world from the industry leaders. It’s highly beneficial to my career development,” he adds.
Meanwhile, DFS has a tailor-made training program – Apprentice to Master – so its employees constantly learn about customer psychology analysis and updates on the industry, ensuring an ultimate luxury experience for customers under any circumstances.
“My favorite part of the program is when it taught me, step-by-step, how to empathize with disgruntled customers. It helps to calm down the customers so we can work out a solution. In fact, I got to know many of our now-regular customers because I was called to handle a complaint. It’s an extremely useful communication skill,” says Lai.
“Another thing I like about the program is the team spirit it creates within the company,” he adds. “We’re like one big family because the program has laid out a clear goal for us and we all believe in it. Therefore, we spare no effort in helping each other to achieve professional or personal growth. It’s a heartfelt working environment that I really cherish.”
This supportive workplace provides substantial career advancement opportunities. Consider Lai: He joined as a Sales Associate in Luxury in 2010 and his diligent and earnest learning attitude was soon recognized. He was promoted to Team Product Sales Leader one year later. “DFS is keen on cultivating local talent and it places great weight on promoting from within. So I recognized a clear career path from the day I joined. Knowing my efforts will be rewarded, I have a long-term career plan with the company.”
Career opportunities include positions overseas. At the moment, DFS has 14 Gallerias and more than 200 airport stores in the Middle East, India, Asia, Pacific islands and the United States. Employees at the managerial level who wish to gain international experience are welcome to apply for internal transfer to a city in another country.
“Working at DFS, I keep my finger on the pulse of the luxury world. I believe the well-structured company is a highway to a bright future, and I’m glad to be on it,” says Lai.
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Keyword: DFS, Retail Industry, Luxury Products, tailor-made training program, Career Opportunities