Client/Customer Support Rep

Job purpose:

As a Client Advisor, you are passionate about the world of beauty and cosmetics and ready to become the custodian of the brand's valuable heritage and legacy, sharing the vision, values, and mission guiding the Client into the world of the Brand. You take responsibility for meeting your personal sales goals and you are driven to contribute to the success of the Store. You ensure an exceptional Client experience, placing the Client first and fostering valuable relationships. You foster brand loyalty and turn each Client's visit into an unforgettable luxury shopping experience. You are a reliable team player, providing continuous support to both your colleagues and management, while performing all tasks and responsibilities tied to your department.

Responsibilities:

Consistently reach and exceed personal and store sales target, both on a monthly and annual basis, while elevating and assisting in business growth

Implement business strategies following the guidance of the Store Manager, while staying informed about the performance of the Store

Achieve and exceed personal KPI objectives by providing outstanding customer service and ensuring the highest standards of sales quality

Deliver a superior customer service experience by surpassing their expectations, displaying in-depth knowledge of the products and Santa Maria Novella heritage and history, in accordance with the sales standards

Take initiative to maximize all cross‑selling opportunities by using every product range available in the store

Place the Client first by fostering a welcoming atmosphere, offering friendly and professional assistance, and addressing all their needs and requests

Collect valuable Client information using the Company's tools (CRM) to engage with them, establish relationships, and tailor future Client development opportunities

Ensure outstanding Client satisfaction and outstanding Client service by implementing the "Brand Selling Ceremony"

Adopt and encourage the Omni Channel approach

Develop and sustain extensive knowledge of the luxury beauty and cosmetic industry by staying updated on beauty trends and monitoring industry competitors

Consistently work to stay current with information on product details, sales methods, Client Services, and Company guidelines and protocols

Handle Client inquiries, issues, and returns with professionalism and effectiveness liaising with the store manager when necessary

Collaborate and engage effectively with colleagues, promote open and constructive dialogue, to ensure a consistently outstanding experience and contribute to a positive work atmosphere

Follow security procedures in the store to ensure safety of Client, staff and merchandise

Assist in maintaining the presentation of all products in line with Santa Maria Novella's visual guidelines

Assist in the daily management of the store by keeping the understock and stock room tidy and orderly

Adhere to Company protocols for operational guidelines and stock management, including cash handling, inventory, logistics, and all primary reporting activities required by the head office, ensuring that Company policies and procedures are effectively implemented

Qualifications:

Excellent written and verbal communication skills

Ability to work in a fast‑paced and dynamic environment

Demonstrated skill in establishing enduring relationships with both Client and colleagues

High level of flexibility and ability to problem solve

Demonstrated capability to achieve and exceed both individual and store performance targets

Team player with interested in actively collaborating with colleagues

Familiarity with selling ceremony and Client journey/discovery process could be a plus

Capability to work a flexible schedule according to business requirements, including evenings, weekends, and holidays

Proficiency in English is required and other foreign language skills are a plus

At least 3 years of experience in sales field; luxury retail and/or beauty preferred

Equal Opportunity Statement:

The announcement is applied to both sexes, according to laws 903/77 and 125/91, and to people of all ages and all nationalities, according to legislative decrees 215/03 and 216/03. All data will be processed in compliance with Legislative Decree 196/2003 and GDPR EU 679/2016.

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