E-Boutique Client Advisor

Responsibilities

• Sales & Commercial Mindset
  • Consistently achieve or exceed the monthly sales target as defined by Management
  • Maintain order book and sales pipeline; provide updates to clients on order status, lead times, and product updates, partnering with Manager and local Maison departments as needed
  • Know IWC’s history, products, and partnerships to provide an exceptional sales experience
  • Develop extensive knowledge of industry news and competitive brands
• Clienteling
  • Cultivate new and nurture existing client relationships through organic and strategic clienteling campaigns
  • Partner with local management and corporate team on CRM initiatives including follow-up, product launches, events, and seasonal outreaches
  • Accurately capture client data for all prospects and current clients using CRM tools to build client knowledge
  • Partner with Manager to strategize a daily/weekly/monthly client outreach plan
  • Reach KPI goals for CRM including robust data capture, targeted outreach, campaign completion, and retention
• Omni-Channel Customer Experience
  • Resolve client challenges with professionalism by investigating problems, developing solutions, and making recommendations to Maison partners in a timely manner
  • Communicate effectively across multiple channels with both local and global partners
  • Embrace digital tools that enhance the luxury selling experience (e.g., virtual selling and chat)
  • Gather feedback and provide innovative insight to management as needed
• Customer Service
  • Ensure each client receives an exceptional level of customer service
  • Support after-sale clients with helpful solutions in accordance with Maison values
  • Partner with the CS team/specialist to promptly resolve complicated or escalated after-sales cases
• Team Culture and Mindset
  • Embody the ICARE IWC Corporate Values:
    • Imaginative: Maintain a visionary mindset, providing innovative solutions and inspiring growth
    • Confident: Be self-assured in IWC knowledge, heritage, processes, and products to make informed decisions
    • Active: Show initiative and agility by recognizing opportunities in a fast-moving landscape
    • Responsible: Be accountable for actions, treating colleagues and clients with respect and fostering an inclusive environment
    • Engineered: Strive to improve performance by learning new skills and embracing challenges

Qualifications

• Education: College degree preferred
• Experience:
  • 2 to 5 years of previous experience in luxury retail, service, or hospitality environment
  • General knowledge of the timepiece industry is required
• Personal and Technical Skills:
  • Excellent analytical, organizational, and interpersonal communication skills
  • Ability to project an approachable and professional image in appearance, manner, and demeanor
  • Skilled in resolving disputes or managing disagreements
  • Strong attention to detail with the ability to handle multiple tasks simultaneously and with precision
  • Excellent computer skills and proficiency with technology
  • SAP knowledge preferred
  • Additional language skills are a plus

Benefits

• Comprehensive medical, dental, and vision programs
• Health savings and flexible spending accounts
• Income protection solutions including life insurance and disability benefits
• 401(k) with employer match
• Paid time off
• Wellness reimbursement benefit
• Employee assistance program
• Volunteer days off to support local community initiatives