Client Advisor

ZIMMERMANN; Hong Kong; On-site; HKD 201,000 - 335,000; Full time

Job summary

Zimmermann in Hong Kong is seeking a proactive retailer to deliver an elevated luxury shopping experience. You will execute the Zimmermann Shopping Experience program, build a strong client database including VIPs, and ensure exceptional service to both new and returning clients.

This role requires maintaining product knowledge, collaborating with Store Leadership, and supporting stock, online orders, and store maintenance. Training and adherence to safety policies are essential to success.

Responsibilities

• Execute and achieve the Zimmermann 'Shopping Experience' program.
• Ensure client satisfaction and a superior shopping experience.
• Analyze store sales with Store Manager and Assistant Manager to maximize opportunities.
• Build and maintain a strong, growing client database and VIP relationships.
• Maintain high standards of product knowledge, stock presentation, and Visual Merchandising.
• Handle online orders with accuracy and timely dispatch.
• Promote health and safety policies and complete required training.

Job description

To achieve sales in line with set targets and assist the Store Leadership team with Visual Presentation and daily tasks. To create lasting client relationships with both new and existing clients. To provide exceptional service levels to ensure that clients enjoy an elevated luxury shopping experience.

KEY RESPONSIBILITIES

SALES

To execute and achieve the Zimmermann "Shopping Experience" program

To ensure client satisfaction is achieved

To achieve the required consistent standard of sales & the brand expectations of KPI’s as follows: Sales, Units per Transaction and Average Sales per Transaction

To assist the Store Manager and Assistant Manager analyze the store sales and take necessary action to maximize sales opportunities

To build solid client relations to generate a strong Client Database

To build and develop a returning VIP database

To be aware of any competitor activity to ensure the brand is competitive in the marketplace

To achieve a superior standard of product knowledge to maximize sales

To contribute to the Store Weekly Summary by providing feedback on stock issues, consolidations and replenishment needed and any client feedback that may impact sales in store

CLIENT RELATIONS, DATABASE & CRM

Acquire and grow the Zimmermann client database through engaging and maintaining professional client relationships, ensuring full compliance with local legislation

To ensure that an exemplary standard of client service is provided to all clients (VIPs and non- VIPs), in line with brand expectation

Ensure clients are informed about new launches, re-cuts, pre-orders and stock transfers

Appointments are organized in accordance to the launches and clients’ needs

100% accuracy of all clients’ details added to the database

To keep confidential all client information communicated or recorded, including but not limited to; client database, clients’ personal information (such as name and contact details, including celebrity or high profile clients), bank account, clients’ transactions and expenditure, and ensure Zimmermann’s

Privacy and Client Information Policy is adhered to

To utilize Clienteling in AP21 to organize appointments and any service communication with clients

To created detailed client profiles within Clienteling and Zendesk, logging communication and setting reminders to assist in client development

To utilize Clienteling in AP21 to send clients "Thank You" letters after each transaction

PERFORMANCE AND TRAINING

To achieve Zimmermann expectation in all areas of Shopping Experience, Product Knowledge and Store Presentation

To achieve 100% training completion through Z.Style Suite and Z Learning

To follow Zimmermann Policies and Procedures

To achieve attendance and punctuality in every shift

To ensure that the "Visual Merchandise Manual" is followed

To attend product and styling session trainings in order to be familiar with the product knowledge, benefits and features, VM and stock presentation expectations of each season

To create an enjoyable working environment which promotes passion, focus, results and inclusivity

To maintain a professional appearance reflective of the brand

STOCK INVENTORY & LOSS PREVENTION

To have a thorough understanding of the procedures relating to stock management and loss prevention

To have a high level of awareness of the store’s SOH

To ensure that any stock received is communicated to the Store Manager to be received in the system

To ensure all Stock Reservations you are responsible for are removed in accordance with the Policy and Procedure

To ensure that if a theft occurs in store, your Line Managers are communicated with immediately and the Theft Report is completed

To ensure your bag is checked before leaving store at any time

VISUAL MERCHANDISING & STORE MAINTENANCE

To ensure that a consistently high standard of Visual Presentation of store and product is achieved and reflective of the brand directive

To ensure that the "Visual Merchandise Manual" is followed thoroughly

To execute markdowns as per VM guidelines

To communicate any store maintenance issues to the Store Manager and Assistant Manager as promptly as possible

ONLINE ORDERS

To ensure Online orders are processed in accordance to Zimmermann Policy and Procedure, without exception and with 100% accuracy

To ensure the Online orders received each day are dispatched within the set time frames

To ensure there is no incidence of negative feedback from Online Store clients

To facilitate Online returns to store with the aim of achieving a positive outcome

HEALTH AND SAFETY (OSHA/WHS)

To promote and always uphold the non-negotiable standards of the occupational health and safety policies and procedures

To ensure any incidents related to occupational health and safety are reported to your Line Manager and HR in an appropriate and timely manner

KEY PERFORMANCE INDICATORS

Achievement of sales, UPT and average sales per transaction targets

Attendance and Punctuality

Client Satisfaction is consistently achieved

Online Order Client Satisfaction is consistently achieved

Achievement of 85% conversion of Thank You notes to sales transactions

100% accuracy of all clients’ details added to the database

100% training completion through Z.Style Suite within required timeframe

Store visual presentation meets the guidelines

Zimmermann’s Policy and Procedures are adhered to

100% accuracy in all dispatched Online orders is achieved

All Online orders received are dispatched within the required timeframe

No client complaints

No Online Store client complaints

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Central, Central and Western District, HK