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Client Advisor

Gucci - Regular
Masaryk - Mexico

About us Through our new contemporary vision at Gucci, we are inventing a wholly modern approach to fashion and redefining luxury for the 21st century. As part of the global luxury group Kering, we are committed to ‘empowering imagination’ in a sustainable manner and encouraging our employees to flourish. Join our passionate journey and fulfill your potential and creativity We are currently seeking a Sales Associate who will report to the Store Manager in our Masaryk store. Your opportunity To provide customers with top quality service by meeting their needs and expectations as well as to increase the brand loyalty by communicating as “Gucci ambassador" the philosophy and the culture of the Brand How you will contribute • Provide exceptional customer service experience by greeting, listening and assisting customers in exceeding their needs, demonstrating an excellent knowledge of the products as well as of Gucci selling ceremony history and heritage • Build and strengthen relationships with customers, deal with different nationalities and/or personalities and put always the customers at ease • Give advices to customers on general trends in fashion world and developments in luxury market, showing passion for fashion and luxury products • Guarantee cross and up-selling for all product categories • Ensure qualitative monitoring and updating of customer information, accordingly to the Company tools (CRM), in order to retain actual customers and detect new high potential ones • Ensure the achievement of individual and store goals, enhancing and developing the business • Foster open and constructive communication with team members, being always collaborative and proposing effective solutions • Contribute to manage the visual display of the products in accordance with Gucci visual standards • Ensure the products replenishment and physical inventory of merchandise Who you are • A high achiever with a proven record of hitting sales targets. • An experienced face-to-face customer service provider. You are at ease initiating communication with your customers. • An excellent communicator with great interpersonal skills and the ability to foster customer relationships. • A flexible multi-tasker who thrives in a fast-paced, high-pressure, frequently changing environment. • A team player with a desire to be part of a strong, motivated and considerate group with a common goal. • An experienced professional with focus on hospitality, retail, fashion or related fields. • A fashion passionate with a strong business acumen and strategic vision to develop the business high commitment to the Gucci brand. • A fluent Spanish and English speaker • A flexible person willing to work in a retail schedule, which will include evenings, weekends and holidays. Why work with us? This is a fantastic opportunity to join the Gucci adventure and become part of a team that offers possibilities to learn and grow. Talent development is a managerial principle at Kering and we are committed to fostering internal mobility. Our common vision promotes leadership skills and helps every employee to reach their full potential in a stimulating and fulfilling workplace environment. Kering is committed to building a diverse workforce. We believe diversity in all its forms – gender, age, nationality, culture, religious beliefs and sexual orientation – enriches the workplace. It opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to adapt to a changing world. As an Equal Opportunity Employer we welcome and consider applications from all qualified candidates, regardless of their background.

Job Title: Client Advisor
Reports directly to:  Store Manager


Role Mission
Provide the customer with a shopping experience with excellent attention and service to establish a long-term relationship with them and maintain their brand loyalty. Achieve individual sales goals that support the scope of the store's business goals. Represent the brand as a Gucci ambassador, promoting its values and culture; always sticking to the brand's policies and guidelines.

Key Accountabilities
The Customer Advisor directly reports to the Store Manager and has the following responsibilities:

Sales
•    Provide the customer with a luxury shopping experience, following the guidelines of the Gucci sales ceremony.
•    Ensure compliance with individual and store sales goals.
•    Generate strategies that help you achieve individual sales. Constantly monitor established KPIs.
•    Provide advice to the customer on fashion trends, characteristics and uses of the products, showing passion for fashion and luxury.
•    Suggest products from other categories to achieve cross-selling goals.
•    Close the sales process, making charge transactions with any payment method.
•    Boost, whenever possible, cross-selling at the cash register through fragrances and keychains.
•    Take the marking course from Palacio de Hierro or SAKS (if applicable), within the first few weeks of hiring. Note: The employee number from Palacio de Hierro for charging is non-transferable.
•    Request official identification whenever a credit card charge is made, if the client is not the cardholder, you will not be able to proceed with the charge.
•    Follow the guidelines set for brand or Palacio de Hierro limits (if applicable) for cash collections. Know and apply the guidelines of the Anti-Money Laundering Legislation.
•    Deposit the payments in cash, once the charging transaction is finished, with the exact amount of the sales ticket.

•    Record all sales on the spot and deliver Gucci and Palacio de Hierro (if applicable) receipts to every customer. 
•    Inform the customer about the current exchange policy.
"Changes are made in Mexico, only within a maximum period of 14 days, as long as the purchase receipt is presented, and the merchandise is in excellent condition."  
•    Maintain an open and constructive dialogue with the team, always actively collaborating in all store activities (morning briefing, training, etc.), proposing effective solutions.
•    Follow the dress code guidelines established by the company.
•    Promote a positive work environment, through trust, integrity, adherence to existing Codes of Ethics and high standards of performance.

Customer Tracking (Clienteling)
•    Use the CRM (LUCE) system to attract and retain customers.
•    Capture information from all customers and leads for tracking purposes.
•    Verify that CRM System Information (LUCE) is up to date (full profiles, up to date data, avoid duplicate profiles).
•    Constantly track customers to generate personalized experiences (OTO, flower shipping, thank you cards, gifts, etc.) and build long-term relationships.

Operations
•    Support the Operations area in activities such as: price changes, labeling, reception, product accommodation and actively collaborate to maintain warehouse order.
•    Support in inventories according to the guidelines established by Operations and/or the brand.
•    Carry out the product request process to other stores, through LUCE, as indicated by the Operations area.
•    Keep the “set aside” formats up to date with the complete information and remove the product from “set aside” areas if the sale was not completed.
•    Perform the consignment process according to the procedures established by the Operations area. Follow up until the close of the sale and/or return of the goods.  

Visual
•    Support the visual area in activities such as: product cleaning, product labeling and display change when required; according to established guidelines.
•    Verify that all exhibited parts are properly labeled and placed according to the guidelines.
•    Constantly check that there are no empty spaces in the display cases and sideboards, according to the visual guidelines.
•    Organize new products in display cases and drawers.
•    Ensure on a daily basis that each product is properly placed and ordered in display cases and drawers.
•    Perform store profiling before store closing.

Product Care
•    Know and properly apply the current valid policies and procedures of exchanges, returns and guarantees.
•    Provide the correct information about After Sales processes to customers.
•    Properly record repair orders and follow up until they are completed.
•    Maintain constant communication with the customer during the service order cycle and perform charges for the services properly.
Training
•    Demonstrate mastery on knowledge of brand history as well as different product lines.
•    Take all digital courses assigned and indicated by the Training area and/or your Managers in Retail Portal.
•    Visit and participate in the suggested activities at Workplace to stay up to date on what's new at Gucci.
•    Carry out adequately the activities of Retail Academy proposed by the Training area.

Security
•    Know and adhere to brand policies and procedures.
•    Respect the safety standards of Gucci, Palacio de Hierro and/or SAKS (if applicable) at all times in the sales floor and in the support areas.
Job requirements
•    Minimum experience of 2 years in a similar position, preferably in the luxury sector
•    Degree of studies: High school completed or a degree preferably in areas such as fashion, design, or economic/administration.
•    English language proficiency required
•    Knowledge and mastery of Microsoft Office and CRM systems
•    Passion for fashion and luxury
•    Flexibility of working on rotating schedules, including weekends, afternoons and/or holidays
•    Travel availability

  • Full time
  • front.continent.central-america
  • Mexico
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