Client Consultant

Scope of Work

To take part in the success of the boutique and to be accountable for providing the best customer experience, for pre and post selling of Audemars Piguet’s products, for promoting our brand and products and for making a productive contribution by executing assigned work within given time frames and in ways that meet objectives.

Customer Experience and Service – Business Development

• Ensure the best customer experience in the boutique for new sales, Customer service (repairs), and all visitors through efficient customer service assistance.
• Provide reliable, accurate, and first class customer service during pre and post sales, pre a, during and post repair.
• Welcome and successfully build the appropriate rapport with prospects and clients in contact with the boutique. Develop and maintain customer acumen (lifestyle, situation, culture etc.). Be able to recognize a client. Install a seamless communication with customers and maintain it through regular correspondence.
• Participate actively in Customer Relationship Management data collection.
• Have friendly and generous interaction with customers to understand their needs and make them feel wanted and appreciated.
• Be an AP Ambassador professionally welcoming customers.
• Demonstrate personal involvement in recruiting new clients and identifying prospects.
• Provide information to customers by phone or electronic mails in agreement with the Boutique Manager’s /Supervisor’s guidance and follow public relations policy recommended by Marketing and CRM team.
• Understand, know and be able to explain the product and prices.
• Provide customer service to all clientele in the absence of the after sales associate or as needed.
• Be the voice of the customer and share information with boutique management and company personnel.

Self-Leadership

• Be positive and display a dynamic attitude while in the boutique. A team player, maintain positive relationships with peers, boutique management, and other levels at AP.
• Achieve results through accountability and professional proficiency.
• Exhibit uncompromising integrity and commitment to AP’s values and behaviours.
• Be professional at all times by displaying and projecting the best image of courtesy, respectability and professionalism according to Company’s regulations.
• Ensure continuous self-development to possess complete knowledge of the customers, watchmaking history and events, company products, company policies and procedures (security and safety) and market awareness.
• Understand the Fashion and Luxury markets including competition.
• Demonstrate superior interpersonal skills and effective communication.
• Make good use of company tools, processes and procedures.

Sales and Boutique Operations

• Perform sales activities to walk-in and phone/email clientele to meet Company’s and own objectives.
• Transform a client contact into a sale
• Ensure sale of exceptional time pieces and generate additional sales with accessories
• Limit discount as per management guidelines
• Apply the guidelines to ensure a consistent global and unified concept in the boutique
• Participate in creating and sustaining the environment which provides superior and best value to the customer. Be responsible for a perfect up keeping of the boutique at all times:
  • Clean boutique in every corner is a must
  • Know visual display and merchandising guidelines
  • Current digital material and music to be displayed during opening hours on supporting hardware
  • Decoration must be at its best and follow AP guidelines
  • Use and stock properly all current marketing materials (catalogues, books, leaflets)
  • Attire must be impeccable at all times
  • Showcases and serving trays must be in mint condition at all times
  • Stock must be impeccable at all times (no fingerprints)
• Be accountable for inventory pertaining to replenishment, display and storage of goods inside the vault (aesthetics, protection of the goods, and cleanliness)
• Successfully handle requests from clientele pertaining to pricing, availability, and general product information.
• Be responsible for the opening and/or closing of the boutique including the ability to work public holidays and week-ends.
• Assist supervisor on the daily check of the stock. Receive stock, check and unpack goods.
• Work in conjunction with management to maintain accurate and timely inventory update requests and inquiries as indicated.
• Use M3 for performing invoicing, report extraction, and location transfers.
• Use CRM tool to collect customer data
• Follow policies at all times such as security (only 3 watches out to be showed to clients at 1 time)
• Provide operational support for marketing events taking place in the boutique (products presentation & launches, customer care) under Marketing department’s supervision.
• Perform other tasks and projects, as assigned.
• Maintain optimal communication with the Service Centre.

Key Performance Indicators

• Qualitative indicators 
  • Overall presentation of the boutique (as compared against Group guidelines)
  • Quality of service from the whole team (as documented in clients notes, blogs, Mystery Shopping results). For all types of clients (sales, repairs or only visitors)
  • Self-attire (following Group guidelines)
• Quantitative indicators
  • Sales growth (regular products / complications versus limited editions)
  • Stock management
  • Sales of ageing stock
  • Acquisition of potential client data
  • Quarterly product and service knowledge assessment