JOB PROFILE

Job Title: Client Advisor- Cartier

Reports to: Store Director

Division: Retail, Multi-brand

OVERVIEW

The Client Advisor-Cartier is responsible for providing an outstanding client experience and meeting or exceeding sales objectives, with a specialized ambassador focus on the Cartier brand. This advisor will be an expert on the heritage of the brand, product line and stock within the store and will lead by example as the primary driver of Cartier sales for the location.

Creating an outstanding client experience is a critical aspect of this job. It is accomplished by creating a positive, inviting and elevated environment for the discerning client. It is crucial that Client Advisor - Cartier focuses on developing a long-term relationship with the client that is based upon trust so the client is more likely to think of purchasing from the store in the future. This includes strategically following-up, embracing and utilizing the CRM system and tools and handling escalated issues with outstanding diplomatic skills.

ESSENTIAL JOB RESPONSIBILITIES

Ensure an outstanding client experience

• Work to create a positive, inviting and elevated environment for the discerning client.
• Be enthusiastic and demonstrate a passion for watches and jewelry.
• Create a relationship with the client:
• Greet the client when they enter the store.
• Listen to the needs of the client and ask discovery questions.
• Demonstrate outstanding product knowledge to educate the client and address their needs.
• Understand available inventory within store and if needed, at other Tourneau|Bucherer stores.
• Create excitement with the client about the product.
• Ultimately gain the client’s trust.
• Explain the value of being a Tourneau|Bucherer client and leverage available tools, such as CRM, the Watch Protection Plan, Trade-ins and Bucherer 1888 Financing to support making the sale.
• Partner with other Client Advisors as appropriate to make a sale.
• Obtain client contact information utilizing the CRM system to build an on-going relationship
• In the event that the client contact results in a sale, efficiently close and process the sale:
• Process payment accurately and in alignment with policy and partnering with the Operations Department to process the payment as applicable.
• Complete warranty information.
• Work with Service Department on sizing, cleaning and setting the watch.
• If required, gift-wrap and prepare for shipment.
• Follow-up with client on purchase.
• Handle client issues with outstanding diplomatic skill, creating a positive experience for the client.
• Attend training sessions to increase product knowledge.
• Partner with the Service Department to ensure a positive client experience this includes:
• Escorting customers to the Service Department.
• Taking in repair orders if needed.
• Assisting with customers picking up repairs.

Meeting or Exceeding Sales Objectives

• At a minimum, must meet sales objectives for any given month, quarter and year.
• Clearly understand daily sales objective and how it relates to weekly and monthly targets.
• Maximize percentage to retail.
• Clienteling - focus on developing long-term relationships with the client so that they are more likely to think about visiting and buying from the store in the future. As appropriate, follow-up with clients utilizing the CRM system. This may include but is not limited to birthday cards, holiday cards, informing clients of new merchandise and inviting customers to special events/ campaigns.
• Readily accept and incorporate constructive advice given by managers on how to improve sales performance.
• Challenge yourself to become comfortable selling all brands of watches and jewelry, and maintain a balance of sales across the full product assortment.

Other

• Strictly adhere to all store security procedures
• Respect other Client Advisors fostering an environment of support and collaboration.
• Adhere to the company dress code policy.
• Work with Manager to ensure the store is at all times clean and attractive.
• Attendance is a crucial part of performance.  Be on time.
• Help set-up or close store depending upon shift.

Requirements

• A passion for building clientele and selling.
• Demonstrate an exemplary level of integrity and professionalism at all times.
• Must be able to work a flexible schedule throughout the week.
• Must have a polished and professional appearance with a positive attitude.
• Meet and exceed company assigned metrics and objectives.

AMBASSADOR RESPONSIBILITIES

Client experience and Sales Objectives

• Lead by example as the primary driver of the Cartier brand sales within the location.
•  Creating excitement for the brand with the Client Advisors, resulting in achievement of brand goals set by Tourneau|Bucherer.
• Assist Client Advisors with Cartier sales as necessary (provide product information, closing, etc.) to be certain every client experiences the Tourneau|Bucherer Way and the luxury of Cartier to the fullest. 
• Responsible for implementing brand strategies and guidelines. 
• Act as a mentor to other Client Advisors on the Cartier brand and utilize the Tourneau|Bucherer advantages to the fullest.
• Proactive in partnering with management on brand feedback and insights and to plan and coordinate Cartier events.
• Manage day-to-day sales of the Cartier brand within the store location, managing pricing issues that may arise throughout a sale.
• Ensure each customer has a positive experience while visiting the store, with an enhanced focused in the Cartier area.

Training

• Responsible for educating other Client Advisors and ensuring they are knowledgeable of the brand’s unique history and heritage, the range of products, and specific product attributes and availability. 
• Consistently update the Tourneau|Bucherer staff on Cartier brand knowledge and updates.
• Work with Tourneau|Bucherer Corporate and Store management to schedule and deliver Cartier training sessions.
• Encourage all Client Advisors to increase comfort level with the Cartier brand through individual/group training sessions.
• Participate in scheduled trainings and seminars, as applicable.

Brand Management

• Ensure appropriate visual merchandising of all Cartier products in the store, making certain the visual presentation of the watches is consistent with the luxury image of the brand. 
• Check stock on a daily basis and make certain Cartier watches are handled properly (Quality of the stock).
• Communicate with the Tourneau|Bucherer Merchandising team to ensure appropriate inventory is available within their store location. 
• Monitor and order Cartier supplies including visual materials, catalogues and other POS tools.
• Be the expert on the heritage of the Cartier brand, product line and the stock within the store location.

QUALIFICATIONS

• 3+ years of relevant experience, preferably in luxury retail.
• Prior watch and fine jewelry experience is helpful but not required.
• Expert communication, leadership, and management skills.
• Sales driven and results orientated.
• Willing to be hands-on and work with the team to fulfill operational and organizational needs.
• A Bachelor’s degree or equivalent in business or related discipline is preferred.
• Bi-lingual language proficiency is a plus to cater to our international customer base.