Client Advisor Guadalajara

Job description

KEY RESPONSABILITIES

 

Key responsibility 1: SALES PERFORMANCE

 

·  ACHIEVE / EXCEED SALES GOALS
·  Ensure the maximization of sales by Boutique, as well as excellent customer care: helping clients locate, select and buy products through a memorable Cartier experience.
·  Carry out short-, medium- and long-term actions to achieve/exceed the individual and store sales and KPI targets indicators set by Directors.

 

·  MAXIMIZES THE OPPORTUNITIES FOR PURCHASE AND REPURCHASE
·  Consistently achieves and/or exceeds the monthly sales target, as directed by management.
·  Defines targeted actions on existing clients for purchasing / repurchase through Clientelling actions & follow up all along their journey.
·  Defines targeted actions for clients coming for a Care service (to leverage service to sale conversion) and provides adequate follow up.
·  Defines targeted actions to convert visitors & prospects into clients
·  Find ways to exploit existing /new opportunities for Cartier

 

Key responsibility 2:   CUSTOMER AND EXPERIENCE DEVELOPMENT

 

·  CONNECT & ENGAGE WITH ALL CLIENTS AND VISITORS
·  Ensure that each client receives outstanding and exceptional customer service by providing a friendly environment which includes greeting and acknowledging every customer, maintaining outstanding standards, solid product knowledge and all other components of Customer Service before, during and after sales.
·  Meet and/or exceed service timeframes and client expectations for Maison appropriate follow-up to service
·  Champion client discovery to collect information & data on clients (hobbies, friends & family, client values….)
·  Beyond the boutique participate and research about client’s relevant events and interests.
·  Appropriately resolve client issues/concerns and escalate as needed to Management

 

·  DELIVER A HIGHLY PROFESSIONAL SERVICE IN AN OMNICHANNEL ENVIRONMENT

 

·  Take care of each guest’s personal Cartier journey (i.e looking for a gift, a repair, a quick service…) & deliver in-BTQ experience through the Maison Art of Selling. (needs & motivations clients)
·  Suggest products based on client preferences [using stock from the boutique or from another retail network (ex. E-commerce)]
·  Prepare for visits using client database and relationship history to provide optimal experience.
·  Champion hyper-personalized actions, both digital & non-digital on
·  Personalized client’s experiences actions (Taking products to client's home, engraving, embossing, digital experience …)
·  Conciergerie & in-store hospitality services
·  Maison related animation Client special events
·  New services (boutique pick up, delivery at home, distant sales…)

 

Key responsibility 3: SELF-DEVELOPMENT

 

·  PROACTIVE SELF-DEVELOPMENT

 

The Client Advisor assumes responsibility for its development through the training, tools, and workshops that the company provides, to be able to give effective sales presentations and build long-term customer relationships.

 

·  Constantly develop knowledge & skills: Cartier product, know how, métier, industry news-competition, Client lifestyle, local events, active listening, negotiation, selling skills etc
·  Share information / knowledge/ expertise with the team (during a daily brief, during a monthly meeting…), such as: special knowledge, industry news, etc…
·  Constantly learn from others (participate to mentoring / referral programs)
·  Actively takes part in events and trainings organized by the different areas.
·  Remain current on industry news and competitors

 

·  BRAND AMBASSADOR

 

·  Maintains the ideals of Cartier’s client experience, with a clear comprehension of the luxury service requirements.
·  Acts and leads under the Maison’s values.
·  Seeks feedback from operational processes to ensure they are carried out as efficiently as possible.
·  Supports and attends client events as needed.
·  Leads by example
·  Creates brand enthusiasm within the boutique by:
·  Sharing his/her knowledge of the operational processes and the benefits of carrying them out correctly.
·  Being a supportive individual and solving doubts and problems.
·  Conveying Cartier heritage and DNA (Cartier legacy, storytelling…)
·  Inspiring clients by further engaging them into our Cartier lifestyle, values, and full creation range (both in store but as well on social media.

 

Key responsibility 4: OPERATIONS AND BUSINESS MODEL

 

·  UPHOLD BOUTIQUE OPERATIONS AND COMPLIANCE

 

·  Policies & procedures: Understand and comply with Cartier security and operational procedures (i.e., product handling, inventory control, anti-money laundering …) and service policies
·  Stock inventory: Assist with Boutique projects as needed (inventory, organization, restocking of supplies, etc...)
·  Assist with daily set-up and breakdown of the boutique, and communicate on any maintenance issues
·  Safety & security:
·  Has a deep knowledge of the brand and the complete range of products and services.
·  Ensures the adequate comprehension and execution of all the guidelines and procedures of the brand by the boutique personnel.

 

·  PROMOTE NEW SERVICES & TOOLS

 

·  Master existing and new tools related to transactions
·  Master tools related to client portfolio management & appointment (sales force)
·  Master tools related to specific services (functional check, engraving…)
·  Ensure proper customer records, security, and handling of cash in line with company processes and procedures.
·  Perform efficiently in form and time the following tasks:
·  Cycle counts delivery
·  Inventory counts
·  Merchandise safety
·  Shrinkage and shortage of stock
·  Transfers
·  Legal documents (vulnerables)
·  Change of price

 

PROFILE

EDUCATION:

·  Bachelor’s degree or equivalent.

 

REQUIRED EXPERIENCE:

·  Experience working as a client advisor in retail or other service industries. (2-5 years)
·  Experience in luxury and/or hospitality is a plus.

 

TECHNICAL SKILLS / ABILITIES:

·  Fluent in English. Additional language is a plus.
·  Good Knowledge of MS Office 
·  Knowledgeable about watchmaking and jewelry techniques is a plus.

 

COMPETENCIES AND PERSONAL SKILLS:

·  Exception ability to drive through change and initiatives to achieve company goals
·  Strong multitasking ability to handle various competing priorities and demands simultaneously without making mistakes
·  Strong ability to analyze risks, pre-empt customer needs, and work proactively, efficiently, and effectively
·  Strong ability to attend to customers politely and respectfully, and to offer service that exceeds their expectations.
·  Must be available to work retail hours (including weekends), as needed.

 

VALUES:

·  Good team player
·  Curious
·  Passionate
·  Empathic
·  Active Listener
·  Responsible