Client Advisor - Luxury Homeware brands

Chalhoub Group

Dubai, UAE

Ref: GP285-3294

Job description / Role

Employment: Full Time

Who we are

We are a leading partner for luxury across the Middle East. With more than 600 stores, 300 brands and over 65 years of experience in the region, we have become a major player in the beauty, fashion and gift sectors, by offering service excellence to our partners and delighting all our customers. We are moving fast from a traditional distributor and retailer for luxury in the Middle East, to a hybrid retailer bringing luxury experiences to the fingertips of customers everywhere.

To fuel the next stage of our growth we are looking to build a world class team. From physical retail through to supply chain and customer loyalty, we aim to use technology and data to continuously improve every aspect of our operations. We are looking for top talent to join us on this journey of exploring new horizons together.

What you'll be doing

Our Client Advisor is responsible for achieving individual and collective sales targets while delivering exceptional Guest Experience; and ensuring support in the implementation of CRM, CX and other key customer and people initiatives in-store.

- Drive the business
- Represent the brand by communicating its values and philosophy though all activities and interactions with customers and other team members
- Promote the Group's loyalty program (MUSE) and increase enrollment rate and new customer acquisition
- Build and maintain guest experience standards in order to build strong loyalty.
- Ensure efficient collection of customer data in adherence to marketing team.
- Collect data on customer behavior, top sellers, and slow movers to support business reviews.
- Maintain and understand customer purchasing patterns and behaviors, and utilize this database to engage and build strong relationships with customers to encourage future selling opportunities
- Stay up to date with latest fashion trends, social media campaigns, products and competitor, the brand's different online (website, app and social media) offerings and activities and promote them with customers
- Participate to the brand's events and support with in-store marketing events and activations.
- Achieve individual and collective sales targets and ensure all sales and operational policies and procedures are followed and maintained.
- Customer Centricity
- Executing and promoting exceptional customer service and relations in stores and customer home visits
- Attend to customer needs, sales, special order and repairs.
- Support in-store customer experience.
- Communicate with customers to assess their needs, provide assistance in satisfying those needs and meeting or surpassing customers' expectations.
- Use clienteling techniques, omni-channel approach and tools to connect virtually with customers, build a one-on-one relationship based on trust and human touch and drive loyalty. Such techniques and tools include messaging, (virtual) shopping appointments, etc.
- Operational Excellence
- Prepare and process e-commerce orders' fulfillment from the store within the set SLAs in terms of time and quality.
- Demonstrate a strong understanding and leverage available technology tools when available to support customer experience in and outside of store (Clienteling app, CRM, OMS, etc.)
- Maintain all operating standards as per the brand's VM guidelines and SOP's.
- Provide feedback on store functionality.

Requirements

What we can offer you

With us, you will turn your aspirations into reality. We will help shape your journey through enriching experiences, learning and development opportunities and exposure to different assignments within your role or through internal mobility. Our Group offers diverse career paths for those who are extraordinary, every day.

We recognise the value that you bring, and we strive to provide a competitive benefits package which includes health care, child education contribution, remote and flexible working policies as well as exclusive employee discounts.

About the Company

The Chalhoub Group is the leading partner for luxury across the Middle East since 1955. As an expert in retail, distribution and marketing services based in Dubai, the group has become a major player in the fashion, beauty and gift sectors regionally.

By blending its Middle East expertise and intimate knowledge of luxury, Chalhoub Group is building brands in the region, by offering service excellence to all its partners and a unique experience to its customers through its passionate teams.

With a growing workforce of more than 9,000 people, implemented in 14 countries, as well as the operating of over 470 retail outlets, the group's success is attributed to its most valued asset of highly skilled and dedicated teams. Professionalism and passion are what fuel the Chalhoub Group's competitive edge in today's market.

By being committed to implementing sustainable practices into their business, the Chalhoub Group has been awarded in 2013 the CSR Label from the Dubai Chamber of Commerce.

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