Client Advisor - Key Holder

SCOPE

The Client Advisor-Key Holder at ETRO is responsible for daily floor supervision of the sales team ensuring great client experiences and thereby driving sales goals attainment and providing real-time performance coaching to drive the overall Etro Experience. He/she is a sales professional in the luxury goods sector and applies this professionalism in promoting the corporate image, in being an authority on the ETRO product as well as in customer satisfaction and loyalty. Moreover, he/she collaborates in achieving the quantitative and qualitative objectives for the Store.

RESPONSIBILITIES

Supervise, assist and motivate sales associates to consistently deliver high-value experiences on the selling floor to every client ensuring that every interaction with a client is memorable
Partner with associates to improve overall selling skills and close sales in order to achieve sales goals and KPIs
Lead a high performing customer facing and service orientated team. Coach and provide feedback to the team as necessary to ensure all customers serviced in the store are given the full Etro experience in line with brand strategies
Manage the customer flow to ensure the best possible service and that no client is left unattended. Set the pace and standard to deliver excellent service to clients
Drive partnership on the selling floor between sales associates, stock associates and operations team
Coach “in the moment” and after every transaction and client interaction, reach out to associates to talk through the successes and opportunities and ensure proper follow-through on follow up actions
Partner with SM to take ownership of Etro's training within the store. Use morning huddles and weekly meetings to constantly reinforce key elements of the Etro Experience through role-play, providing tips and talking through difficulties of individual associates
Partner with store management to drive goal expectations throughout store
Resolve difficult customer issues and escalate to management when necessary
In absence of store management, responsible for processing post-void transactions, authorizing promotional discounts and employee sales
Hold a good understanding of the business and effectively communicate needs and ideas to bring the business to next level
Possess a thorough understanding of company policies and procedures and consistently follow and enforce company guidelines on operations
Assist with the opening and closing of store which includes securing doors, windows and merchandise, successful alarming of store and POS procedures
Additional duties as required
Requirements
Education and Experience

Undergraduate Degree or equivalent experience
3+ years’ experience in the luxury sector and knowledge of industry-specific dynamics
Specific Skills

Proficient in Microsoft Office Suite, with strong Excel and Outlook skills
Ability to react quickly within a fast-paced environment
Strong communicator with proven ability to interact on a professional level with internal and external individuals
Ability to build positive, inclusive, and respectful relationships
Self-motivated, proactive thinker who takes ownership & accountability for actions and outcomes
Proven ability to drive results
Excellent organization skills
Understanding of sales analytics and key performance indicators
Wide client network and proven sales record