Job Description

If you're interested in any of the available vacancies listed below, apply now to join our exclusive recruitment day!

Job Requirements

(SALES ASSOCIATES)

• Meeting the turnover targets set by the Store Manager
• Adhere to Company Standard Operating Procedure and Brand policy relating to sales. I.e. Discount control policy.
• Achieve Key performance indicators defined by the Store Manager

• Welcome & handle the clients in the respect of the Maison’s standards (In the Store, on the phone or by mail or during events)
• Adapt its style to each client need in order to offer the appropriated service
• Advise, convince & ensure that each sales is handled accordingly

• Ensure the prospection and the follow-up of new clients (local and international)
• Enrich the client database using the welcome cards for client and prospect
• Be force of proposal to develop client actions (phone, mailing, etc.)

• Take care of each case according the Maison’s standards
• Follow up on each case and communicate to the Store Manager each problem
• Product/ Merchandise/Inventory Management
• Participate to the good management of the stock
• Reception & transfer
• Take part on inventory management / stocktake
• Ensure that the level of stocks of the accessories (catalogs, gifts, boxes, etc.)
• Taking care of the merchandising (products are correctly emphasized according to the Store priorities, cleanliness, prices, etc.)

• Respect of all procedures issued by the group in terms of sales, discount, SAV, exchange, etc.
• Participate actively to Store meeting organized by the Store Manager (provide feedback, propose new ideas / actions)
• Participate to the training given and consult all documents at disposal allowing a better understanding of the brand, products and new collections
• Remain informed on the business through magazines and regular store checks of the competitors 

• Fresh Graduates or At least 2 to 3 years’ in Retail Sales, preferably in a Luxury environment
• Possess Good communication and interpersonal skills
• Good communication skills and Pleasant Disposition; Good Team Player and the ability to multi-task

(Client Service Advisor - After Sales)

• Upholds the ideals of brand Client Experience with a clear understanding of luxury service requirements
• Embodies the excellence of the service. Responsible for welcoming each client, offering a personal interaction.
• Complies with the high standards of Brand sales and service.  Respecting and appling the brand CS rules, process & policies of the Maison.
• Participates to boutique life and to team meetings.
• Implements Customer Service action plan provided by Retail Management.

• Understand the client request and find proper solutions to satisfy their needs. 
• Explain, in client friendly wording, technical explanations of service. Comfortable working through client objections to mandatory vs. optional services
• Ensures regular communication with boutique watchmaker and seamless process in place
• Strong knowledge of brand creations, solutions, and Service policies.
• Constantly deals with workshop coordinators in order to find solutions vs. customer issues
• Maintains a solid relationship with CS manager in office.

• Monitors the CS files and sales accessories linked with service.
• Understands clearly the daily reporting and importance of respecting timeframes to contact clients.
• Knows the repair flow: clients and creation data registration, estimates communication and approval, follow up, billing, stock process, money collection
• Files, organizes and maintains all documents related to Sales, Stock, Transfers, repairs & other boutique documents.
• Does all the related admin work regarding clients’ data and control files’ status and lead-times with reports by platform
• Ensure the follow up of the main indicators linked to after-sales service
• Ensures proper client data capturing. Enhances customer satisfaction by informing the clients, minimizing delay, and reducing complaints.
• Contributes to after sales turnover in reducing return unrepaired rate, discounts and gratuities.

• Stock monitoring: Spare parts, leather straps, CS accessories.
• Stock (daily): prepare orders and place orders for in boutique repairs, deliveries follow-up.
• Stock management > orders, follow-up, receiving, & inventories:
• ROs inventories (every 2 months)
• Deliveries: transfers registrations, transfers to plat-form, and receptions from Repair centers

• Associate’s degree  with 2/3 years of Client service experience in Luxury Brand or Master’s degree
• Experience in watchmaking and jewellery highly appreciated
• Fluent English, third language appreciated

• Excellent verbal and written communication skills
• Very rigorous, Interpersonal skills, empathy, confidence, strong solution driver, client focused and good team-player
• Knowledgeable about Watchmaking, and Jewelry techniques and Brand products

• Fluency in English,  3rd language appreciated
• Good Knowledge of MS Office,  SAP knowledge is a +

• Interpersonal skills, empathy, self-confidence, integrity, empathy, pugnacity, strong solution driver, emotional control, rigor, stress resistance, availability, discernment.
• Client-focussed, business acumen
• Team player, proactive and positive attitude towards colleagues and clients
• Emphasis on details, organization and the ability to handle multiple tasks simultaneously

(Senior Customer Service)

• To provide professional technical assessment & services to customer for all after-sales service & repair at all times
• To work together with Technical Supervisor to prioritise all after-sales service & repair requests received from customers
• To ensure timely completion of all after-sales services & repairs as requested by customer and in accordance with stipulated time line
• To provide excellent customer service to all customers, in person and on phone and to handle customer's complaints & concerns raised
• To ensure smooth co-ordination & communication with retail team, CS coordinator & customer for all services/repairs handled
• To document clearly service/repair information on the Service Order Form for proper record, follow-up & communication with customer thereafter
• To provide product personalization as requested by customers
• To be responsible & accountable for all customer's products received for services/repair and to handle them with due care
• To ensure that all incoming shipments are cleared
• Prepare outgoing shipment to HKG and FTY
• Liaise with HKG & FTY for customers, dealers and repair enquiries
• Follow-up with overseas quotation and repairs
• Perform stock take for spare parts as when required

