Client Advisor - London, United Kingdom - Fendi
Description
Company:
Fendi
- Country / Region : United Kingdom
- City : London
- Business group: Fashion & Leather Goods
- Contract type: Permanent Job
- Function: Retail
- Experience required: Minimum 5 years
- Reference No: FEND02360
- Date of publication:
POSITION
MAIN MISSION
As a FENDI Ambassador you are expected to provide an extraordinary and luxurious experience to the clients.
The Client Advisor & Marketing Ambassador also leads the promotion of a Clienteling culture and omnichannel mindset within the store.
Support Store Manager with the achievement of the Clienteling & CRM target and KPIs across all categories.MAIN RESPONSIBILITIES
Sales Performance
- Engage in upselling, cross selling and multiple selling for all product categories
- Provide customer feedback on products, especially newly launched products
- Strengthen customer relations, and nurture loyal FENDI customer base also implementing appropriate CRM tools and master the usage of the Company CRM tools provided.
- Implement CRM Campaigns and setup One On One appointments in line with target and guidelines set.
- Manage customer service quality, to meet customer expectations by offering professional and individual human touch with the customer.
Clienteling
- Support with implementation and coordination of elevated clienteling activities at store level;
- Support the Client Advisors to plan and execute their clienteling activities;
- Monitor and assess the results of the Clienteling activities;
- Promote clienteling and omnichannel mindset though best practices in store
- Intensity in Clients outreach (including MY ACTIVITY)
- Support the stores in developing in and out of boutique clienteling animations and events during the year in line with company guidelines, predefined targets of clients and business goals.
- Contribute to a "top level" customer service, in all aspects, in order to meet effectively and in a timely manner any clientele requests
CRM
- Propose initiatives which enhance existing relations with store partners and prestigious clients, promote clients loyalty and new clients recruitment;
- Support in the organisation of events (eg. Popup etc.)
- Ensure Customer data are collected and usable and master CIC cards procedures (including storage and digital archiving)
Business performance and Retail execution
- Monitor the performance of the CRM and omnichannel KPIs, completion rate, data collection accuracy, produce in depth analysis;
- Train and assist store team in understanding how to use CRM and Clienteling tools efficiently (including Heaven),
- Guarantee CRM tools stock in store (i.e. CIC cards, CRM cards, catalogue.)
- Collect best practices, ideas and issues and share them with Store Manager and local marketing team
Store Operations
- Perform store duties as assigned by team leaders and management
- Be able to correctly operate the Company Sales Management system, in all areas relating to stock transfer, payment, stock inquiry and customer database input
- Support during Store stock take and cyclecounts
- Maintain proper visual merchandising according to company guidelines
- Maintain a safe and clean store environment and implement daily housekeeping duties.
PROFILE
- 7 + years' experience in Fashion/Luxury Sales with a significant experience in CRM & Clienteling
- Bachelor's or Master's Degree or equivalent
- Excellent knowledge of Microsoft pack office
- Fluent in English, another language would be a plus
- Manages his/ her image standards at a high level
- Excellent communication skills
- Customer orientated mindset
- Entrepreneurial mindset, selfstarter and able to deal with ambiguity
- Excellent interpersonal and ability to develop strong relationships with people
- Able to demonstrate confidence, resilience and professionalism
- Strong organisation skills and ability to multitask in a fast pace environment
- Goal oriented approach and driven for results
- Analytical mindset
- Strong knowledge and/or interest for fashion/luxury industry
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