Client Advisor / Key Holder

About the role

The Client Advisor / Key Holder at ETRO is responsible for daily floor supervision of the sales team ensuring great client experiences and driving sales goals attainment. He/she is a sales professional in the luxury goods sector and applies this professionalism in promoting the corporate image, being an authority on the ETRO product, and in customer satisfaction and loyalty.

Responsibilities

• Supervise, assist and motivate sales associates to consistently deliver high-value experiences on the selling floor to every client, ensuring that every interaction with a client is memorable
• Partner with associates to improve overall selling skills and close sales in order to achieve sales goals and KPIs
• Lead a high performing customer facing and service orientated team
• Coach and provide feedback to the team as necessary to ensure all customers serviced in the store are given the full Etro experience in line with brand strategies
• Manage the customer flow to ensure the best possible service and that no client is left unattended
• Set the pace and standard to deliver excellent service to clients
• Coach “in the moment” and after every transaction and client interaction, reach out to associates to talk through the successes and opportunities and ensure proper follow-through on follow up actions
• Partner with SM to take ownership of Etro's training within the store. Use morning huddles and weekly meetings to constantly reinforce key elements of the Etro Experience through role-play, providing tips and talking through difficulties of individual associates
• Partner with store management to drive goal expectations throughout store
• Resolve difficult customer issues and escalate to management when necessary
• In absence of store management, responsible for processing post-void transactions, authorizing promotional discounts and employee sales
• Hold a good understanding of the business and effectively communicate needs and ideas to bring the business to the next level
• Possess a thorough understanding of company policies and procedures and consistently follow and enforce company guidelines on operations
• Aid with the opening and closing of store which includes securing doors, windows and merchandise, successful alarming of store and POS procedures

Education and experience

• Undergraduate Degree or equivalent experience
• 3+ years’ experience in the luxury sector and knowledge of industry-specific dynamics

Specific skills

• Proficient in Microsoft Office Suite, with strong Excel and Outlook skills
• Ability to react quickly within a fast-paced environment
• Strong communicator with proven ability to interact on a professional level with internal and external individuals
• Ability to build positive, inclusive, and respectful relationships
• Self-motivated, proactive thinker who takes ownership & accountability for actions and outcomes
• Proven ability to drive results
• Excellent organization skills
• Understanding of sales analytics and key performance indicators
• Wide client network and proven sales record