• To ensure Service Order Forms are issued, handled & recorded promptly & clearly to facilitate easy follow-up & timely update by CS coordinator
• To ensure Tax Invoices are issued accordingly on a daily basis for all chargeable services/repairs rendered with the corresponding payment received from customer.
• All Tax invoices issued are to be submitted to accounts on a daily basis and cash on hand  are to be banked-in on a weekly basis
• To update oneself on a regular basis for product knowledge, updates & service information through brand website
• To perform regular & proper housekeeping practices to ensure Service Centre is kept clean & tidy at all times
• Perform stock count as & when required by management
• Perform ad-hoc duties & requests as required by management 

• At least 3 - 5 year in a front line Customer Service environment.
• Working experience in luxury watches environment is preferred.
• Fluent in both spoken English and can speak Mandarin is an advantage
• Proficient in usage of Microsoft Office Applications.
• Possess passion and tenacity in delivering high levels of customer service and professionalism, good people and communication skills with a customer centric mindset.
• SAP experience is an added advantage

(Marketing Executive) 

• Generates fresh and new ideas for contribution in marketing strategy and planning discussions.
• Perform the day-to-day marketing tasks and coordinating marketing projects and activities
• Liaises with production houses, vendors and service providers to ensure materials are sourced accurately and on a timely basis.

• Plans, organizes and project manages selected marketing or retail marketing events and thereafter evaluates the results versus the targets and the brand objectives.
• Work with Retail team to produce ideas and develops CRM programs for activations to target specific customer groups.
• Recognize opportunities to develop CRM programs for activations and event prospects including strategic partnership to support sell-out.
• Monitors ongoing campaign spend against the budget, keep accurate records and highlights variances wherever and whenever it occurs.
• Producing an accurate summary of total spend at the end of a marketing campaign or event.

• Oversees visual merchandising.
• Responsible for POSM ordering within allocated budget.
• Ensure sufficient PLV stock inventory for RT & WHS
• Maintains and updates visual merchandising manuals to communicate guidelines including zoning principles, window animation guidelines, in-store visual placements, product display guidelines and other where applicable.
• Coordinate with RT & WHS team to visit the RT and external boutiques to coach in-store sales teams to interpret the guidelines and conduct training to execute the concept
• Ensures that the visibility guidelines are adhered to, supervises and performs the assembling and dismantling work

• Responsible for developing local event and campaign press releases, management speech presentation and emcee speech where necessary
• Represent the brand at media or partner events
• Actively involved in social media activation including identify talents, KOLs’ and media liaison and developing concept to deliver the Maison’s targeted message. 

• Work closely with media and creative agency to ensure media content and tracking are executed on a timely basis as per media plan
• Liaise with HQ and HK Regional team to obtain digital media assets.

• Keeps abreast of latest relevant consumer news, competitor news and information in the marketplace
• Perform ongoing competitor analysis and reporting, including and not limited to advertising, training, presentation, promotion or exhibition for MBM report
• Candidate must possess at least a Bachelor's Degree/Post Graduate Diploma/Professional Degree in Business Studies/Administration/Management, Marketing or equivalent.
• At least 2 Year(s) of working experience in a related field is required for this position.
• Required Skill(s): • Strong analysis skills and computer skills,
• Strong coordination and organisation skills
• Preferably Senior Executive specialized in events Marketing or equivalent.

(Boutique Assistant / Admin)

• Client Welcoming & Waiting Time Management
• Ensures an exceptional client experience at the entrance of the client(s) in the boutique
• Seats client(s) when possible and offer drinks, reading, etc.
• Informs client(s) about the approximate waiting time and ensures that the first available Sales Associate is taking care of the client(s)

• Brings and returns pieces for the Sales Associates
• Assists discreetly with various tasks during a sale
• Gift-wrapping
• Accompanies the client(s) to the door upon departure
• Assists with After Sales duties (bringing pieces, etc.) without handling payments

• Respects all brand and boutique policies and procedures
• Participates to inventories, price-labelling and set up and breakdowns at opening and closing of the boutique. 
• Participates to the implementation of Visual Merchandising guidelines
• Orders boutique facilities (bags, drinks, edition material, office facilities, etc.)
• Ensures that the boutique, windows, counters, etc., are in a perfect condition

• Fresh Graduates or At least 2 to 3 years’ in Retail Sales, preferably in a Luxury environment
• Possess Good communication and interpersonal skills
• Good communication skills and good Team Player
• Ability to multitask.

(Deputy Boutique Manager)

• Ensures the execution and delivery in time of all boutique reports
• Oversees the boutique expenses
• Implements all Maison and Richemont policies, procedures and guidelines

• Assists the Boutique Manager/Director  to make a diagnosis based on a solid performance analysis, review of competencies and environment to define action plans to achieve brand, boutique and category sales targets
• Leads the implementation and monitoring of the action plans
• Assists the Boutique Manager/Director to monitor boutique KPIs via performance and profitability, notably through the breakdown of all boutique targets into monthly, daily and individual targets

• Is responsible for of the integration and training of new comers
• Ensures the day-to-day management, training, coaching and motivation of the boutique team
• Monitors individual objectives
• Under the supervision of the Boutique Manager/Director, evaluates the individual performance and supports personal development and talent development
• Ensures the day-to-day management of the After Sales team

• Assists the Boutique Manager/Director to ensure a unique and high professional client service within the boutique and implement and monitor the ROI on CRM programs and actions
• Acts as an Ambassador of the Maison and supports the Boutique Manager/Director to build direct contact with VIPs

• 4 to 6 years relevant experience
• Management and sales experience a must
• Managerial skills, people and results oriented, service focused, analytical and organization skills, versatile
• Sales and product  knowledge

Company Benefits

Additional Info