Job Purpose: Drive boutique sales and client development activities, with an emphasis on High-End business categories (High Jewelry, High-end Watches, and High-end Bespoke Services) and to ensure boutique operational efficiency.
Sales Support + Clienteling 50% / Capability Development 30%/ Event Support 20%
Key Responsibilities:
High-end business focus
- Monitor and contribute to the boutique’s High-end target achievement and suggest follow-up action plans.
- Work with the High-End Manager & HOB on HEB clientele to suggest tailor-made client approaches before, during, and after a sale for the boutique’s high-end business performance.
- Before sales: Prepare client profiling and product matching with staff members.
- During sales: Support staff members or lead in the PV depending on the boutique’s request.
- After-sales: Structure installment plans with boutique staff to complete the sale.
Expertise and Business Acumen
- Participate in collecting and sharing competitor insights and market intelligence.
- Assist in the development of knowledge in gemology and savoir-faire within their boutique.
- Demonstrate the ability to transmit and communicate the “Chanel Difference” with external and internal clients.
- Ignite clients’ desire to purchase through styling expertise: mixing and matching jewelry pieces across different Chanel collections as well as the clients’ own jewelry.
Be Client-centric.
- Identify opportunities and assist in the execution of new UHNW client acquisitions.
- Assist FAs / JAs on High-End CEM management.
- Monitor and enforce client engagement and relationship-building behavior for high-end clients.
- Work closely with the Fashion team to identify and grow the VIP client’s database.
- Work with individual boutique team members to gain a thorough and personalized understanding of high-end clients to provide personalized experiences and services.
- Closely monitor client engagement results and partner with the boutique management team to optimize results.
- Capture and keep up to date CEM data of each high-end client.
Monitor Proper Handling of Merchandise
- Support HOB in proposing the right HEB category mix for the boutique based on each boutique’s HEB needs.
- Provide regular feedback from clients on HEB categories to retail and merchandising management teams.
- Provide recommendations on repair and quality check of HEB categories.
Provide and Supervise the Delivery of Ultimate Luxury Client Experience
- Provide background information on Chanel’s HJ and HH history and answer questions and objections regarding High Jewelry.
- Conduct coaching with FA/JAs on presentation and quality control of HEB category merchandise on a regular basis.
- Supervise and observe the performances of FA/JAs and assist in customer enquiries and complaints.
- Elevate and strengthen the relationship with Chanel.
- Support HJ events as a presenter depending on the request of boutiques and relevant departments.
- Support HJ routings as an HJ expert in the PV depending on the request of boutiques.
- Support PSR events as a Chanel ambassador to express the superiority of Chanel’s collection depending on
- The request of the relevant department.
Foster close partnerships
- Establish a good working relationship with other boutiques.
- Build a relationship with the Fashion team to facilitate potential high-end referrals.
- Work with the Fashion Division, and the relevant divisions (IT, Finance, ODHR, Logistics, Communications) as well as within the WFJ division (VM, Marketing, Product, PR, Training) in daily operations.
Key requirements:
Academic / Professional Qualifications
- Secondary School Graduate. University graduate a plus.
Work Experience:
- Solid experience in the retail industry, experience in WFJ / luxury background is definitely an advantage.
- 8 years (minimum) of sales experience including a jewelry background (6 years minimum), with experience selling high-end jewelry from $300k and up.
- Field coaching experience and experience conducting morning briefings.
Required Competencies
- Good command of Korean. (English proficiency preferred)
- Good presentation with excellent interpersonal, teamwork & communication skills.
- Open to feedback and able to deliver messages in a positive manner.
- Excellent customer service skills.
- Computer literacy.
Competencies
- Problem-solving skills.
- Leadership skills include deep listening, open-mindedness, empathy, caring, being a role model, coaching, and motivating.
- Planning and organizing skills.
- Strong teamwork.
- Presentable appearance.
- Strong customer service mindset.
- Excellent communication skills.
- Strong interpersonal skills.
- Proactive and passionate.
- Strive for excellence / continuous improvement.
- Fluent in written/spoken Korean, English is a plus.
- Knowledge of PJ and HJ and understanding of high-end business.
- Available to analyze boutique data. (Excel, PPT)
Key Interactions:
- Internal: Within WFJ and Fashion, HR, IT, CS, Finance, DC, and other related parties.
- External: Customers and Vendors.