Job Title:    Client Advisor                                

Reports to: Store Director                                                         

Division:     Retail, Multi-brand

OVERVIEW

The Client Advisor is responsible for providing an outstanding client experience and meeting or exceeding sales objectives. Creating an outstanding client experience is a critical aspect of this job. It is accomplished by creating a positive, inviting and elevated environment for the discerning client. This includes enthusiastic, presentable and knowledgeable Client Advisors that understand the customer base, attractive and inviting displays, as well as clean and well-lit stores with the best selection of watches and jewelry for the local market. An outstanding client experience also includes fully satisfying the client as it relates to servicing a new or existing watch.

It is crucial that Client Advisor focuses on developing a long-term relationship with the client that is based upon trust so the client is more likely to think of purchasing from the store in the future. This includes strategically following-up, embracing and utilizing the CRM system and tools and handling escalated issues with outstanding diplomatic skills.

ESSENTIAL JOB RESPONSIBILITIES

Ensure an outstanding client experience

• Work to create a positive, inviting and elevated environment for the discerning client.


• Be enthusiastic and demonstrate a passion for watches and jewelry.


• Create a relationship with the client:




• Greet the client when they enter the store.


• Listen to the needs of the client and ask discovery questions.


• Demonstrate outstanding product knowledge to educate the client and address their needs.


• Understand available inventory within store and if needed, at other Tourneau|Bucherer locations.


• Create excitement with the client about the product.


• Ultimately gain the client’s trust.




• Explain the value of being a Tourneau|Bucherer client and leverage available tools, such as CRM, the Watch Protection Plan, Trade-ins and Bucherer 1888 Financing to support making the sale.


• Partner with other Client Advisors as appropriate to make a sale.


• Obtain client information utilizing the CRM system to build an on-going relationship.


• In the event that the client contact results in a sale, efficiently close and process the sale:




• Process payment accurately and in alignment with policy and partnering with the Operations Department to process the payment, as applicable.


• Complete warranty information.


• Work with Service Department on sizing, cleaning and setting the watch.


• If required, gift-wrap and prepare for shipment.


• Follow-up with client on purchase.




• Handle client issues with outstanding diplomatic skill, creating a positive experience for the client.


• Attend training sessions to increase product knowledge.


• Partner with the Service Department, as applicable to ensure a positive client experience this includes:




• Escorting customers to the Service Department.


• Taking in repair orders if needed.


• Assisting with customers picking up repairs.

Meeting or exceeding sales objectives

• At a minimum, must meet sales objectives for any given month, quarter and year.


• Clearly understand daily sales objective and how it relates to weekly and monthly targets.


• Maximize percentage to retail.


• Clienteling - focus on developing long-term relationships with the client so that they are more likely to think about visiting and buying from the store in the future. As appropriate, follow-up with clients utilizing the CRM system. This may include but is not limited to birthday cards, holiday cards, informing clients of new merchandise and inviting customers to special events/ campaigns.


• Readily accept and incorporate constructive advice given by managers on how to improve sales performance.


• Challenge yourself to become comfortable selling all brands of watches and jewelry, and maintain a balance of sales across the full product assortment.

Other

• Strictly adhere to all store security procedures.


• Set up cases and windows.


• Respect other Client Advisors fostering an environment of support and collaboration.


• Adhere to the company dress code policy.


• Work with team members to ensure the store is at all times clean and attractive.


• Attendance is a crucial part of performance.  Be on time.


• Help set-up or close store depending upon shift.

Requirements

• A passion for building clientele and selling.


• Demonstrate an exemplary level of integrity and professionalism at all times.


• Must be able to work a flexible schedule throughout the week.


• Must have a polished and professional appearance with a positive attitude.


• Meet and exceed company assigned goals, metrics and objectives.

QUALIFICATIONS

• 3+ years of relevant experience, preferably sales in the luxury market.


• Prior watch and fine jewelry experience is helpful, but not required.


• Excellent communication, interpersonal and customer relation skills.


• Sales driven and results orientated.


• Team player.


• Willing to be hands-on and work with the team to fulfill operational and organizational needs.


• Adaptable with an attitude of continuous learning.


• A Bachelor’s degree or equivalent in business or related discipline is preferred.


• Bi-lingual language proficiency is a plus to cater to our international customer base.