Sr. Client Advisor

Richemont Iberia SL; New York (NY); On-site; USD 39,000 - 43,000; Full time

Benefits offered by this job

Medical, dental, and vision

Health savings account

401(k) with employer match

Paid time off

Wellness reimbursement

Volunteer days off

Job summary

Richemont Iberia SL in New York City is seeking a Senior Client Relations Advisor to manage inquiries via phone and email, buy/sell luxury watches, and negotiate prices to maximize margins. You will support high-ticket transactions, ensuring compliance with HQ policies while delivering exemplary customer service.

The role operates Monday–Friday in our New York showroom, offering commission-eligible earnings and opportunities to grow selling skills within a luxury multi-brand environment.

Qualifications

• Experience using KPIs such as reply time and sales targets.
• Deep knowledge of watch brands and models.
• Understanding watch movements (quartz, automatic, manual).
• Strong negotiation skills, including trade-ins.
• Excellent communication via email and phone.
• Results-driven with entrepreneurial mindset.
• Highly organized with ability to prioritize.
• Able to follow HQ procedures and policies.
• Experience handling high-ticket items with customers.
• Email and phone sales experience required.

Responsibilities

• Respond to inquiries promptly via phone and email.
• Buy, sell, and negotiate prices including trade-ins.
• Ensure compliance with sales, financial, and security procedures.
• Deliver excellent customer service for pre-owned watches.
• Manage end-to-end sales process from contact to delivery.
• Understand internal procedures from receipt to delivery.
• Handle live orders post-payment and aftersales questions.

Skills

Watch brand knowledge

Negotiation

Phone sales

Email sales

Customer service oriented

KPI driven

Strong communication

Job description

Are you a passionate and client-focused individual looking to make your mark in the luxury watch market? Join our dynamic team as a Senior Client Relations Advisor in our prestigious New York showroom, where you'll play a pivotal role in delivering an unparalleled customer experience for clients across North America. This exciting opportunity involves expertly managing client inquiries about our exquisite timepieces, ensuring every client receives prompt and personalized attention. You'll be at the forefront of our customer service, handling a high volume of requests efficiently through both phone and email channels, to deliver timely and exceptional responses. Beyond inquiries, you will also be facilitating the buying and selling of exquisite timepieces and skillfully negotiating prices to secure optimal margins. With a Monday to Friday schedule, this role offers a fantastic chance to develop and evolve your selling skills over the phone, all while contributing to a engaging work environment in the heart of New York City.

Responsibilities

• Managing inquiries on our watches via a first come, first served queue (by both phone & email), and delivering timely responses
• Buying, selling, and negotiating prices of watches including trade-ins to secure a deal with the best possible margin
• Ensuring compliance with sales, financial, and security procedures as outlined by HQ
• Demonstrating excellent customer service skills, providing our clients with the best possible pre-owned watch buying/selling experience
• Managing the sales/purchasing processes from beginning to end; contact, conversion, and aftersales
• Understanding internal procedures from the moment we receive a watch, to the moment it is delivered to the end client
• Handling ‘live’ orders post payment, and dealing with aftersales queries from your clients

Qualifications

• Experience working with Key Performance Indicators such as first reply time, speed of phone answer, and meeting sales/purchasing targets
• Exceptional knowledge of not only watch brands, but specific models offered by them
• Knowledge of the inner workings of timepieces, including quartz, automatic, and manual wind movements
• Ability to negotiate (ideally with a trade-in involved)
• Ability to take in technical information and follow instructions/directions precisely
• Results driven and motivated, with an entrepreneurial mindset
• Very personable and polite
• Highly organized with the ability to prioritize workload
• Strong communication skills and confidence via email and phone
• Ability to adhere to the WF & Co policies and procedures document, as well as Health and Safety procedures
• Experience working with customers on a one to one basis on high ticket items
• Email and phone sales experience is a MUST

What’s in it for you?

• You will embark on an exciting new venture in New York, which will enable you to grow yourself within the luxury retail space
• Gain valuable experience working in a multi-brand, multi-channel sales environment
• Various company benefits, with a generous commission scheme

KPI’s and Targets

• Units sold (per month)
• Units purchased (per month)
• Negotiation/discount percentage control
• Email reply times/speed of answer on phones
• Client testimonials via Trustpilot and Google
• Conversion rate

Richemont offers a generous compensation and benefits package for eligible employees. Only candidates selected for further consideration will be contacted.

We Offer

• Employee wellbeing is a top priority at Richemont.
• We offer a comprehensive benefits program to support employees and their loved ones.
• Our core benefits include medical, dental, and vision programs.
• Health savings and flexible spending accounts are also available.
• The company offers income protection solutions including life insurance, disability benefits, and 401(k) with employer match.
• Understanding the importance of work-life balance, our total rewards include paid time off, a wellness reimbursement benefit, and access to the employee assistance program.
• Employees are encouraged to make a difference in their local communities with volunteer days off, supporting initiatives that drive change.

At Richemont, We Craft the Future!

Expected Salary Range: $28 - $31. This role is commission eligible.

Salary will be negotiated based on relevant skills and experience.