Client Advisor Monterrey

Job description

Richemont, one of the world leaders in the luxury sector, has various Houses specializing in jewelry, watches and high-end accessories. Each Maison proudly embodies a tradition of style, quality and craftsmanship and Richemont strives to preserve the heritage and identity specific to each of them. At the same time, we are committed to innovating and designing new products in line with the values ​​of our Houses, through a process of permanent creativity.

MAIN PURPOSE

At Cartier, we are proud to employ talent from many different backgrounds, experiences, and identities. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence. As a Client Advisor, they achieve and exceeds sales targets as directed by management and proactively develops their client portfolio. As an Ambassador of the Maison, they ensure a unique client experience throughout all touch points.

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 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 Chez Cartier.
• 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 experience 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.

Techinical skills/ Abilities:

• Fluent in English. Additional language is a plus.
• Proficient 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:

• Collaborative team player
• Curious
• Passionate
• Empathetic
• Active Listener
• Responsible

#Richemont #WeCraftTheFuture