About this role
Scope of Work
To take part in the success of the boutique and to be accountable for providing the best customer experience, for pre and post selling of Audemars Piguet’s products, for promoting our brand and products and for making a productive contribution by executing assigned work within given time frames and in ways that meet objectives.
Customer Experience and Service – Business Development
Ensure the best customer experience in the boutique for new sales, Customer service (repairs), and all visitors through efficient customer service assistance.Provide reliable, accurate, and first class customer service during pre and post sales, pre a, during and post repair.Have friendly and generous interaction with customers to understand their needs and make them feel wanted and appreciated.Be an AP Ambassador professionally welcoming customers.Welcome and successfully build the appropriate rapport with prospects and clients in contact with the boutique. Develop and maintain customer acumen (lifestyle, situation, culture etc.). Be able to recognize a client. Install a seamless communication with customers and maintain it through regular correspondence.Demonstrate personal involvement in recruiting new clients and identifying prospects.Provide information to customers by phone or electronic mails in agreement with the Boutique Manager’s /Supervisor’s guidance and follow public relations policy recommended by Marketing and CRM team.Understand, know and be able to explain the product and prices.Provide customer service to all clientele in the absence of the after sales associate or as needed.Participate actively in Customer Relationship Management data collection.Be the voice of the customer and share information with boutique management and company personnel.Self-Leadership
Be positive and display a dynamic attitude while in the boutique. A team player, maintain positive relationships with peers, boutique management, and other levels at AP.Achieve results through accountability and professional proficiency.Exhibit uncompromising integrity and commitment to AP’s values and behaviours.Be professional at all times by displaying and projecting the best image of courtesy, respectability and professionalism according to Company’s regulations.Ensure continuous self-development to possess complete knowledge of the customers, watchmaking history and events, company products, company policies and procedures (security and safety) and market awareness.Understand the Fashion and Luxury markets including competition.Demonstrate superior interpersonal skills and effective communication.Make good use of company tools, processes and procedures.
Sales and Boutique Operations
Perform sales activities to walk-in and phone/email clientele to meet Company’s and own objectives.Transform a client contact into a saleEnsure sale of exceptional time pieces and generate additional sales with accessoriesLimit discount as per management guidelinesApply the guidelines to ensure a consistent global and unified concept in the boutiqueParticipate in creating and sustaining the environment which provides superior and best value to the customer. Be responsible for a perfect up keeping of the boutique at all times:Clean boutique in every corner is a must Know visual display and merchandising guidelinesCurrent digital material and music to be displayed during opening hours on supporting hardwareDecoration must be at its best and follow AP guidelinesUse and stock properly all current marketing materials (catalogues, books, leaflets)Attire must be impeccable at all timesShowcases and serving trays must be in mint condition at all timesStock must be impeccable at all times (no fingerprints)Be accountable for inventory pertaining to replenishment, display and storage of goods inside the vault (aesthetics, protection of the goods, and cleanliness)Successfully handle requests from clientele pertaining to pricing, availability, and general product information.Be responsible for the opening and/or closing of the boutique including the ability to work public holidays and week-ends.Assist supervisor on the daily check of the stock. Receive stock, check and unpack goods.Work in conjunction with management to maintain accurate and timely inventory update requests and inquiries as indicated.Use Y2 for performing invoicing, report extraction, and location transfers.Use CRM tool to collect customer dataFollow policies at all times such as security (only 3 watches out to be showed to clients at 1 time)Provide operational support for marketing events taking place in the boutique (products presentation & launches, customer care) under Marketing department’s supervision.Perform other tasks and projects, as assigned.Maintain optimal communication with the Service Centre.
Key Performance Indicators
Qualitative indicators
Overall presentation of the boutique (as compared against Group guidelines)Quality of service from the whole team (as documented in clients notes, blogs, Mystery Shopping results). For all types of clients (sales, repairs or only visitors)Self-attire (following Group guidelines)Quantitative indicators
Sales growth (regular products / complications versus limited editions)Stock managementSales of ageing stockAcquisition of potential client dataQuarterly product and service knowledge assessment Minimum of 3 - 5 years working experience in retail / hospitalityExcellent in customer service skillSelf-motivated with positive attitude and professional selling techniquesOutgoing team player with strong interpersonal and communication skillsGood command of Cantonese, English and Mandarin Audemars Piguet offers a competitive and comprehensive compensation and benefits package.
Audemars Piguet is an equal opportunity and affirmative action employer. Audemars Piguet hires without regard to age, sex, sexual orientation, gender identity, genetic characteristics, race, color, creed, religion, ethnicity, national origin, alienage, citizenship, disability, marital status, military status, pregnancy, or any other legally-recognized protected basis prohibited by applicable law.