Client Advisor Guadalajara

Cartier; Ciudad de México; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading luxury brand is seeking a Client Advisor to enhance the customer experience through exceptional service and sales performance. The ideal candidate will engage clients, exceed sales targets, and uphold boutique standards while contributing to a memorable Cartier experience. This role requires a proactive approach to client engagement and a commitment to continuous self-development.

Formación

• 2-5 years experience as a client advisor in retail or service industries.
• Experience in luxury and/or hospitality is a plus.

Responsabilidades

• Achieve/exceed sales goals and maximize customer care.
• Ensure outstanding customer service and follow up.
• Maintain compliance with boutique operations and security.

Conocimientos

Customer Service

Sales Performance

Multitasking

Active Listening

Educación

Bachelor’s degree or equivalent

Herramientas

MS Office

Descripción del empleo

Key Responsabilities

Key responsibility 1: SALES PERFORMANCE

• ACHIEVE / EXCEED SALES GOALS
• Ensure the maximization of sales by Boutique, as well as excellent customer care: helping clients locate, select and buy products through a memorable Cartier experience.
• Carry out short-, medium- and long-term actions to achieve/exceed the individual and store sales and KPI targets indicators set by Directors.
• MAXIMIZES THE OPPORTUNITIES FOR PURCHASE AND REPURCHASE
• Consistently achieves and/or exceeds the monthly sales target, as directed by management.
• Defines targeted actions on existing clients for purchasing / repurchase through Clientelling actions & follow up all along their journey.
• Defines targeted actions for clients coming for a Care service (to leverage service to sale conversion) and provides adequate follow up.
• Defines targeted actions to convert visitors & prospects into clients
• Find ways to exploit existing /new opportunities for Cartier
  
  

Key responsibility 2: CUSTOMER AND EXPERIENCE DEVELOPMENT

• CONNECT & ENGAGE WITH ALL CLIENTS AND VISITORS
• Ensure that each client receives outstanding and exceptional customer service by providing a friendly environment which includes greeting and acknowledging every customer, maintaining outstanding standards, solid product knowledge and all other components of Customer Service before, during and after sales.
• Meet and/or exceed service timeframes and client expectations for Maison appropriate follow-up to service
• Champion client discovery to collect information & data on clients (hobbies, friends & family, client values….)
• Beyond the boutique participate and research about client’s relevant events and interests.
• Appropriately resolve client issues/concerns and escalate as needed to Management
• DELIVER A HIGHLY PROFESSIONAL SERVICE IN AN OMNICHANNEL ENVIRONMENT
• Take care of each guest’s personal Cartier journey (i.e looking for a gift, a repair, a quick service…) & deliver in-BTQ experience through the Maison Art of Selling. (needs & motivations clients)
• Suggest products based on client preferences [using stock from the boutique or from another retail network (ex. E-commerce)]
• Prepare for visits using client database and relationship history to provide optimal experience.
• Champion hyper-personalized actions, both digital & non-digital on
• Personalized client’s experiences actions (Taking products to client's home, engraving, embossing, digital experience …)
• Conciergerie & in-store hospitality services
• Maison related animation Client special events
• New services (boutique pick up, delivery at home, distant sales…)
  
  

Key responsibility 3: SELF-DEVELOPMENT

• PROACTIVE SELF-DEVELOPMENT
  
  

The Client Advisor assumes responsibility for its development through the training, tools, and workshops that the company provides, to be able to give effective sales presentations and build long-term customer relationships.

• Constantly develop knowledge & skills: Cartier product, know how, métier, industry news-competition, Client lifestyle, local events, active listening, negotiation, selling skills etc
• Share information / knowledge/ expertise with the team (during a daily brief, during a monthly meeting…), such as: special knowledge, industry news, etc…
• Constantly learn from others (participate to mentoring / referral programs)
• Actively takes part in events and trainings organized by the different areas.
• Remain current on industry news and competitors
• BRAND AMBASSADOR

• Maintains the ideals of Cartier’s client experience, with a clear comprehension of the luxury service requirements.
• Acts and leads under the Maison’s values.
• Seeks feedback from operational processes to ensure they are carried out as efficiently as possible.
• Supports and attends client events as needed.
• Leads by example
• Creates brand enthusiasm within the boutique by:
• Sharing his/her knowledge of the operational processes and the benefits of carrying them out correctly.
• Being a supportive individual and solving doubts and problems.
• Conveying Cartier heritage and DNA (Cartier legacy, storytelling…)
• Inspiring clients by further engaging them into our Cartier lifestyle, values, and full creation range (both in store but as well on social media.
  

Key responsibility 4: OPERATIONS AND BUSINESS MODEL

• UPHOLD BOUTIQUE OPERATIONS AND COMPLIANCE

• Policies & procedures: Understand and comply with Cartier security and operational procedures (i.e., product handling, inventory control, anti-money laundering …) and service policies
• Stock inventory: Assist with Boutique projects as needed (inventory, organization, restocking of supplies, etc...)
• Assist with daily set-up and breakdown of the boutique, and communicate on any maintenance issues
• Safety & security:
• Has a deep knowledge of the brand and the complete range of products and services.
• Ensures the adequate comprehension and execution of all the guidelines and procedures of the brand by the boutique personnel.
• PROMOTE NEW SERVICES & TOOLS
  
  

• Master existing and new tools related to transactions
• Master tools related to client portfolio management & appointment (sales force)
• Master tools related to specific services (functional check, engraving…)
• Ensure proper customer records, security, and handling of cash in line with company processes and procedures.
• Perform efficiently in form and time the following tasks:
• Cycle counts delivery
• Inventory counts
• Merchandise safety
• Shrinkage and shortage of stock
• Transfers
• Legal documents (vulnerables)
• Change of price
  

PROFILE

Education

• Bachelor’s degree or equivalent.
  
  

Required Experience

• Experience working as a client advisor in retail or other service industries. (2-5 years)
• Experience in luxury and/or hospitality is a plus.
  
  

Technical Skills / Abilities

• Fluent in English. Additional language is a plus.
• Good Knowledge of MS Office
• Knowledgeable about watchmaking and jewelry techniques is a plus.
  
  

Competencies And Personal Skills

• Exception ability to drive through change and initiatives to achieve company goals
• Strong multitasking ability to handle various competing priorities and demands simultaneously without making mistakes
• Strong ability to analyze risks, pre-empt customer needs, and work proactively, efficiently, and effectively
• Strong ability to attend to customers politely and respectfully, and to offer service that exceeds their expectations.
• Must be available to work retail hours (including weekends), as needed.
  
  

Values

• Good team player
• Curious
• Passionate
• Empathic
• Active Listener
• Responsible