Private Client Advisor
3 weeks ago
Who we are
FINE+RARE is one of the world's leading marketplaces for wines, spirits, and collectible experiences. We have built an unparalleled network of producers, agents, reservists, and private clients by providing access to the wines and spirits held in the world's greatest cellars and collections. We operate globally, with offices in Asia, Continental Europe, the UK, and the US. We offer our customers a wide range of services, including global delivery, storage solutions, and the option to sell wines through our single marketplace platform.
Job Purpose
As a Client Advisor-Fine Wine and Spirits, you will be responsible for supporting the experience of F+R’s most valuable customers by providing expert advice and exceptional service. You will play a crucial part in enhancing our customers' experience and ensuring each receives the best possible guidance and support in their fine wine and spirits journey.
Support to the Chief Revenue Officer and the Sales Director in preparing offer pipeline planning, order processing, client service queries and requests for account information, and management of shipping or fulfilment processes.
This role will be measured and remunerated on service metrics, quality of communication, resolution of tickets around key accounts, and working to deliver a consistent and exceptional brand experience for F+R’s most valuable customer segments.
Key Responsibilities
- Execute offers and service initiatives as directed by management.
- Ensure alignment with clients' goals/objectives and customer needs.
- Adhere to and uphold established service standards to provide a consistent and superior customer experience.
- Maintaining an innovative approach and knowledge of service protocols and procedures.
- Definition and proactive management of the onboarding process and journey for new (and returning) key accounts.
- Profiling of customers (new and existing) across enthusiasts, emerging collectors, established collectors, speculators, and investors.
- Generate and maintain accurate reports on customer interactions, sales activities, and service performance.
- Provide regular updates and insights to management.
- Act as an ambassador for fine wine and spirits, sharing your passion and expertise with customers.
- Educate customers on the qualities, history, and enjoyment of fine wines and spirits.
- Make recommendations based on customer preferences and objectives.
- Ensure timely and service-driven communication with customers regarding orders, offers, and services.
- Provide proactive updates on order status and delivery timelines.
- Address customer issues and concerns promptly and effectively.
- First contact resolution: ensure customer issues are resolved on the first contact.
- Escalate complex or unresolved issues to the appropriate departments while maintaining customer satisfaction.
- Work closely and collaboratively with other departments, including sales, marketing, logistics, and customer service, to ensure seamless customer experiences.
- Participate in cross-functional meetings and initiatives as needed.
- Assist in the planning, execution, and monitoring of marketing and sales campaigns.
- Provide feedback and insights on campaign performance and customer response.
Knowledge, Skills + Experience
- Demonstrable sales experience in performing to a standard of commercial excellence for an extended period.
- Take ownership of personal development—planning to improve (taking part in key initiatives, projects, external courses, e.g. MW) and grow expertise and skillset.
- A learning mindset, keen to develop ambitiously and prioritise.
- Proven track record of delivering commercial targets.
- Tenacious, enterprising commercial outlook.
- Highly proficient in analysing and interpreting data, providing insights, experience, and advanced capability in reporting suites (Power BI) and data analysis (Excel).
- Functional experience working with CRM (Hubspot would be advantageous).
- Highly capable communicator and collaborator with the ability to work cross-functionally at all levels.
- Strong attention to detail and a methodical and logical problem solver.
- Ability to thrive in a fact paced sales focused environment.
- WSET Level 4 Diploma or above.
- Strong knowledge of wine with a passion for the industry.
- Strong relationship building skills.
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