Client Advisor

5 days ago

Montreal, Canada Moncler spa Full time
Client Advisor (Keyholder) - Montreal Holt Renfrew

Engaging directly with clients through every channel and touch point, understanding their expectations, and creating unique and distinctive experiences in its stores are the cornerstones of the relationship that Moncler strives to develop with its community.

Client Advisors (Keyholder) are natural relationship builders with outstanding commercial ability, guiding each client through the brand’s values and heritage, gaining a strong understanding of their needs and creating long-term value for clients and the company. The Client Advisor (Keyholder) strives to achieve individual and team results, acting as the Client Experience Manager (CEM) and Manager on Duty. The CA (Keyholder) coaches and guides the sales team, sharing skills and knowledge while ensuring store operations are executed to brand standards, including floor coverage.

RESPONSIBILITIES:

  1. Engage with clients and ensure the MONCLER Sales and Service standards are embodied consistently.
  2. Drive and exceed individual sales objectives including KPIs such as Repurchase Rate, UPT, conversion, and data collection by ensuring the highest level of Customer Service and quality of sales.
  3. Contribute to enhance team performances as a supervisor and coach, sharing knowledge, information, best practices, and mentoring colleagues with less experience.
  4. Supervise the sales floor, acting as CEM and floor manager.
  5. Capture quality client information to understand and meet client needs and personalize future client development opportunities.
  6. Build and develop long-lasting client relationships using the company’s clienteling program and initiatives.
  7. Active client outreach through appointment selling including follow-up of charge sends, phone sales, and after-sales service.
  8. Attract new clients by acting as a Brand Ambassador through networking within the community.
  9. Support and maintain company visual merchandise presentation standards.
  10. Support in inventory preparation and execution.
  11. Work with all store teams to maintain a professional and productive work environment.
  12. Professionally interact with all levels of Management and Corporate representatives.
  13. Effectively demonstrate and adhere to all Company initiatives (Retail Excellence and C.R.M Programs).
  14. Discuss with clients and give advice on general trends in the fashion world and developments in the luxury market, enhancing the knowledge of the brand's history and values, collection proposition, and product features.
  15. Additional responsibilities as assigned.

QUALIFICATIONS:

  1. 3-5 Years previous experience in sales roles, in Fashion Luxury/Retail Companies.
  2. Proven excellent client service skills and commercial mindset.
  3. Previous experience in training and coaching people in both professional and non-professional contexts.
  4. Ability to drive results through others.
  5. Proficient computer knowledge (MS Word, Excel, and Outlook).
  6. Fluency & sophistication in local language; proficiency in English, while another language is a plus.
  7. Ability to communicate and analyze business needs/trends with senior leadership.
  8. Ability to work in a fast-moving and dynamic environment.
  9. High flexibility and ability to adapt to different customers.
  10. Ability to work a flexible schedule based on business needs, including evenings, weekends, and holidays.
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