Client Advisor

Reference code: JR129165

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 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