E-Boutique Client Advisor

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.

Responsibilities

Sales & Commercial Mindset

• Consistently achieve or exceed the monthly sales target, as defined by Management

• Maintain order book and sales pipeline and provide appropriate updates to clients on order status, lead times, product updates, etc. partnering with Manager and local Maison departments as needed

• Know IWC’s history, products and partnerships to provide exceptional sales experience

• Develop extensive knowledge of industry news and competitive brands

Clienteling

• Cultivate new and nurture existing client relationships through both organic and strategic clienteling campaigns

• Partner with local management and corporate team on CRM initiatives including follow up, product launches, events, seasonal outreaches, etc.

• Accurately capture client data for all prospects and current clients using CRM tools to build client knowledge

• Partner with Manager to strategize a daily/weekly/monthly client outreach plan

• Reach KPI goals for CRM including robust data capture, targeted outreach, campaign completion and retention

Omni-Channel CX

• Resolve client challenges with the highest professionalism by investigating problems, developing solutions and making appropriate recommendations to Maison partners in a timely manner

• Communicate effectively across multiple channels with both local and global partners

• Embrace digital tools that enhance the luxury selling experience e.g. virtual selling and chat

• Gather feedback and provide innovative insight to management as needed in case by case scenarios.

CS

• Ensure each client receives an exceptional level of customer service

• Support all after-sale clients with helpful solutions in accordance with Maison values

• Partner with CS team/specialist to promptly resolve complicated/escalated aftersales cases

Team Culture and Mindset

• Embody the ICARE IWC Corporate Values:

  • Imaginative: Maintain a visionary mindset, providing innovative solutions, new ways of working and inspiring growth with both clients and your team.

  • Confident: Be self-assured in IWC knowledge, heritage, processes and products to make the right decisions and recognize opportunities for growth.

  • Active: Show initiative and agility by making informed decisions and recognizing opportunities in a fast-moving landscape.

  • Responsible: Be accountable for actions and behavior, treating your colleagues and clients with respect and fostering an encouraging and inclusive environment

  • Engineered: Strive to improve performance by learning new skills, embracing new challenges and encouraging a growth mindset within the team.

Qualifications

Education

• College degree is preferred

Required Experience

• 2 to 5 years of previous experience in luxury retail, service, or hospitality environment

• General knowledge of timepiece industry is required

Personal and Technical Skills

• Excellent analytical, organizational, and interpersonal communication skills are required

• Ability to project an approachable and professional image in personal appearance, manner, and demeanor

• Skilled in resolving disputes or managing disagreements

• Strong attention to detail with the ability to handle multiple tasks simultaneously and with precision

• Excellent computer skills and use of technology

• SAP knowledge preferred

• Ability to speak English and French is required. Additional language skills are a plus

We offer a generous compensation and benefits package for eligible employees. Only candidates selected for further consideration will be contacted.

We Offer

Employee wellbeing is a top priority at Richemont. We offer a comprehensive benefits program to support employees and their loved ones. Our core benefits include medical, dental, and vision programs. Health savings and flexible spending accounts are also available. The company offers income protection solutions including life insurance, disability benefits, and 401(k) with employer match. Understanding the importance of work-life balance, our total rewards include paid time off, a wellness reimbursement benefit, and access to the employee assistance program. Employees are encouraged to make a difference in their local communities with volunteer days off, supporting initiatives that drive change.

At Richemont, We Craft the Future!

Expected Salary Range: $22-$24

Salary will be determined based on relevant skills and experience.

#Richemont #WeCraftTheFuture