Omni Channel Client Advisor

At Piaget 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.

 

Omni Channel Client Advisor

Piaget | Rodeo Drive, Los Angeles, CA

 

 

PRIMARY DUTIES & KEY RESPONSIBILITIES

 

Primary Duties:

 

The mission of an Omni Channel Client Advisor is to deliver an exceptional experience for all clients. As an Omni Channel Client Advisor you will be focused on delivering a high-quality omnichannel service (boutique and eCommerce) that meets the needs and expectations of each of our clients across their different journeys, from pre-sales to after-sales.

 

 

Key Responsibility 1: Daily eCommerce and Boutique Sales and Operations

• Assist clients with excellent customer service skills, maintaining Piaget's highest standards
• Drive sales through professional and courteous client interactions.  Handle all inbound calls and greet all customers in a timely, professional, and engaging manner.
• Provide the Piaget spirit in written responses to customers’ inquiries via email, messages, chat, and social media
• Welcome clients into the boutique: define and recruit prospects
• Achieve sales targets and KPIs while proactively developing a Piaget client base
• Ensure the client’s experience remains consistent throughout the process of sales and after-sales. Translate service to sales where appropriate
• Follow and consistently implement all required procedures, standards and policies as outlined in the Retail Book, Sunrise Chapters, and CRC Knowledge Base
• Actively participate in boutique animations and events to entertain and recruit clients
• Foster client experience as it relates to competitive brand treatments and offerings
• Support the management in any back of house/administrative operations as requested.

 

Key Responsibility 2: Client Relationship & Development

• Resolve client challenges with the highest professionalism, promptly and successfully by investigating problems, developing solutions, and making appropriate recommendations to Piaget Management
• Demonstrate the refined luxury lifestyle of Piaget through customer service, attitude, personal grooming, dress code and behavior at all times
• Build lasting relationships with clients by delivering first-interaction resolution and taking ownership of every scenario
• Ensure daily client outreach and a confidence for providing outbound calls, emails and text messages to cultivate a strong client connection
• Partner with Manager(s) with CRM campaigns, gifting strategies, client treatment
• Partnering with Manager(s) to strategize a daily/weekly/monthly follow up game plan
• Consistently and accurately capture client data for relationship building, client knowledge rate, effectively utilizing the tools that are available
• Display strong selling and negotiating skills; overcome objections and ask probing questions to close sales and gain an understanding of client needs and motivations

 

Key Responsibility 3: Piaget Identity and Expertise

• Maintain a high knowledge of all products of Piaget as well as competition
• Develop a detailed knowledge of Piaget’s history, creations, and best practices
• Apply Piaget specific training in all aspects of sales and client services
• Actively take part in training provided by Piaget, self-learning, RNA performance, and compliance modules
• Understand and comply with all security and operational policies and procedures for the Group, Piaget, CRC and Boutique
• Proactively gather feedback and provide innovative insight to Piaget management based off case-by-case scenarios

 

Key Responsibility 4: Effective Communication

• Must have a strong level of communication across multiple channels and with local and global partners
• Ability to gather feedback and provide innovative insight to management based off case by case scenarios
• Be proactive in building strong synergies and collaboration with the Boutique network as well as HQ Piaget Partners to offer seamless experience to our clients 
• Provide and be open to constructive input for further development of yourself, your team and our department
• Share ideas and recommendations to management in development of individual business.

 

Key Responsibility 5: Stock Control and Visual Merchandising

• Control in