Montblanc-Brand Ambassador

 

 

At Richemont Americas, We are proud to employ talent from many different backgrounds, experiences, and identities. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence. We continue to work towards creating a workforce that represents the diversity of our clients and our communities.

 

Montblanc Brand Ambassador, Dallas/Miami

 

Primary Duties: The Montblanc Brand Ambassador will be focused on delivering a high-quality omnichannel service (primary focus is e-boutique) that meets the needs and expectations of each of our clients (spanning across client satisfaction, sales and after sales/product care inquiries). This role will also serve as a representative of the Maison by promoting the values of Montblanc, while also becoming knowledgeable of the Maison’s history, business, products, and marketing activations.

 

This candidate will also be responsible for driving sales growth through corporate gifting initiatives, client outreach and fostering on-going client relationships. The ability to collaborate and identify new initiatives and solutions will be key to the success of this candidate.

 

Key Responsibility 1: Sales and Client Satisfaction Excellence

Achieving the highest possible level of client satisfaction by delivering exceptional sales and service. Leading sales driven ambassador team focused on the full client journey, from engagement to converting (closing techniques to be used in all channels). Most importantly the ambassador will be responsible for achieving or exceeding monthly revenue targets by capturing all sales leads and increasing conversion.

 

• Individual revenue/target achievement.
• Exemplifying sales and sales culture.
• Achieve individual sales goals and targets by identifying opportunities to build revenue and increase average invoice.
• Overall achievement of Conversion Rate and NPS Goals
• Process merchandise orders initiated by phone and/or website; this will involve a great deal of data entry
• Become a brand expert by seeking new brand and product knowledge
• Answer a wide variety of customer inquiries, including product information, stock availability, product care, etc.
• Achieve operational excellence by handling all inbound calls, emails and chat in a timely manner
• Ensuring coverage in key avenues (Phone, Email and Live Chat) and any new emerging channels (i.e. SMS/text messaging, Video Chat)

 

 

Key Responsibility 2: Client Relationship Development

Work with the Client Relations management team to become an expert in the internal client outreach tools to properly track client inquiries and capture customer data (CRM) with the objective of building an up-to-date client contact database. This candidate should also create opportunities for follow-up, on-going outreach and fostering relationships.

• Increasing client retention, loyalty and repurchase rate
• Elevate client data capture, Identify on-going opportunities to enhance and optimize the various contact channels.

 

Key Responsibility 3: After Sales Proficiency and Operational Targets

Partner with After Sales dedicated team to ensure the deliver on product and repair service needs.  This candidate will also serve as a point of contact for situations of escalations.

• Achieving all After Sales, KPI and NPS target
• Monitoring of all daily tracking tools
• Contact point and partner for contact of Medallia Surveys. Including client outreach for low NPS scores

 

Education: College or Technical Degree Preferred but not required.

 

3+ Years in contact center/customer service environment/retail, or equivalent combination of education and experience from which comparable knowledge and abilities can be acquired

 

 

Required Experience:

• Experience in eCommerce, especially in the luxury retail sector preferred
• Proficiency with Microsoft Office Product Suite (Word, Excel, PowerPoint, Outlook)

• Proficiency related to a call center environment with understanding of SAP, Salesforce and other similar client services and CRM tools

 

Personal Skills:

• Knowledge and enthusiasm for luxury brand market segment (fashion, jewelry, etc.)
• Must display a high level of maturity, poise, sound business judgement, and change management to work with luxury and exceptionally demanding clients.
• Quick learning who can absorb extensive information on our brands’ history, product offerings and communications/advertising program
• Confidence and technic