Bespoke Luxury Goods Consultant

Job location
London
Job type
Permanent - Full-Time
Salary
up to £24k
Reference
9378
Job description

Bespoke Luxury Goods Consultant & Sales Associate Job Description

JOB PURPOSE

  • reach and, where possible, exceed sales targets set
  • have and maintain excellent, up to date product knowledge
  • observe all Company, store and/or host store procedures, as required by the management team
  • To place, monitor and manage bespoke orders
  • To provide excellent customer service in line with the company standards

KEY ACCOUNTABILITIES

Bespoke Consultant

  • Analyse and act upon customer needs effectively and efficiently, in person, by telephone and/or in writing
  • Use product and process knowledge effectively to secure sales
  • Achieve or exceed sales targets on a consistent basis
  • Discretely maximise sales opportunities with add on products and services
  • Understand and maximise the company's leading position in the marketplace
  • Show integrity and not compromise the luxury brand or product
  • Price orders and quotes accurately, efficiently and confidently
  • Manage the whole sale process through from inception to completion

Sales Associate

  • Achieve or exceed sales targets on a consistent basis
  • Achieve or exceed conversion targets on a consistent basis
  • Discretely maximise sales opportunities with add on products and services

Customer Service

  • Understand and uphold the customer service culture of this luxury brand
  • Provide discrete and considered service to every customer, every time
  • Strive to exceed customer expectations, behaving courteously and attentively at all times
  • Understand and anticipate each customer's needs and delight them with the service provided
  • Offer tactful advice on etiquette and correct form when appropriate
  • Think clearly under pressure and act effectively
  • Show initiative and urgency in resolving problems and complaints
  • Refer complaints promptly to a manager or assistant manager when necessary
  • Ensure product knowledge is up to date, thorough and communicated effectively to customers
  • Consider colleagues as customers and afford them the same standards of service at all times

Operations

  • Ensure all department, store systems and operational procedures are followed accurately and as instructed by a member of the management team or their designate
  • Carry out duties in connection with store opening and store closing
  • Ensure the store and stock are impeccably presented at all times
  • Ensure merchandising is in line with VM standards and the commercial objectives of the store/concession
  • Participate in audits, counts, deliveries and stock control procedures as required
  • Observe till procedures and minimise stock/trading losses
  • Ensure personal work spaces are impeccably presented at all times
  • Attend and participate in team and/or one to one meetings as required
  • Undertake product, customer service and any other training programs as necessary

Communication

  • Communicate effectively with all customers and staff
  • Confidence and self assurance to deal with a wide range of high profile customers, celebrities and/or their representatives
  • Give clear written instructions using suitable medium
  • Apply basic knowledge of other languages where appropriate
  • Ask for assistance when required

KEY SKILLS AND EXPERIENCE REQUIRED

Job holders will be successful and commercial individuals with a well rounded background in luxury goods retail, hospitality or other service industries. They will be able to demonstrate;

  • Appreciation of bespoke sales and high-priced sales transactions
  • A minimum of 12 months' retail or customer service experience
  • Experience of one-on-one customer service and/or sales environments
  • A consultative approach to selling/customer service
  • Knowledge of bespoke ordering processes and SAP systems an advantage
  • Excellent communication skills to include first class written and spoken English
  • Mathematical aptitude
  • Knowledge of Microsoft Word and Excel programs
  • Excellent administration and organisational skills
  • Confident and self assured demeanour
  • Willing and proactive, with a 'can-do' approach
  • Impeccable personal presentation, manners and diplomacy, even when under stress
  • Second languages an advantage, especially Japanese, Chinese, Russian, Arabic and/or any European language

Key Performance Indicators

  • Produces error-free work at or above average work pace
  • Produces results working without additional supervision
  • Able to prioritise work
  • Attentive to procedure and details
  • Addresses team objectives as well as personal objectives

Date Posted: 13/01/2020