Digital Client Advisor

Position

As a Bulgari Digital Client Advisor, you will play a crucial role in cultivating and developing strong relationships with our most valuable online clients. Your primary focus will be on identifying and converting prospects to ensure the achievement of individual sales targets and exceeding the team's goals. This dynamic and sales-oriented role demands a high level of entrepreneurial spirit and business development skills.

This role is pivotal in growing the company's online presence and driving sales in the high-end product categories. By providing a personalized, exceptional, and luxurious experience, you will retain existing clients and attract new, high-value prospects, reinforcing Bulgari's position as a leading luxury brand in the digital realm.

 

The ideal candidate will excel as a communicator, be highly organized with a strategy and sales mindset, possess strong follow-up and multitasking abilities, and have a profound passion for Bulgari's exquisite creations. Your storytelling skills will captivate clients, converting them to make purchases, while your enthusiastic problem-solving capabilities will offer unique and innovative solutions to each customer service issue. You must have a strong command of the company's customer service policies and product knowledge, and prior experience in luxury/high jewelry is preferred.

 

Job responsibilities

Responsibilities

• Develop the company's Online Client Portfolio by taking initiative to nurture existing clients, reactivate dormant clients, and identify and acquire high-value prospects. Provide exceptional omnichannel experiences to ensure a growing and engaged client base. Proactively identify sales opportunities, including upselling and cross-selling.
• Achieve and exceed sales targets through excellent outreach, customer service and follow-through. Strategize and execute clientelling plans for the assigned client portfolio, to achieve individual sales targets, increase Net Promoter Score (NPS), and foster client loyalty. Support Local and Regional company events by identifying client opportunities.
• Develop client retention by building and maintaining strong relationships through curated animations and leveraging relevant event calendars. Retain clients by offering personalized experiences tailored to their preferences and interests.
• Contribute to the growth of digital sales share in the high-end product categories including jewelry, watches and accessories.
• Develop a deep understanding of client preferences by creating qualitative client profiles. Utilize this knowledge to enhance personalized interactions and recommendations. Ensure proper prospect and client information is captured at each touchpoint. Actively maintain client book and seek opportunities to elevate portfolio.
• Provide elevated, friendly, professional, and efficient service while engaging and promoting customer loyalty through a variety of selling activities. Collaborate with internal teams, ensuring a seamless, luxury shopping experience through such channels as inbound and outbound calls, live chat, emails, online reviews, instant messaging (WhatsApp, etc.), social media, and video selling appointments.
• Maintain a high level of professionalism and deliver the "wow factor" to clients by actively listening to their needs, identifying the best product offerings, and enhancing the overall online customer experience. Drive customer satisfaction and a seamless client experience by proactively identifying and resolving any client frustrations.
• Participate in company trainings, stay current with company storytelling and abreast of product launches and line extensions with support of training team and department managers. Become an expert in High Medium High jewelry, high end watches, and high end handbags.
• Demonstrate mastery of systems to effectively process sales, support in client issue resolution, and operate autonomously in routine activities.
• Support Customer Service team as needed in routine, daily activities such as order review, outreach, follow-up and escalations.

 

Profile

Profile:

• Excellent English verbal and written communication skills to engage effectively with clients, maintain accurate data, conduct selling activities, and confidently participate in video interactions.
• Comfortable and confident communicating with VIPs and HNWI
• Passion for customer experience
• A proven track record of success in a fast-paced, ever-evolving sales and support environment, preferably in the luxury or high jewelry industry
• Client-centric mindset with a strong commitment to ensuring customer satisfaction driving every action.
• Self-motivated, demonstrating initiative to take ownership of tasks and work independently, while also being an effective team player
• Flexible, willing to work evenings, holidays, and weekends to accommodate the needs of the clients
• Continuous-improvement mindset, consistently seeking improvement and adapting to a dynamic environment to enhancing skills and performance.
• Ability to swiftly adapt to adverse situations that may arise during client interactions.
• Superior multitasking: exhibit exceptional abilities in handling Live Chat, Email, phone, and instant messaging platforms effectively.
• Possess strong organizational abilities to work toward agreed department targets, including sales, SLAs, and KPIs.
• You can problem solve and have a solution-focused attitude.
• You can engage and build fruitful client relationships.
• You have strong computer literacy and an understanding of the digital world.
• You have knowledge of current industry trends.

Minimum Qualifications:

• You have 3+ years’ experience in luxury sales, with experience exceeding sales targets, and the desire to sustain this.
• Customer Service experience in luxury hospitality industry, call center/contact center or IT Support, etc.
• Jewelry experience a plus but not required
• Previous experience working in commission-based role
• Fluent in English, multilingual is a plus
• Experience with Salesforce, SAP, MS Suite
• This is a hybrid role.