IWC - Luxury Watch Client Advisor

Mission:
The IWC Client Advisor is responsible for delivering stellar client experience and for achieving his/her personal sales targets as well as those of the boutique. He/She is passionate towards networking and community building. He/she needs to act as an ambassador of IWC at all time hosting clients with their satisfaction being his/her utmost goal.

Responsibilities:

• Client Experience and Relationship Management
• Creates engaging and emotional client experience to clients
• Offer best in class service being it in boutique or virtually, making a clear difference vs competition
• Host clients and other stakeholders in line with IWC standard
• Find ever new and creative means to exceed clients’ expectations
• Proactively recruit new prospects through networking and community building
• Establish strong relationships with clients from different backgrounds
• Understands and supports the concept of Customer Relationship Management (CRM)
• Collects meaningful client information throughout the client journey
• Records and maintains client database by applying IWC’s respective guidelines
• Engage in CRM-activities such as prospect follow-up on a daily basis
• Act as an ambassador in and out of the boutique, conveying passion for the brand

Drive Sales

• Know IWC’s history, products, partnerships as well as the watch industry
• Engage clients using storytelling
• Achieves individual and team sales targets, KPIs
• Use available data/systems to better understand own performance and sales opportunities
• Effectively uses cross and upselling techniques as well as omnichannel tools to maximize sales
• Identify and/or create sales opportunities inside and outside boutique environment
• Handle customer service requests and respective processes

Boutique Operations

• Handle general Boutique administrations and back of house operations with care
• Masters assigned Boutique champion role
• Maintain the boutique image according to global IWC visual merchandising standards
• Ensure boutique operation comply with company policy

Profile:

• Entrepreneurial mindset – Autonomous, result-oriented and driven, brings initiatives, takes ownership of goals
• High emotional intelligence and general education
• Excellent communicator, passionate towards connecting with others and develop strong networks
• Perfect understanding of client satisfaction and luxury experience and strong sense for etiquette and human behaviour
• Able to adapt approach individually to respective client
• Open and outgoing personality
• Creative, curious and versatile
• Has perfect manners and can maintain a conversation elegantly
• Team player with good interpersonal competences and empathetic
• Fluent in local language and English and ideally one more relevant tourist language
• Applicants with background in luxury retail sales and hospitality preferred