Guest Services Representative - E-Commerce

Job responsibilities

As a Guest Services Representative at Loro Piana North America, you will be a vital member of our omnichannel Guest Services team, dedicated to delivering exceptional service and support to our valued clients across the US and Canada. This role offers the exciting opportunity to engage with clients through various channels, including e-commerce, retail stores, phone and digital platforms, ensuring a seamless and luxurious Loro Piana experience across all touchpoints.

You will be empowered to listen attentively and respond to each guest interaction – whether via phone, live chat, or email – with a personalized, elegant, and effective approach, reflecting the brand's commitment to excellence.

Success in this role will be measured by achieving and exceeding key performance indicators (KPIs), including clienteling (sales) targets, proactive CRM outreach, and maintaining exceptional Customer Experience (NPS) scores.

Our in-house Guest Services team collaborates closely with Retail Stores, Retail Operations, IT, CRM, and Merchandising, fostering a supportive environment where you'll contribute to creating memorable guest experiences across all Loro Piana digital and physical channels.

• Deliver Exceptional Guest Experiences: Provide every Loro Piana guest with a consistently positive, courteous, and brand-aligned experience across all channels of communication. Demonstrate genuine professionalism in every interaction.
• Drive Omnichannel Sales: Maximize sales opportunities from new and existing customers through effective phone, email, and live chat communication, as well as strategic CRM outreach campaigns.
• Champion a Client-Centric Approach: Demonstrate a deep passion for connecting with customers, proactively resolving their issues and inquiries (such as product information, order follow up, returns requests or after sales queries) with outstanding service, and building lasting relationships.
• Adhere to Brand Standards: Consistently align with Loro Piana's policies, procedures, and processes when handling customer interactions and communications, ensuring a unified brand experience.
• Elevate Brand Awareness: Effectively communicate brand values, in-depth product knowledge, personalized engagement, and captivating storytelling when interacting with customers, enhancing their understanding and appreciation of Loro Piana.
• Engage in Proactive Clienteling: Skillfully balance inbound customer inquiries with outbound customer outreach and CRM campaigns to generate sales, nurture client relationships, and schedule virtual or in-person appointments.
• Achieve and Exceed Targets: Consistently strive to meet and surpass established clienteling (sales) targets and key performance indicators (KPIs).
• Contribute to Team Success: Proactively share best practices with managers and team members, promoting innovative approaches to resolve customer inquiries, strengthen relationships, and drive sales.
• Maintain Accurate Records: Diligently update platforms and logs with accurate data, leveraging available tools and resources dynamically to anticipate and fulfill client needs.
• Assist with Order Verification: Assist in managing the verification of orders for potential fraud, ensuring timely and secure fulfillment processes.
• Role model company values

Profile

• Luxury Selling and Client Engagement: Demonstrated ability to apply luxury selling behaviors, actively listening to and anticipating customer needs to deliver personalized and exceptional service.
• Tech Savvy: Adept at leveraging technology to enhance the customer experience, with a strong understanding of CRM systems (Salesforce preferred), payment processing software, softphone technologies, and AI-powered customer service tools.
• Customer-Obsessed Mindset: High motivation, energy, and a genuine passion for customer service, with an unwavering customer-first mindset.
• Problem-Solving and Negotiation Prowess: Strong analytical, problem-solving, and sales negotiation skills, with the ability to resolve complex issues effectively and secure positive outcomes.
• Results-Oriented and Process-Driven: Highly organized, results-oriented, and dedicated to adhering to established procedures and guidelines.
• Adaptability and Multitasking: Exceptional ability to multitask, prioritize effectively, and maintain composure in a fast-paced environment.
• Technical Proficiency: Solid understanding of Microsoft Office Suite and CRM systems (Salesforce expertise highly preferred).
• Schedule Flexibility: Ability to work a varied schedule, including days, nights, holidays, and weekends, to meet business needs.
• Language Skills: Fluency in English is essential; proficiency in Spanish, French or Italian is valued

Additional information

What we offer

At Loro Piana, we believe in fostering a supportive and rewarding work environment that values our employees' well-being and growth. We offer a comprehensive range of benefits including medical, dental, and vision coverage, fertility support, adoption and surrogacy reimbursement, tuition reimbursement, 401K match, and Headspace mental health support. Additionally, employees enjoy a generous product discount, exclusive LVMH discounts, and other tailored perks.

Compensation

Loro Piana uses the published salary range as a guideline to provide our employees with market-competitive pay while allowing for flexibility to recognize and reward various levels of expertise, performance, and tenure.

While the published salary range is a good faith reflection of the targeted salary level for the position, Loro Piana reserves the right to pay outside of the published salary range of $80,000 to $90,000 per year.

EEO Statement

We strive to create a culture of inclusion where everyone has a sense of belonging. Our goal is to ensure that our outreach and recruiting efforts generate diverse identities and perspectives that will be valued and can thrive. We are continuously assessing our employee and candidate populations to identify ways to ensure they are all-encompassing and equitable.