GUCCI Client Advisor - Dover Street Market New York

Job description

Summary
Influential, innovative and progressive, Gucci is reinventing a wholly modern approach to fashion. Under the new vision of creative director Alessandro Michele, the House has redefined luxury for the 21st century, further reinforcing its position as one of the world’s most desirable fashion houses. Eclectic, contemporary, romantic—Gucci products represent the pinnacle of Italian craftsmanship and are unsurpassed for their quality and attention to detail.

Gucci is part of the Kering Group, a world leader in apparel and accessories that owns a portfolio of powerful luxury and sport and lifestyle brands.

Job Description

Role Mission

The Client Advisor represents the Company towards the customers while acting as point of reference for the Brand within Dover Street Market NY. He/she is a sales professional in the luxury goods sector and puts his/her professionalism at the service of the customer’s satisfaction and loyalty, representing Gucci with internal Dover Street Market colleagues and important stakeholder too. He/she collaborates in achieving the quantitative and qualitative objectives for both the department and the store.

Key Accountabilities

·  Manages sales and optimizes each step of the sales process:
·  Welcomes customers and recognizes regular ones.
·  Understands the customer’s needs, both expressed and hidden.
·  Presents and values the product range.
·  Describes, recommends and highlights the benefits of the products proposition, according to the customer needs.
·  Checks customer requests while the product is tried on and responds to any further requests.
·  Boost cross-selling and additional sales giving an exceptional customer service
·  Is aligned to the style and qualitative standards of the Brand throughout the sales and after-sales process.
·  Accompanies the customer to the cash counter, prepares the packaging and, if necessary, manages the payment.
·  Thanks the customer, goes along the customer to the exit, says goodbye and replaces the item sold (if on the display).
·  Communicates company set KPI’s and identifies strategies to ensure performance standards are met.
·  Collaborates with other colleagues, contributing to create a good atmosphere within the store and is focused on achieving the customer satisfaction.
·  Is constantly up-to-date regarding fashion trends, knows and monitors competitors.
·  Attends department and Store staff meetings.

Customer Management and CRM

·  Knows how to create and consult the customer’s profile.
·  Ensures the after-sale service is carried out with the same spirit as the sale, following company standards in maintaining customer satisfaction and loyalty in order to promote the brand image.
·  Deals with complaints, eventually with the manager’ support.
·  Takes full advantage of all contacts with customers in the store to promote both the brand and the product.
·  Conveys all information collected about customers to the management.
·  Follow-up customer requests.
·  Manages his/her customers’ portfolio through the client book and the follow-up actions (e.g.: recalling, emailing, etc.) building and maintaining VIG’s for future business opportunities.

Product

·  Hosts all in-store product presentations (of all product categories) for Dover Street Market associates in collaboration with the regional merchandising team.
·  Has an in-depth knowledge of all the products in the assigned product category and is always up-to-date on the whole product range in the store.
·  Forwards to line manager and merchandising team requests and feedbacks received from customers on the products.
·  Ensures the correct management (cleaning, care, replacement, etc.) of the products in the section he/she is responsible for.

Visual

·  Takes care of product display in his/her department and points out any necessary correction to increase sales.

Stockroom

·  Knows available products in stock in order to maximize sales.
·  Participates proactively in the year-end, sector and rotational stock take process by product category.
·  Registers all Gucci sales daily in proprietary POS system

Key Requirements

·  Past experience in service industry
·  Deep knowledge and understanding of luxury business, customers, competitors and products
·  Positive attitude in line with Gucci culture
·  Strong customer centric approach
·  Collaboration & team work
·  Problem solving, proactivity and empathy
·  Passion for the brand, history and creative culture
·  Strong result oriented approach

EOE M/D/F/V

Job Type
Regular

Start Date
2019-09-26

Schedule
Full time

Organization
Gucci America Inc