Senior Retail Sales Advisor Blancpain Selfridges

Customer Service and Sales

• Provide excellent client experience and timely, pertinent follow-up.
• Build strong relationships with clients by offering tailored advice and product recommendations.
• Consistently meet or exceed sales targets and KPIs by using a customer-focused approach to sales and leveraging strong product knowledge and closing techniques.
• Upsell and cross-sell products to maximise revenue.
• Maintain and update the customer database with key client preferences, birthdays, anniversaries, and purchases to create tailored shopping experiences.
• Ensure requests and enquiries (online, email, phone) are followed up in a timely manner.
• Develop and maintain a high level of sales technique and watchmaking knowledge.
• Follow-up with customer repairs liaising with customer care in Southampton and HQ.
• Provide reliable information to customers in all matters relating to brand history, watch complications and manufacture process.
• Placing orders for Blancpain accessories, ensuring stock is up to date.
• Maintain a welcoming, engaging, and positive environment.

Product Knowledge

• Demonstrate expert knowledge of the brand's heritage, products, craftsmanship and latest collections.
• Stay updated on the latest trends within luxury watches, product offerings, and brand history.
• Provide in-depth product demonstrations and educate customers on the brand's heritage, history and values.

Team Supervision

• Lead by example, motivate and inspire the team to consistently deliver excellent customer service and achieve sales targets.
• Mentor and support training of new Retail Sales Advisors.
• Oversee the daily tasks of the team, ensuring efficient use of resources and smooth concession operations.
• Support colleagues in their sales by helping to prepare invoices, gifts, packaging.
• Work closely with other team members and delegate accordingly.
• Prepare team meetings, share feedback and contribute to the development of sales strategies.

Concession Operations

• Maintain impeccable presentation, ensuring that the concession space reflects the brand's image, including visual merchandising and attention to detail in displays.
• Manage the day-to-day operations of the luxury concession.
• Ensure products are displayed to a high standard and according to brand guidelines.
• Monitor stock levels, assist with stock replenishment, and ensure the correct product assortment is available.
• Report sales figures, customer feedback, and any issues to the Concession Assistant Manager, Boutique Manager and/or Brand Manager.
• Process customer transactions accurately using the point of sale (POS) system and manage cash, credit card, and returns processes according to company procedures.
• Understand and respect all operating and security guidelines.
• Follow the security and proper maintenance as well as storage of stock timepieces.
• Ensure that the concession space is kept clean, organised, and aligned with luxury standards.

Customer Relationship Management (CRM):

• Engage with VIP and high-net-worth customers to build lasting relationships, encouraging repeat business and referrals.
• Handle customer complaints or concerns professionally and ensure customer satisfaction.

Health & Safety Compliance:

• Follow health and safety regulations, including maintaining a clean and safe work environment.
• Ensure display materials meet safety standards and are displayed correctly to avoid accidents.