Client Advisor

Client Advisor

The Client Advisor is responsible for providing outstanding client experience, and meeting or exceeding sales objectives, with a specialized ambassador focus on the Rolex brand. This advisor will be an expert on the heritage and history as well as all the product lines of the brand.

The Client Advisor is a skilled experiential expert who partners with the store team to focus on elevating the clients in-store experience, ensuring outstanding delivery of surprise and delight moments and demonstrating an eagerness to strive for excellence, resulting in the development of long-term relationships and meeting /exceeding store sales and Key Performance Indicators (KPIs) including Mystery Shop Evaluations. 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.
• Manage and prepare clients appointments for the day and ensure a well-organized day's flow to completion
• Create relationships with clients, demonstrating excellent product knowledge to educate the client, delivering the Rolex Way and following the Mystery Shopping framework
• Be enthusiastic and demonstrate a passion for the brand, advise and guide through engagement of clients with storytelling of the brand history and sharing of product knowledge
• Demonstrate deep knowledge and understanding of the brands unique heritage and history, the range of products, and specific product attributes and availability.
• Effectively build relationships, identifying / engaging with top clientele and creating an individualized journey leading to the delivery of results
• Full utilization of the CRM system. Obtain client contact information utilizing the CRM system to build an on-going relationship and elevate the Rolex discovery journey
• Make certain the visual presentation of the watches is consistent with the luxury image of the brand.
• Act as a mentor to other Client Advisors
• Attend training sessions to increase product knowledge
• 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
• Ensure full coverage on the floor and build a strong presence on the floor
• 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 and consistently follow up with the clients as per guidelines. This may include but is not limited to birthday cards, holiday cards, informing clients of new merchandise and inviting customers to special events/ campaigns.
• Consistently deliver surprise and delight moments, tailored to the clients journey to elevate the in-store experience
• Readily accept and incorporate constructive advice given by managers on how to improve client experience and sales performance.
• Other
• Strictly adhere to all store security procedures.
• Help set up or close store depending upon shift, to include setting up cases and windows.
• Serve as the designated floor runner as needed, responsible for preparing and retrieving watches upon team request throughout the day to support efficient client service.
• Respect other Client Advisors fostering an environment of support and collaboration.
• Adhere to the company dress code guidelines.
• Work with team members to ensure the Rolex area is at all times clean and attractive.
• Attendance is a crucial part of performance. Be on time.
• Brand Management
• Ensure appropriate visual merchandising of all Rolex products in the store.
• Check stock on a daily basis and make certain Rolex watches are handled properly (Quality of the stock).
• Execute all expectations of The Rolex Way in every client presentation.

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 goals, metrics and objectives

Qualifications

• 3-5+ years experience in hospitality or luxury retail, preferably in watches or jewelry
• Bachelors degree in business, management or other related fields, preferred
• Understanding of market trends in the luxury space
• Excellent verbal and written communication
• Team player, willing to take on additional projects as needed
• Demonstrates strong interpersonal skills in order to develop rapport and strong partnerships across all authorized Rolex retail doors
• Organized and detail oriented
• Well versed in Microsoft Excel, PowerPoint, and Office
• Flexible in availability for work schedule; must be available to potentially work evenings or weekends for events or visits as needed

Compensation Expectation: $80,000 - $100,000 plus eligibility for bonus.

We are an Equal Opportunity Employer. All persons shall have the opportunity to be considered for employment without regard to their race, color, creed, religion, national origin, ancestry, citizenship status, age, disability, sex, gender, veteran status, genetic information or any other characteristic protected by applicable federal, state or local laws.