Client Advisor

Reporting to Panerai Boutique Manager, the Client Advisor is responsible for achieving the personal sales target as well as contributing to the achievement of the boutique’s objectives, developing the client panel and establishing best in class customer’s experience by delivering high operational and service standards, while adhering to Panerai procedures and policies.

Client Advisor acts as an ambassador of Panerai’s image in the boutique and during off-site events.

Strategic & Operational Responsibilities

• SALES
• Consistently achieve/exceed monthly and yearly turnover and KPI’s targets set by Boutique Manager and management
• Support in achieving/exceeding Boutique overall target
• Actively participate to the briefings and contribute to the development of the Boutique performance
• Welcome and handle customers’ requests, lead and manage all steps of the sale following Panerai Selling Ceremony
• Identify high-potential sales lead, perform targeted and diligent follow up to generate product selling opportunities
• Identify and customer’s needs to suggest and promote products accordingly
• BRAND & PRODUCTS KNOWLEDGE
• Know the Maison’s products, their availabilities, the delivery status, the brand’s DNA and history and be able to share it with customers
• Develop a good understanding of competition and luxury industry through self-learning and trainings
• actively participate to all brand’s training sessions
• BOUTIQUE OPERATIONS & MAINTENANCE
• As brand ambassador, always show an impeccable presentation, according to our guidelines
• Understand and comply with all policies and procedures established by the company (security, inventory, products delivery…)
• Manage the boutique’s daily business (boutique opening/closing, inventory, repairs process…)
• Participate in maintaining excellent boutique appearance in accordance with exterior and interior boutique environment guidelines (grooming, visual merchandising…)
• Assist with special projects when needed
• CRM
• Contribute to the development of Boutique database by consistently and accurately capturing prospects/customers data for follow up and relationship building, meet individual KPI’s targets
• Develop and manage the attributed client portfolio by cultivating new and existing relationships through exceptional service and other Panerai CRM initiatives
• Applies CRM relational strategy as per Headquarters’ guidelines
• Assist Boutique Manager in developing CRM action plans, and participate to boutique or off-site events
• CUSTOMERS SERVICE
• Provide excellent client experience by maintaining the highest degree of product knowledge, professionalism and courtesy during and after the sale
• Ensure seamless customers experience when handling SAV requests
• Ensure customers’ requests are followed up and solved in due time (call back…)
  
  

Client Advisor can perform other duties as determined by Boutique Manager.

Key Performance Indicators

• Individual sales target
• Transformation rate
• Average Price
• CRM KPI’s (data quality and volume…)
• Mystery Shopping
  
  

Knowledge And Professional Skills

• Minimum of 2 years in the luxury retail industry, in a sales function
• Strong sense of luxury service and aesthetics
• Fluent in local language and English, one more relevant tourist language is a plus
• Result and action oriented
• Strong selling skills
• Team player with good interpersonal competences and empathy
• Curious and self-motivated, with excellent customer service mindset
• Strong attention to detail with ability to handle multiple tasks simultaneously
• Excellent communicator, able to develop a network
• Excellent computer skills