Senior Client Advisor

Richemont; Melbourne; On-site; AUD 60,000 - 90,000; Full time

Job summary

Richemont in Melbourne is seeking a proactive sales and customer relations professional to develop and maintain customer contact plans, engage prospects and manage inquiries.

You will use CRM data, set meeting objectives, present materials, qualify interest, and drive retention and business development while collaborating with colleagues and adhering to regulations.

Responsibilities

• Develop and implement a customer contact plan to communicate product launches and engage potential customers.
• Act as first point of contact for customer queries and complaints, resolving them or escalating as needed.
• Set objectives for sales calls, present with standard materials, and ask questions to gauge interest.
• Identify potential customers from referrals, existing customers, and trade shows.
• Identify products/services to meet needs, propose quantities/configurations, and invite purchase.
• Schedule follow-ups and enter information into CRM to create a plan and enable retention.
• Assist with internal communications and collaborate to build strong external relationships.
• Develop knowledge of policies, procedures and regulatory codes; obtain supervisor authorization for exceptions.
• Respond to objectives and use performance systems to improve performance and manage the team.
• Develop capabilities via assessment planning, training and coaching; pursue accreditation if relevant.
• Maintain understanding of technology, regulation, and industry practices through ongoing education and reading.

Job description

• Develop and implement a customer contact plan to communicate product launches and engage the potential customers in relevant sales campaigns to build new relationships.
• Act as first point of contact for customer queries and complaints and resolve them, referring complex issues to others and ensuring that the customer receives an appropriate response.
• Set clear objectives for each sales call or meeting; use standard materials to make a presentation to the customer; and ask relevant questions to evaluate the customer's level of interest and to identify and respond to areas requiring further information or explanation.
• Identify potential customers by obtaining information, referrals, and recommendations from existing customers and other contacts and/or through participation in trade shows and conferences.
• Identify the products or services that best meet the customer's stated needs, use personal expertise to propose quantities and product configurations, explain the selection to the customer, and invite the customer to make a purchase at the standard price/terms and conditions of sale.
• Schedule follow-up actions and enter relevant information into the CRM system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities.
• Assist with the development of internal communications and work collaboratively with colleagues to build strong external customer relationships and meet customer needs.
• Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.
• Respond to personal objectives and use performance management systems to improve personal performance; or monitor the performance of the team, allocate work and review completion, take appropriate corrective action to ensure timeliness and quality, and contribute to formal individual performance management and appraisal.
• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation, where relevant, to improve performance and fulfill personal potential.
• Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.