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Valentino

Client Advisor

Permanent

London, UK

This Italian Luxury Fashion house is looking for a Customer Advisor to join their team.

Level

Entry Level / Assistant

Skills

CRM Databases (Advanced)

Customer Service (Advanced)

Product Knowledge (Advanced)

Sales (Advanced)

Storytelling (Advanced)

Languages

English (Fluent)

Job Mission:

Contributes to the store business through excellent clienteling and reaching KPIs goals

(conversion rate, cross-selling, AVT, upselling, strategic zoning)

Main Duties and Responsibilities:

Client

• Master the Client Journey

• Create Customer emotion and desire

• Engage existing and prospect clients as per the weekly plan defined by Store

Management

• Deliver the Valentino Couture Service in an impeccable way in every phase

(preparation for sale, welcome, exploring the client, presentation of the product,

closing and farewell).

• Focus on development and retention of existing clients, recruitment of new and

potential ones

• Engage the client through every selling opportunity - walk-in, private

appointment, phone consignments

• Actively participates to sales in partnership and OTO appointment routine

Operations and Visual

• Deal with all sales and after-sales activities (boutique returns, end of the season,

customer returns, repairs, complaints

• Ensure product good maintenance, replenishment on the floor

• Know the warehouse stock of all categories in order to ensure re-stock shelves

and maximize sales.

• Respect administration and operations procedures.

• Liaise with the In-Store Visual to follow display guidelines; verifies and report all

relevant information to store management.

• Where an Ops HC is not present takes an active part to the execution of

operational tasks (including shipping/receiving)

Key competencies

• Incorporate greater human touch & empathy in engagement, shows emotional

closeness

• Believe in the brand story and mission

• Embody the new brand values and attitude

• Informed about what’s happening in the brand (global and local) universe

• Transactional: performs actions and task needed to respond to

client requests and enable the sales

• Commercial: applies consultative selling skills to secure “close the sales”, “up-sell”

and “cross-sell”

• Branding: enriches the experience and perceived value with brand storytelling;

embodies the brand tone of voice, attitude and ethos

• Relational: establishes human connections with customers, emphatically adapting

to the individual and situation

• Emotional: ineluctably, primes emotions that influence customer’s attitude,

cognition and behaviour

Level

Entry Level / Assistant

Skills

CRM Databases (Advanced)

Customer Service (Advanced)

Product Knowledge (Advanced)

Sales (Advanced)

Storytelling (Advanced)

Languages

English (Fluent)

This Italian Luxury Fashion house is looking for a Customer Advisor to join their team.

Job Mission:

Contributes to the store business through excellent clienteling and reaching KPIs goals

(conversion rate, cross-selling, AVT, upselling, strategic zoning)

Main Duties and Responsibilities:

Client

• Master the Client Journey

• Create Customer emotion and desire

• Engage existing and prospect clients as per the weekly plan defined by Store

Management

• Deliver the Valentino Couture Service in an impeccable way in every phase

(preparation for sale, welcome, exploring the client, presentation of the product,

closing and farewell).

• Focus on development and retention of existing clients, recruitment of new and

potential ones

• Engage the client through every selling opportunity - walk-in, private

appointment, phone consignments

• Actively participates to sales in partnership and OTO appointment routine

Operations and Visual

• Deal with all sales and after-sales activities (boutique returns, end of the season,

customer returns, repairs, complaints

• Ensure product good maintenance, replenishment on the floor

• Know the warehouse stock of all categories in order to ensure re-stock shelves

and maximize sales.

• Respect administration and operations procedures.

• Liaise with the In-Store Visual to follow display guidelines; verifies and report all

relevant information to store management.

• Where an Ops HC is not present takes an active part to the execution of

operational tasks (including shipping/receiving)

Key competencies

• Incorporate greater human touch & empathy in engagement, shows emotional

closeness

• Believe in the brand story and mission

• Embody the new brand values and attitude

• Informed about what’s happening in the brand (global and local) universe

• Transactional: performs actions and task needed to respond to

client requests and enable the sales

• Commercial: applies consultative selling skills to secure “close the sales”, “up-sell”

and “cross-sell”

• Branding: enriches the experience and perceived value with brand storytelling;

embodies the brand tone of voice, attitude and ethos

• Relational: establishes human connections with customers, emphatically adapting

to the individual and situation

• Emotional: ineluctably, primes emotions that influence customer’s attitude,

cognition and behaviour

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