Client Advisor

3 weeks ago

London, United Kingdom Fendi Full time

Company: Fendi
- Country / Region : United Kingdom
- City : London
- Business group: Fashion & Leather Goods
- Contract type: Permanent Job
- Function: Retail
- Experience required: Minimum 5 years
- Reference No.: FEND02360
- Date of publication: 2023.01.09

POSITION

**MAIN MISSION**

As a FENDI Ambassador you are expected to provide an extraordinary and luxurious experience to the clients. The Client Advisor & Marketing Ambassador also leads the promotion of a Clienteling culture and omnichannel mindset within the store. Support Store Manager with the achievement of the Clienteling & CRM target and KPIs across all categories.

**MAIN RESPONSIBILITIES**

**Sales Performance**
- Engage in upselling, cross selling and multiple selling for all product categories
Monitor individual sales and achieve performance target and KPI by Department Manager / Store Manager;
- Provide customer feedback on products, especially newly launched products
- Strengthen customer relations, and nurture loyal FENDI customer base also implementing appropriate CRM tools and master the usage of the Company CRM tools provided.
- Implement CRM Campaigns and set-up One On One appointments in line with target and guidelines set.
- Manage customer service quality, to meet customer expectations by offering professional and individual human touch with the customer.

**Clienteling**
- Support with implementation and coordination of elevated clienteling activities at store level;
- Support the Client Advisors to plan and execute their clienteling activities;
- Monitor and assess the results of the Clienteling activities;
- Promote clienteling and omnichannel mindset though best practices in store
- Intensity in Clients outreach (including MY ACTIVITY)
- Support the stores in developing in and out of boutique clienteling animations and events during the year in line with company guidelines, predefined targets of clients and business goals.
- Contribute to a "top level" customer service, in all aspects, in order to meet effectively and in a timely manner any clientele requests

**CRM**
- Propose initiatives which enhance existing relations with store partners and prestigious clients, promote clients loyalty and new clients recruitment;
- Support in the organisation of events (eg. Pop-up etc.)
- Ensure Customer data are collected and usable and master CIC cards procedures (including storage and digital archiving)

**Business performance and Retail execution**
- Monitor the performance of the CRM and omnichannel KPIs, completion rate, data collection accuracy, produce in depth analysis;
- Train and assist store team in understanding how to use CRM and Clienteling tools efficiently (including Heaven),
- Guarantee CRM tools stock in store (i.e. CIC cards, CRM cards, catalogue..)
- Collect best practices, ideas and issues and share them with Store Manager and local marketing team

**Store Operations**
- Perform store duties as assigned by team leaders and management
- Be able to correctly operate the Company Sales Management system, in all areas relating to stock transfer, payment, stock inquiry and customer database input
Maintain inventory accuracy by properly receive, display and store merchandise according to company guidelines (if shop without a backroom stock assistance)
- Support during Store stock take and cycle-counts
- Maintain proper visual merchandising according to company guidelines
- Maintain a safe and clean store environment and implement daily housekeeping duties.

You may also be required to carry out any other duties within your capacity, which the Company may reasonably require

PROFILE
- 7 + years’ experience in Fashion/Luxury Sales with a significant experience in CRM & Clienteling
- Bachelor’s or Master’s Degree or equivalent
- Excellent knowledge of Microsoft pack office
- Fluent in English, another language would be a plus
- Manages his/ her image standards at a high level
- Excellent communication skills
- Customer orientated mindset
- Entrepreneurial mind-set, self-starter and able to deal with ambiguity
- Excellent interpersonal and ability to develop strong relationships with people
- Able to demonstrate confidence, resilience and professionalism
- Strong organisation skills and ability to multitask in a fast pace environment
- Goal oriented approach and driven for results
- Analytical mindset
- Strong knowledge and/or interest for fashion/luxury industry

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