OPERATIONAL MANUAL ULTIMO BRAND AMBASSADORS
01 02 03 04 05 Reports
Marketing & PR Activation Targets & Incentives
Head Office Contact Details & Head Office Who’s Who Store Locator
T: 0345 812 0202 www.ultimo.co.uk
Section Section Section Section Section
E N T S 06 07 08 09 Human Resources
Ultimo Uniform and Beauty Tips Gift Wrap
The Ultimo Mat/Visual Merchandising
T: 0345 812 0202 www.ultimo.co.uk
Section Section Section Section
01 - Store Locator House of Fraser - Glasgow Store Address: 45 Buchanan St Glasgow, G1 3HL Tel: 0344 800 3728 House of Fraser - Manchester Store Address: 98-116 Deansgate Manchester, M3 2QG Tel: 0344 800 3744
www.ultimo.co.uk
Debenhams - Glasgow 97 Argyle Street Glasgow G2 8AR Tel: 0141 225 3480 Debenhams - Meadowhall 16 Park Lane Meadowhall Centre Sheffield, S9 1EL Tel: 0114 251 6537 / 0114 251 6581 Debenhams - Liverpool Unit 15 42 Lord Street Liverpool, L2 1TA Tel: 0151 703 7065
T: 0345 812 0202
02 - Head Office Contact Details & Head Office Who’s Who Ultimo Brands International Address: 8 Redwood Crescent Peel Park East Kilbride G74 5PA Telephone: 0345 812 0202 (Head Office) 0345 130 3232 (Customer Services) Fax:
0345 812 0303 (Head Office)
Web:
www.ultimo.co.uk
www.ultimo.co.uk
Rebecca Elliott Regional Sales Manager Rebecca.Elliott@ultimo.co.uk Tel: 07580 945 486 Donna Reid Sales Account Coordinator donna@ultimo.co.uk Tel: 03458 120 202 Michelle Orr Marketing Manager m.orr@ultimo.co.uk Tel: 07960 582 145
T: 0345 812 0202
Francesca Mazzolari
Petra Drali
Colin Brown
Managing Director Petra@utimo.co.uk
Operations Manager Colin@ultimo.co.uk
Online Trading Manager Francesca@ultimo.co.uk
Stewart Alerdice
Michelle Orr
Jodie Goodger
Financial Controller Stewart@utimo.co.uk
Marketing Manager M.Orr@ultimo.co.uk
Lynn Kinloch
Donna Reid
Planning manager Lynn@utimo.co.uk
Sales accounts coordinator Donna@ultimo.co.uk
Rebecca Elliott
Christina Woods
Regional Sales Manager Rebecca.Elliott@ultimo.co.uk
Customer Service Christina@ultimo.co.uk
Rebecca Wright
Andrew Lynch
Marketing Coordinator RebeccaW@ultimo.co.uk
Accounts Assistant AndrewL@ultimo.co.uk
Rachel Steele
Sharon Bell
Accounts Assistant Rachel@Ultimo.co.uk
Head of Design Sharon@ultimo.co.uk
Siobhan Kenny
Kayleigh Aitchison
Merchandiser Siobhan@Ultimo.co.uk
Designer Kayleigh@ultimo.co.uk
Elaine Smith
Carol McColl
Designer Elaine@ultimo.co.uk
Sample Machinist
Kirsty Hayworth
Amy Moore
Trainee Designer Kirsty@ultimo.co.uk
Social Media Coordinator Amy@ultimo.co.uk
Isobel Allan
Daniela D’Aveni
Returns Manager Isobel@ultimo.co.uk
Head Of Sales Daniela@ultimo.co.uk
Executive Assistant Jodie@ultimo.co.uk
03 Targets & Incentives Attendance All targets are set by Ultimo Head Office. These are the targets which the Brand Ambassadors work to every week.
If you have any queries with regards to your targets please speak to Rebecca Elliott.
Incentives Ultimo offers incentive prizes throughout the year. Ultimo will update all stores on incentives prior to when they launch.
04 Marketing & PR Activation Marketing If you have any marketing ideas for Ultimo, or if there are any events that you are participating in and need any assistance or advice, please do not hesitate to contact Michelle Orr, Marketing Manager at Ultimo – 0345 812 0202.
Promotions Brand Ambassadors should be aware of events happening within their store and should speak to their lingerie manager and store manager of any ideas they may have to link in with such events and help to promote sales on their Ultimo mat.
Point of Sale Ultimo Marketing Department will provide you with up to date point of sale to be used during any new product launch.
Press Packs Head Office will email you with up to date information of which products have been featured in which publication so that you can answer any customer enquiries that may be raised.
Product pack Product packs will be sent out every season detailing the styles, delivery dates, sizes and prices. The product pack will have information on each style. All consultants should read through the pack and be fully briefed on all Ultimo styles.
