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Private Client Advisor

4 months ago

Camden Area, United Kingdom FINE+RARE Full time
Who we arenFINE+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 PurposenAs 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.

You will support the Chief Revenue Officer and the Sales Director in preparing offer pipeline plans, order processing, client service queries and requests for account information, and shipping or fulfilment process management.

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 ResponsibilitiesnExecute offers and service initiatives as directed by management.nEnsure alignment with clients' goals/objectives and customer needs.nAdhere to and uphold established service standards to provide a consistent and superior customer experience.nMaintaining an innovative approach and knowledge of service protocols and procedures.nDefinition and proactive management of the onboarding process and journey for new (and returning) key accounts.nProfiling of customers (new and existing) across enthusiasts, emerging collectors, established collectors, speculators, and investors.nGenerate and maintain accurate reports on customer interactions, sales activities, and service performance.nProvide regular updates and insights to management.nAct as an ambassador for fine wine and spirits, sharing your passion and expertise with customers.nEducate customers on the qualities, history, and enjoyment of fine wines and spirits.nMake recommendations based on customer preferences and objectives.nEnsure timely and service-driven communication with customers regarding orders, offers, and services.nProvide proactive updates on order status and delivery timelines.nAddress customer issues and concerns promptly and effectively.nFirst contact resolution: ensure customer issues are resolved on the first contact.nEscalate complex or unresolved issues to the appropriate departments while maintaining customer satisfaction.nWork closely and collaboratively with other departments, including sales, marketing, logistics, and customer service, to ensure seamless customer experiences.nParticipate in cross-functional meetings and initiatives as needed.nAssist in the planning, execution, and monitoring of marketing and sales campaigns.nProvide feedback and insights on campaign performance and customer response.

Knowledge, Skills + ExperiencenDemonstrable sales experience in performing to a standard of commercial excellence for an extended period.nTake ownership of personal development—planning to improve (taking part in key initiatives, projects, external courses, e.g. MW) and grow expertise and skillset.nA learning mindset, keen to develop ambitiously and prioritise.nProven track record of delivering commercial targets.nTenacious, enterprising commercial outlook.nHighly proficient in analysing and interpreting data, providing insights, experience, and advanced capability in reporting suites (Power BI) and data analysis (Excel).nFunctional experience working with CRM (Hubspot would be advantageous).nHighly capable communicator and collaborator with the ability to work cross-functionally at all levels.nStrong attention to detail and a methodical and logical problem solver.nAbility to thrive in a fact paced sales focused environment.nWSET Level 3 or above or currently studying towards this.nStrong knowledge of wine with a passion for the industry.nStrong relationship-building skills.