Client Advisor

Position

Job Purpose:

Act as a Brand Ambassador, delivering an exciting and memorable experience to customers, creating, stimulating and maximizing sales opportunities, in order to achieve store sales and profit targets as well as provide excellent service to customers.

Key Responsibilities:

• Welcome all clients/prospects entering the store for whatever reason (browsing, purchase, after-sales, complaints) granting an extraordinary service and never let the customer leave with a bad impression.
• Listen and understand clients’ needs, providing customized advice and introducing them to the discovery of the Brand.
• Establish and develop relationship with existing clients and engage new customers to the brand.

• Manage the sales process as per delivery standards (from Welcome to Packaging) ensuring the right application of selling techniques to deliver an unique shopping experience.

• Contribute to the store and service KPIs achievement.

• Register clients’ data in the dedicated system for future contact, personalized CRM actions and client development purposes.

• Perform all CRM 1 to 1 activities as per Store Manager indications, including CRM AFSS (ex. follow up on watch maintenance).

• Apply all sales related procedures and guidelines (discounts, security, fiscal, legal, etc.).

• Ensure that all front area of the shop are clean and products are displayed as per VM guidelines.

• Perform all After Sales service front office activities directly related to final customers (taking in charge items to repair brought back by customers, performing a brief interview and entering data in SAP), acting as proactive point of reference (for estimate approval, lead-time update, return and invoicing of the repaired product. etc.) and assuring that the customer satisfaction is constantly pursued and restored.

• Perform on-line training modules and participate to defined training sessions in order to develop their knowledge on different topics (collections, selling techniques, brand and inspiration stories, security, systems…).

Profile

Academic / Professional Qualifications

• Knowledge of Luxury business Selling Skills
• Conversation Capability
• Store procedures and process CRM techniques and tools
• Store operation applications (Beanstore, CRM, Sap etc..)

Key Interactions (Internal & External):

• Clients
• All internal stakeholders (HR, Finance, AFSS, RLC)

Required Competencies/ Traits required for the role

• Customer focus
• Proactive selling
• Initiative
• Negotiation
• Business awareness
• Role competencies