05 Reports Attendance Please ensure that you are all using the new report/timesheet template sent July 2015. We require a report & signed attendance to be completed by the Brand Ambassador working on Sunday/Monday am and sent through to Donna either by fax 0345 812 0303 or email donna@ultimo.co.uk by 10am every Monday morning. During the week each Brand Ambassador should be adding their comments and feedback, please give as much details as possible as this will be passed on to relevant persons.
Weekly Reports Must be sent Monday morning before 11am. Email to Donna Reid at Ultimo Head Office.
If a Brand Ambassador is not working on the Monday, they must email their report on last shift of the working week that they work prior to the Monday.
Rotas
Daily All stock should be filled up on the mat and kept clean and tidy at all times. Each day the first consultant on the mat should make sure that the following checklist is completed:
Rotas will be approved and distributed by Head Office 3 weeks in advanced.
1. All the following areas are cleaned and polished.
Any special requests need to be submitted 3 weeks in advanced.
• • • • • •
If you want a different day off than normal then we will do our best to accommodate when possible.
06 The Ultimo Mat/Visual Merchandising Daily Tasks 1. Check Emails 2. Replenish Stock 3. Deal with Stock returns Please note that all tasks must be completed by 11am and then cannot be done again until 4pm.
Frieda units Lectern Sleigh Back boards Back plinth area Till points
2. The area under the till point where all carrier bags and tissue paper is kept should be tidy. 3. The floor area of the mat is clean and tidy. 4. All paper work should be kept in your Ultimo folder and easily accessible to all consultants. All consultants should be using the most recent template forms and all other ones should be destroyed.
4 Weeks Target • • • •
1. Daily Target 2. Focus product for the week 3. Marketing Creativity 4. Brand Ambassador newsflash
• • • • • •
5. Visual Merchandising plans 6. Head Office request notes for colleagues 7. Smile 8. Fit & Style 9. Sell 10. Complete Reporting
Visual Merchandising • • •
Keep what is written Guides with samples and pictures will be sent when implemented Remove in-store tablet & phone and stock replenishment
07 Gift Wrapping All Ultimo products must be wrapped in tissue paper. All Ultimo purchases over £45 will receive a gift box. You must wrap the product in tissue paper then place inside the gift box without squishing the product. If the customer does not buy a full set or it is a sale purchase then the products must be placed in the relevant store carrier bag. Please contact the Marketing
Department at Head Office before 12pm on Thursdays if you require more gift boxes to be sent out. Gift boxes may also be issued for Valentines and Christmas and other special occasions and can be used for any spend over £45.
08 Ultimo Uniform & Beauty Tips All Ultimo Brand Ambassadors will be supplied with a skirt and a shirt. It is important to always look smart
Make Up • Face: Light subtle base • Eyes: Black eyeliner/smoky
eyes, nothing too bright
• Lips: nude or classic red • Nails: nude or classic red
Hair: • Either down and sleek or in a
stylish ponytail
• Uniform: must be clean and
ironed with name badge
always worn
• Hosiery and Shoes: either flesh
coloured or black tights with
black closed toe shoes black
Ultimo Head Office number is 0345
Lingerie Allowance
812 0202.
All Ultimo Brand Ambassadors
Call Regional Manager Monday –
are entitled to complimentary
Sunday. If no one picks up then
Ultimo bras twice a year. Brand
please leave a voicemail.
Ambassadors will be entitled to products after 3 months
Holidays
of employment as an Ultimo
All holidays for Brand Ambassadors
consultant.
must be authorised by Head Office. For all holiday requests, please
As an Ultimo Brand Ambassador
fill out form as pictured and send
you are able to purchase stock at
through to Rebecca Elliott minimum
our list price. This works out at an
3 weeks in advance.
average of 40% off.
Signed holiday notification should be
09 Human Resources
faxed or emailed through to Ultimo.
Product entitlement is as follows*:
(Keep holiday request form, fax no
36+ Hours: 3 bras twice a year
and email info).
13-20 Hours: 2 bras twice a year
c
Sickness If a Brand Ambassador is unable to make their shift they must call Ultimo Head Office and your manager on the first day of sickness before 9am
8-12 Hours: 1 bra twice a year
Travel All travel needs to be pre-authorised by Head Office.
Expenses All expenses claims MUST be signed off by your line manager BEFORE they are handed over to finance for processing.
and thereafter each day to advise
Expenses will be processed for
whether they are still sick or not.
payment every second Friday.
Please also let your colleagues
If no VAT receipts are available, we
know.
are unable to process the expenses.
*Some products will be self-selective and some will be pre-selected for you.
www.ultimo.co.uk
T: 0345 812 0202