Client Advisor Part Time

At Cartier, we are proud to employ talent from many different backgrounds, experiences, and identities. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence. As a Client Advisor, he/she achieves and exceeds sales targets as directed by management and proactively develops his/her client portfolio. As an Ambassador of the Maison, he/she ensures a unique client experience throughout all touch points.

KEY RESPONSABILITIES

SALES PERFORMANCE

• Its job description implies ensuring 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.

• Consistently achieve and/or exceed the monthly sales target, as directed by management.
• Define targeted actions on existing clients for purchasing / repurchase through Clientelling actions & follow up all along their journey.
• Define targeted actions on clients coming for a Care service (to leverage service to sale conversion)
• Define targeted actions to convert visitors & prospects into clients
• Find ways to exploit existing /new opportunities for Cartier

CUSTOMER AND EXPERIENCE DEVELOPMENT

• 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

• 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…)

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 with which it works.
• Remain current on industry news and competitors

• 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.
  • Convey Cartier heritage and DNA (Cartier legacy, storytelling…)
  • Inspire clients by further engaging them into our Cartier lifestyle, values, and full creation range (both in store but as well on social media)

OPERATIONS AND BUSINESS MODEL

• 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:
  • Understand and comply with safety measures [i.e boutique disinfection, distance rules…]
  • 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.

• 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