Client Consultant

Audemars Piguet (Hong Kong) Limited; Hong Kong; On-site; HKD 201,000 - 335,000; Full time

Job summary

Audemars Piguet (Hong Kong) Limited in Hong Kong is seeking a dedicated Retail Associate to deliver exceptional customer experiences and support pre- and post-sales service for AP timepieces.

Ideal candidates have 3-5 years in retail or hospitality, strong interpersonal skills, and fluency in Cantonese, English, and Mandarin. The role requires a team-oriented approach and a professional presentation reflecting AP branding.

Qualifications

• 3 - 5 years experience in retail / hospitality
• Self-motivated with positive attitude and professional selling techniques
• Outgoing team player with strong interpersonal and communication skills
• Good command of Cantonese, English and Mandarin

Responsibilities

• Provide best customer experience in the boutique for new sales, customer service (repairs), and visitors.
• Explain product information and prices to customers.
• Manage pre- and post-sales service and repairs in alignment with Boutique Manager guidance.
• Build rapport with clients and identify prospects for relationship growth.
• Ensure boutique presentation aligns with AP guidelines and inventory is well-kept.

Skills

Retail experience

Customer service

Languages

Job description

The present and future of Audemars Piguet are built on the invaluable contributions of all our talents. Inspired by the wealth of our past, we are excited about the endless possibilities that our future holds. Together, we are resolutely forward-thinking and strive for excellence in all areas of our business.

If this journey inspires you, come chart your own path within our family and let's continue creating the extraordinary. Together, let's write the next chapter of your career!

Job Description

Scope of Work

To take part in the success of the boutique and to be accountable for providing the best customer experience, for pre and post selling of Audemars Piguet's products, for promoting our brand and products and for making a productive contribution by executing assigned work within given time frames and in ways that meet objectives.

Customer Experience and Service – Business Development

Ensure the best customer experience in the boutique for new sales, Customer service (repairs), and all visitors through efficient customer service assistance.

Provide reliable, accurate, and first class customer service during pre and post sales, pre a, during and post repair.

Have friendly and generous interaction with customers to understand their needs and make them feel wanted and appreciated.

Be an AP Ambassador professionally welcoming customers.

Welcome and successfully build the appropriate rapport with prospects and clients in contact with the boutique. Develop and maintain customer acumen (lifestyle, situation, culture etc.). Be able to recognize a client. Install a seamless communication with customers and maintain it through regular correspondence.

Demonstrate personal involvement in recruiting new clients and identifying prospects.

Provide information to customers by phone or electronic mails in agreement with the Boutique Manager's /Supervisor's guidance and follow public relations policy recommended by Marketing and CRM team.

Understand, know and be able to explain the product and prices.

Provide customer service to all clientele in the absence of the after sales associate or as needed.

Participate actively in Customer Relationship Management data collection.

Be the voice of the customer and share information with boutique management and company personnel.

Self-Leadership

Be positive and display a dynamic attitude while in the boutique. A team player, maintain positive relationships with peers, boutique management, and other levels at AP.

Achieve results through accountability and professional proficiency.

Exhibit uncompromising integrity and commitment to AP's values and behaviours.

Be professional at all times by displaying and projecting the best image of courtesy, respectability and professionalism according to Company's regulations.

Ensure continuous self-development to possess complete knowledge of the customers, watchmaking history and events, company products, company policies and procedures (security and safety) and market awareness.

Understand the Fashion and Luxury markets including competition.

Demonstrate superior interpersonal skills and effective communication.

Make good use of company tools, processes and procedures.

Sales and Boutique Operations

Perform sales activities to walk-in and phone/email clientele to meet Company's and own objectives.

Ensure sale of exceptional time pieces and generate additional sales with accessories

Limit discount as per management guidelines

Apply the guidelines to ensure a consistent global and unified concept in the boutique

Participate in creating and sustaining the environment which provides superior and best value to the customer. Be responsible for a perfect up keeping of the boutique at all times:

Clean boutique in every corner is a must

Know visual display and merchandising guidelines

Current digital material and music to be displayed during opening hours on supporting hardware

Decoration must be at its best and follow AP guidelines

Use and stock properly all current marketing materials (catalogues, books, leaflets)

Attire must be impeccable at all times

Showcases and serving trays must be in mint condition at all times

Stock must be impeccable at all times (no fingerprints)

Be accountable for inventory pertaining to replenishment, display and storage of goods inside the vault (aesthetics, protection of the goods, and cleanliness)

Successfully handle requests from clientele pertaining to pricing, availability, and general product information.

Be responsible for the opening and/or closing of the boutique including the ability to work public holidays and week-ends.

Assist supervisor on the daily check of the stock. Receive stock, check and unpack goods.

Work in conjunction with management to maintain accurate and timely inventory update requests and inquiries as indicated.

Use M3 for performing invoicing, report extraction, and location transfers.

Use CRM tool to collect customer data

Follow policies at all times such as security (only 3 watches out to be showed to clients at 1 time)

Provide operational support for marketing events taking place in the boutique (products presentation & launches, customer care) under Marketing department's supervision.

Perform other tasks and projects, as assigned.

Maintain optimal communication with the Service Centre.

Key Performance Indicators

Overall presentation of the boutique (as compared against Group guidelines)

Quality of service from the whole team (as documented in clients notes, blogs, Mystery Shopping results). For all types of clients (sales, repairs or only visitors)

Self-attire (following Group guidelines)

Sales of ageing stock

Acquisition of potential client data

Quarterly product and service knowledge assessment

Qualifications

3 - 5 years experience in retail / hospitality

Self-motivated with positive attitude and professional selling techniques

Outgoing team player with strong interpersonal and communication skills

Good command of Cantonese, English and Mandarin