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Sales and Experience Supervisor Cartier
hace 3 meses
As an ambassador of the Maison, his/her core mission is to ensure an excellent client experience before, during and after a sale. He/she will look after the achieving of sales targets of both individual CAs and at a store level focusing on quality sales, working closely with the Deputy Boutique Manager, Boutique Manager (boutique director) and Sales/Client Advisors. He/she will also proactively help sales/client advisors to convert prospects into customers and further develop current clientele. In the absence of the Deputy Manager, he/she will be co-responsible for leading the boutique in conjunction with the Boutique Director and the Area Manager.
KEY RESPONSABILITIES
Key responsibility 1:
COMMERCIAL PERFOMANCE
ACHIEVE AND/OR EXCEED SALES PLANS AND LEAD BUSINESS DEVELOPMENT INITIATIVES
- Drives sales and care service team to consistently achieve or exceed sales targets
- Maximizes business opportunities by creating synergies and efficiency throughout the entire boutique.
- Responsible for implementing along with the Client Advisors, experiences according to the client profile. (Appoinments, events, animations, “The Art of Hosting”)
- Develops a strong knowledge of the boutique business and assess local market opportunities to implement a proactive and effective sales strategy.
- Interacts and supports client advisors by being on the sales floor accompanying them through the sales closures (coaching on the spot).
- Works with the boutique Director and the sales advisors to implement CRM strategies to improve new client acquisition and loyal client retention.
- Engages in the recruitment of clients for events.
- Develops and establishes a long lasting and sincere relationship with clients.
- Works with the different departments and managers to seize: the business analysis, the sales expectations, and the launching goals as growth opportunities.
AFTER SALES SERVICE
- Implements and coordinates at a boutique level Cartier’s Service and International Service Policy.
- Runs CS activities in the boutique.
- Prioritizes and structures the CS work
- Ensures a perfect follow up by Sales Associates of Cartier’s and Richemont’s internal procedures.
- Defines, implements and supervises the Client Service process (client service focused on after sales)
- Leads and implements projects to improve repair service flow and process, according to Cartier standards.
- Defines along with boutique Director, the qualitative and quantitative boutique objectives, to meet the service level expectations, as well as the annual client service KPIs (monitoring of client satisfaction, gratuities, etc.)
- Inspire and transmit to the boutique sales advisors (and client advisors depending on Boutique organization) the after-sales service processes and procedures:
- Follows up weekly with Individual Associates to review bottlenecks in service flow and any potential client issues.
Key responsibility 2:
LEADERSHIP
INSPIRE AND TRANSMIT
- Motivate and support the Boutique staff offering guidance and assistance as needed.
- Communicates and launches strategic actions related to the brand.
- Support the Boutique director in Building a high performing team by coaching, providing consistent feedback, and defining appropriate IDP’s and learning opportunities
- Provides the boutique Director qualitative feedback regarding the team performance as for the level of client service and sales, so that he/she can carry out the monthly OTO.
- Responsible for creating a positive and united work environment amongst all staff.
- Implements branding guidelines (Grooming...)
Key responsibility 3:
CLIENT DEVELOPMENT & CLIENT EXPERIENCE
ENSURE EXCEPTIONAL CLIENT EXPERIENCE (CUSTOMER CENTRICITY) AND DEVELOP CLIENT RELATIONSHIPS IN THE LONG-TERM
- Trains and monitors the staff for the Sales Ceremony, ensuring they meet the Maison’s standards.
- Ensure that the team delivers an exceptional client experience, maintaining the highest level of courtesy and professionalism through the Cartier Sales Ceremony.
- Ensures that the advisors work on the development of long-term client relations, resulting in better business opportunities. (Getting to know our clients).
- Identify client development gaps; create solutions and strategies to execute.
- Ability to resolve and/or de-escalate complex client challenges independently.
- Skilled with leading face to face VIP experiences and client interactions
- Models the behavior of the luxury experience and maintains a regular presence in the boutique.
- Has a complete comprehension of the relevant market and the customer demography.
- Has a strong knowledge of suitable places and experiences worthy of recommending to our clients and is capable of acting as a concierge for them.
- Support and partner with sales and care service teams, on escalated client matters to ensure optimal solutions are provided.
Key responsibility 4:
OPERATIONS & BUSINESS MODELS.
KNOWLEDGE AND FULFILLMENT OF POLICIES AND PROCEDURES.
- Has a deep comprehension and knowledge of the brand and the complete range of products and services.
- Deeply comprehends and meets the operational and security procedures imposed by Cartier and Richemont.
- Ensure team members consistently adhere to proper execution of all procedures / compliance (ex. sales / finance procedures and cash management, security, and safety procedures, etc.)
- Ensures the adequate comprehension and execution of all the guidelines and procedures of the brand by the boutique personnel.
- Suggests solutions to problems related to clients within the framework of accepted policies and procedures.
- Work with the Deputy Manager to ensure fluidity of operations and support fellow boutique management with boutique controllable operating expenses: monitoring, analysis and action plan recommendations in order to optimize controllable costs
- Be a co-leader in the continuous improvement project and mindset
Key responsibility 5:
AMBASSADORSHIP & IMAGE
- Uphold the ideals of the Cartier Client Experience with a clear understanding of luxury service requirements.
- Demonstrate ability to establish strong rapport with partners in Corporate and leaders across the Maison
- Leads and acts under the Maison values.
- Seeks feedback from client advisors to ensure that the client service is carried out in an exceptional and memorable manner, as indicated by Cartier’s service quality standards.
- Directs and attends client events.
- Leads by example.
WE ARE AN EQUAL OPPORTUNITIES EMPLOYER
