Job description
Customer Service and Sales
* Provide excellent client experience and timely, pertinent follow-up.
* Build strong relationships with clients by offering tailored advice and product recommendations.
* Consistently meet or exceed sales targets and KPIs by using a customer-focused approach to sales and leveraging strong product knowledge and closing techniques.
* Upsell and cross-sell products to maximise revenue.
* Maintain and update the customer database with key client preferences, birthdays, anniversaries, and purchases to create tailored shopping experiences.
* Ensure requests and enquiries (online, email, phone) are followed up in a timely manner.
* Develop and maintain a high level of sales technique and watchmaking knowledge.
* Follow-up with customer repairs liaising with customer care in Southampton and HQ.
* Provide reliable information to customers in all matters relating to brand history, watch complications and manufacture process.
* Placing orders for Blancpain accessories, ensuring stock is up to date.
* Maintain a welcoming, engaging, and positive environment.
Product Knowledge
* Demonstrate expert knowledge of the brand’s heritage, products, craftsmanship and latest collections.
* Stay updated on the latest trends within luxury watches, product offerings, and brand history.
* Provide in-depth product demonstrations and educate customers on the brand’s heritage, history and values.
Team Supervision
* Lead by example, motivate and inspire the team to consistently deliver excellent customer service and achieve sales targets.
* Mentor and support training of new Retail Sales Advisors.
* Oversee the daily tasks of the team, ensuring efficient use of resources and smooth concession operations.
* Support colleagues in their sales by helping to prepare invoices, gifts, packaging.
* Work closely with other team members and delegate accordingly.
* Prepare team meetings, share feedback and contribute to the development of sales strategies.
Concession Operations
* Maintain impeccable presentation, ensuring that the concession space reflects the brand’s image, including visual merchandising and attention to detail in displays.
* Manage the day-to-day operations of the luxury concession.
* Ensure products are displayed to a high standard and according to brand guidelines.
* Monitor stock levels, assist with stock replenishment, and ensure the correct product assortment is available.
* Report sales figures, customer feedback, and any issues to the Concession Assistant Manager, Boutique Manager and/or Brand Manager.
* Process customer transactions accurately using the point of sale (POS) system and manage cash, credit card, and returns processes according to company procedures.
* Understand and respect all operating and security guidelines.
* Follow the security and proper maintenance as well as storage of stock timepieces.
* Ensure that the concession space is kept clean, organised, and aligned with luxury standards.
Customer Relationship Management (CRM):
* Engage with VIP and high-net-worth customers to build lasting relationships, encouraging repeat business and referrals.
* Handle customer complaints or concerns professionally and ensure customer satisfaction.
Health & Safety Compliance:
* Follow health and safety regulations, including maintaining a clean and safe work environment.
* Ensure display materials meet safety standards and are displayed correctly to avoid accidents.
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