Senior Client Advisor - Harrods

Richemont Iberia SL; Greater London; On-site; GBP 38,000 - 48,000; Full time

Job summary

Richemont Iberia SL operates a Dunhill concession at Harrods, London. They seek an experienced luxury retail professional to drive sales, deliver exceptional service, and manage client relationships within a high-end environment.

You will develop the client portfolio, maintain impeccable product presentation, and align merchandising with store objectives while collaborating with internal teams to exceed customer expectations daily.

Qualifications

• Proven experience in luxury retail or service industries.
• Strong product knowledge of high-value goods.
• Excellent communication and interpersonal skills.
• Familiarity with retail inventory management software.

Responsibilities

• Achieve individual sales and KPIs set by the Store Manager.
• Develop a client-centric culture and loyalty within the Harrods Dunhill concession.
• Maintain stock in optimal condition and manage exchanges.
• Coordinate in-store promotions and collaborate with Harrods teams.
• Uphold security procedures and assist in audits.

Skills

Proven retail experience

Luxury retail knowledge

POS systems

CRM systems

Inventory management software

Communication skills

Interpersonal skills

Teamwork

Tools

POS systems

Retail inventory management software

CRM systems

Job description

HOW WILL YOU MAKE AN IMPACT?

To maximize sales revenue within the Dunhill concession at Harrods while building a strong client base and providing an exceptional level of customer service that sets the highest benchmark for the luxury retail industry. This includes exceeding customer expectations by providing exceptional service in accordance with the brand codes.

Sales:

• To achieve individual sales and KPIs targets set by Store Manager
• Develop a client centric culture in Store. Accelerate your client recruitment and increase your client loyalty by animating your individual client portfolio
• Develop the potential of each product line, ensuring merchandising aligns with the Dunhill image and store objectives
• Assist in coordinating in-store promotional events
• Develop relationship with Harrods personal shopper team to create new sales opportunities

Customer Service:

• Exceed customer expectations by providing innovative, exceptional service
• Follow a forward-thinking approach to anticipate and address customer needs, capturing customer data
• Maintain stock in optimal condition
• Handle exchanges and special requests
• Develop and maintain good internal communication with other Dunhill stores and Head Office
• Effectively and efficiently handle customer complaints in line with company policy

Administration:

• Accurately follow all systems and procedures In accordance to Company's policies
• Ensure all forms and procedures are used correctly, following through to completion

Communication:

• Utilize all available forms of communication to ensure collaboration
• Stay informed of all company communications
• Health & safety:
• Adhere to all company rules and HSE legislation

Compliance:

• Adhere to company and Harrods store security procedures
• Know how to use tagging and other security systems
• Participate in all audits and counts
• Assist in minimizing shrinkage

HOW WILL YOU EXPERIENCE SUCCESS WITH US?

• Proven experience in retailing, ideally within the luxury goods sector or a similar service-oriented industry (e.g., hospitality)
• Demonstrated understanding of the luxury market and its nuances
• Sound product knowledge, ideally with experience selling high-value goods
• Proficiency in using POS systems
• Familiarity with retail inventory management software
• Basic understanding of CRM systems
• Excellent communication skills, both written and verbal, with the ability to communicate effectively with diverse individuals at all levels
• Articulate and well-mannered, with a polished and professional personal presentation
• Strong interpersonal skills and the ability to build rapport with customers quickly and effectively
• Ability to represent the Alfred Dunhill brand effectively and with confidence
• Ability to work both independently and as part of a team
• Ability to handle customer complaints and resolve issues professionally and efficiently
• Ability to work under pressure and meet deadlines
• Proactive and solution-oriented approach to problem-solving
• Strong organizational and time management skills

WHAT MAKES OUR GROUP DIFFERENT?

Our true power does not lie in our similarities but in the rich diversity of our arts, cultures, and human skills, as well as our specific ability to foster untapped potential.

• We value freedom, collegiality, loyalty, and solidarity
• We foster empathy, curiosity, courage, humility, and integrity
• We care for the world we live in

YOUR JOURNEY WITH US:

We aim to provide a valuable recruitment process, allowing you to gain exposure to some key decision makers and influencing individuals:

• Initial screening call with Richemont Talent Team
• Interview with the Hiring Manager
• Interview with the Senior HR Manager