Client Experience Manager - San Francisco, United States - Tourneau|Bucherer

Tourneau|Bucherer

Verified Company

San Francisco, United States

1 week ago

Posted by:

Mark Lane

beBee recruiter

Description

JOB PROFILE

Job Title:
Client Experience Manager

Reports to:
Store Director

Division:
Retail

OVERVIEW
The Client Experience Manager is responsible for overseeing the client experience initiatives and execution at the location.

This person is an experiential leader whose primary focus, in partnership with management and the Client Advisor team, is to elevate the clients' in-store experience, ensuring the delivery of surprise and delight moments and striving for excellence with every interaction, resulting in the development of long-term relationships and meeting and exceeding of store sales and Key Performance Indicators (KPIs).

ESSENTIAL JOB RESPONSIBILITIES
Client Experience and Hospitality

Communicate and execute hospitality initiatives, leading by example to foster a warm, welcoming and engaging shopping experience.
Consistently deliver surprise and delight moments, tailored to the clients' journey to elevate the instore experience.
Drive sales through engagement of clients with storytelling of the brand history, sharing product knowledge, suggestive selling and consistent follow up and outreach,
Actively welcome clients, assess their needs and appropriately introduce to team members.
Ensure understanding of and adherence to the hospitality operating procedures and expectations.
Build a presence and strong network in the local market as a resource of readily available recommendations to include but not limited to, restaurants, entertainment venues, events, directions, etc.

Team Leadership

Engage regularly with the Client Advisor team to ensure all hospitality, clienteling and client experience touch points are being met on a consistent basis.
Partner with Client Advisors to review upcoming appointments to ensure a seamless and prepared visit is executed.
Motivate and support Client Advisors to consistently achieve sales objectives and other Key Performance Indicators, while ensuring operational integrity.
Clearly communicate on a daily basis sales objectives and how this relates to weekly and monthly targets.
Train Client Advisors on the art of luxury watch sales. This includes creating the relationship with the client, demonstrating excellent product knowledge to educate the client, helping select the appropriate product and closing the sale. This is accomplished through new hire training and ongoing coaching.
Coach, encourage and develop team members by providing qualitative, justintime feedback.
Partner with management to ensure touch bases with Client Advisors are occurring weekly to review active clienteling, outreach, follow up and utilization of all tools create an excellent experience and delivery of sales objectives.
Engage and support in the selling ceremony with Client Advisors as needed to enhance the experience and maximize the client relationship, specifically with VVIPs and high clientele.
Lead by example in driving sales, effectively building relationships, consistent follow up and identifying and engaging with top clientele, recognizing potential and creating an individualized journey leading to delivery of results.
Understand local competitors and equip Client Advisors with this knowledge.
As needed, step in to strategically follow up with clients and handle escalated issues with outstanding diplomatic skills.
Actively assess talent, providing feedback and recommendations to management.

Efficiently manage all store operations and personnel

Maintain clear communications with Regional Director, brand partners and corporate partners
Manage business reporting as needed as it relates to clienteling, hospitality and signingoff on Daily Business
Responsible for opening and closing of store in alignment with established Operations and Asset Protection protocol.
Monitor inventory received into or shipped from the store.
Closely monitor store security in alignment with Asset Protection and Operations protocol.
Execute corporate directives/special projects as required.

QUALIFICATIONS

57+ years' experience in luxury retail, hospitality or service industries
At least 12+ years of previous management experience
Prior watch and fine jewelry experience is helpful but not required.
Must be able to work a flexible schedule with nontraditional hours.
Proven track record of delivering sales objectives
Exemplary level of integrity and professionalism at all times.
Clientcentric with a passion for creating experiential moments and driving sales
Strong interpersonal skills and expert communicator
Ability to manage in a fastpaced, ever changing environment.
A Bachelor's degree or equivalent in business or related discipline is preferred.
Bilingual language proficiency is a plus to cater to our international customer base.

SALARY RANGE:
$80,000- $87,000 plus bonus incentive.
We are an Equal Opportunity Employer. All persons shall have the opportunity to be considered for employment without regard to their race