Digital Client Advisor - German / Dutch speaker

Position

Job responsibilities

• Utilize clienteling techniques to anticipate client needs, provide product recommendations, and drive repeat sales through the digital selling ceremony.
• Maintain close communication with stores to stay updated on product offerings, promotions, and store events, and to coordinate and facilitate client visits, ensuring a smooth transition and experience from online to offline interactions.
• Drive to achieve and exceed planned KPIs (such as sales, clienteling, client experience...).
• Recommend new and innovative approaches to address client concerns
• Develop excellent working relationships within the Dior network.

• Provide a positive, courteous, and pleasant client experience by incorporating all core brand values and integrity throughout each interaction
• Consistently provide a highly professional approach and outstanding service in order to resolve client issues; communicate effectively and with empathy via phone, email, social media and/or written correspondence
• Assist client in resolving problems, concerns, or issues they may encounter with a product or service by responding to client inquiries and requests through various channels, including phone, email, chat, or social media
• Maintain a professional and empathetic demeanor when interacting with clients, ensuring a positive experience and fostering client loyalty
• Keep accurate records of client interactions, transactions, and details of inquiries, comments, and complaints
• Ensure all client communications are handled in line with Dior policies
• Demonstrate brand awareness, storytelling and product knowledge when communicating with clients
• Ensure qualitative monitoring and updating of customer information, accordingly to the Dior tools, to retain actual customers and detect new high potential ones

• Escalate client issues that require further resources to appropriate supervisor
• Collaborate with others to address and resolve client issues effectively

• Develop in-depth knowledge of the products or services offered to provide accurate and helpful information to clients

• Monitor client feedback and satisfaction levels, identifying areas for improvement
• Contribute to the development of client experience policies to ensure a consistently high level of service is provided

Profile

• Bac+2 required from a higher education.
• Previous experience in luxury (client service, boutiques, hotels, or concierge). Retail experience is a plus.

• On top of perfectly fluent English, additional language is mandatory: French or German, Italian, Spanish, or Dutch. (C2 level)

• Proficient in Microsoft Office.
• Salesforce knowledge a plus.

• A passion for Christian Dior and our collections.
• Strong sales negotiation skills.
• Able to multi-task and prioritize competing tasks.
• Able to work a varied schedule.
• Clear demonstration of a client-first mindset with a strong commercial focus.
• Commercial mindset.
• Collaborative and team spirit
• Agile, ability to adapt quickly to changes

• Be Creative & Innovative
• Deliver Excellence
• Cultivate Entrepreneurial Spirit
• Act as an Example