Senior Client Advisor

Founded in 1860 in Florence as a workshop, shop and subsequently school of watch-making, Panerai is renowned for producing high-precision instruments for the Italian Navy with a pulse on innovation and function. Protected by military secrets, these creations were only launched in the International market when the brand was acquired by Richemont Group in 1997.

Today, the Maison advances through cutting-edge research, sustainability, and empowering modern heroes with a team that passionately brings value to Panerai's distinctive mix of Italian spirit and Swiss watchmaking excellence.

Responsibilities (or Mission)

SALES

• Consistently achieve/exceed monthly and yearly turnover and KPI’s targets set by Boutique Manager and management.

• Support in achieving/exceeding Boutique overall target

• Actively participate to the briefings and contribute to the development of the Boutique performance.

• Welcome and handle customers’ requests, lead and manage all steps of the sale following Panerai Selling Ceremony.

• Identify high-potential sales lead, perform targeted and diligent follow up to generate product selling opportunities.

• Identify and customer’s needs to suggest and promote products accordingly.

BRAND & PRODUCTS KNOWLEDGE

• Know the Maison’s products, their availabilities, the delivery status, the brand’s DNA and history and be able to share it with customers.

• Develop a good understanding of competition and luxury industry through self-learning and trainings.

• Actively participate to all brand’s training sessions.

BOUTIQUE OPERATIONS & MAINTENANCE

• As brand ambassador, always show an impeccable presentation, according to our guidelines.

• Understand and comply with all policies and procedures established by the company (security, inventory, products delivery…).

• Manage the boutique’s daily business (boutique opening/closing, inventory, repairs process…).

• Participate in maintaining excellent boutique appearance in accordance with exterior and interior boutique environment guidelines (grooming, visual merchandising…).

• Assist with special projects when needed.

CLIENT RELATIONSHIP MANAGEMENT

• Contribute to the development of Boutique database by consistently and accurately capturing prospects/customers data for follow up and relationship building, meet individual KPI’s targets.

• Develop and manage the attributed client portfolio by cultivating new and existing relationships through exceptional service and other Panerai CRM initiatives.

• Applies CRM relational strategy as per Headquarters’ guidelines

• Assist Boutique Manager in developing CRM action plans and participate boutique or off-site events.

CUSTOMERS SERVICE

• Provide excellent client experience by maintaining the highest degree of product knowledge, professionalism and courtesy during and after the sale.

• Ensure seamless customers experience when handling SAV requests

• Ensure customers’ requests are followed up and solved in due time (call back…).

• Client Advisor can perform other duties as determined by Boutique Manager.

Key Performance Indicators

• Individual sales target

• Transformation rate

• Average Price

• CRM KPI’s (data quality and volume…)

• Mystery Shopping

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