In 1888 in the heart of Switzerland, Carl-Friedrich Bucherer and his wife Luise opened Lucerne's first watch and jewellery store, laying the foundations for a successful & innovative family company that is Bucherer 1888. Today, Bucherer has 130 years of watch & jewellery expertise. We pride ourselves on the hospitality that we deliver to all our clients, whilst inspiring them with our products and passion. We are proud to offer our customers a range of high quality, beautiful time pieces and are looking for an experienced Watchmaker to add to our expanding team. ROLE DESCRIPTION ROLE TITLE Customer Experience Executive DEPARTMENT Head Office LINE MANAGER Online Trading Manager LOCATION Head Office GRADE TBC ORGANIZATION LEVEL Corporate Management / Higher Management (A-C) / Middle Management (D-E) / Employee (F-J) “At Bucherer, the pursuit of excellence lies at the heart of everything we do.” GUIDO ZUMBÜHL, CEO Bucherer Group. PU RPOSE OF ROLE Reporting into the Online Trading Manager, the Customer Experience Executive handles telephone and web queries, relays appointments with retail teams and establishes a genuine rapport with our end clients, ensuring effective and reliable communication to help drive online sales and footfall to retail stores. KEY RESPONSIBILITIES / ACCOUNTABILITY Handling customer queries via telephone, email and live chat quickly, with a professional, knowle dgeable and sensitive manner in order to convert into sales. Establish a rapport with the client, servicing their requirements and go ‘above and beyond’ to deliver outstanding customer service and establish repeat business. To build and foster a client database, identifying your clients’ needs and keeping appropriate contact with them. You must establish yourself as the ‘go-to’ person in your area of expertise. To build a respectful rapport and relationship with our stores in order to communicate client appointments and pursue conversion feedback. Be driven to exceed targets, both in sales figures and personal service levels through telephones and live chat. Be aware of, and knowledgeable about, new brands, product s and launches and to update clients where appropriate. Exhibit a high degree of passion and enthusiasm for the role, following The Bucherer Way in your day-to-day tasks and communication with team members and clients alike. You must be a motivated team member, communicating with, and supporting, your colleagues and striving to give exemplary customer service. Be aware of, and exhibit knowledge of procedure and security compliance. To take responsibility for your work, behavior and performance at all times. To adhere to company policy for security and to conduct yourself in a way that is aligned with company policy at all times. The above is representative of the main responsibilities of the role but is not an exhaustive list. Other reasonable duties may be assigned. PRACTICAL / TECHNICAL KNOW HOW Experience in the luxury market, preferably watches Computer literate with strong written and verbal skills Intermediate knowledge of the Microsoft suite PERSON SPEC Inspiration / Excellence / Speed / Accountability / Inclusion Preferred 2 years in luxury watch retail or watch after-care Great communication and interpersonal skills High attention to detail and a passion to work efficiently to meet deadlines and target Ability to convert enquiries to sales/foot traffic Luxury watch industry interest or knowledge preferable Where will time take you? Other details Job Family Ecommerce Pay Type Salary Job Start Date 26 February 2024