An opportunity has opened up for a Fine Jewellery & Watches Specialist to join the growing Personal Shopping team. The role is sales and business development orientated, and will involve creating relationships with existing and prospect customers by assisting their purchases and providing customised recommendations. Most importantly, the successful candidate will provide exceptional service to ensure that our customers enjoy the best shopping experience, the most exclusive product and best after sales service – wherever they are!
Reporting to the Personal Shopping Manager, you will be predominantly responsible for developing and enhancing your customers’ loyalty and spend by utilising your strong customer service, expert knowledge of Fine and High Jewellery & Watches and commercial skills whilst building long-lasting, personal relationships with our E.I.P customers.
Other key responsibilities include:
Achieve monthly sales target through utilising existing client book and through recruitment of new clients to the brand through a clear prospecting strategy.
Providing bespoke and personalised service to a world class standard for our existing top tier EIP clients, providing tailored recommendations and understanding opportunities for upselling.
Attending events and seeking opportunities to network with UHNW clientele.
Understand opportunities within the market to drive growth, with strategic preparation for eco/ social/ political influences that may arise throughout the fiscal year.
Prioritise workload and focus by analysing customer lists and identifying their potential, work closely with Personal Shoppers to identify any high potential individuals within their client lists that could become FJ&W clients and coach them to introduce the category to their client base.
Working closely with Client Relations to create bespoke programme by client to ensure that they are provided with exceptional experiences and services to drive retention.
Drive engagement through regular contact with clients, keeping them updated with new arrivals, explore possibilities for special orders and seeking opportunities to surprise and delight.
Use a targeted approach to each customer segment ensuring you meet agreed target for engagement for total client base, providing a high level of service to all EIPs.
Demonstrate a bespoke and flexible approach to each customer, seek opportunities to invite them to events or create bespoke experiences.
Drive face to face opportunities throughout your client base.
Understand customer profiles to identify the most enticing and relevant invite to secure face to face interaction.
Ensure prompt follow up with customers acquired through Client Relations activity.
Participate in Client Relations, Marketing and external events as required.
Maintenance of Product and Business awareness:
Product obsessed and constantly learning to gain more in depth knowledge on brands, product and clients.
Contributing to the knowledge and selling skills of the Personal Shopping team, working closely with the Global Training Manager and providing mentoring / support to colleagues.
Feedback market insights to management to support the growth and productivity of the business and the Fine Jewellery category.
Develop competitor awareness and feedback and strategize accordingly.
Work as a team player to support the success of department and wider business.
Attendance at NET-A-PORTER events as well as external events such as trade shows, fairs etc to grow brand awareness and authority within the Fine Jewellery industry.
Liaise with brands directly to provide excellent after sales service and seek opportunities for clients to attend brand events / experiences where appropriate.
Essential Skills & Requirements
Extensive experience working with and selling Fine Jewellery & Watches
Proven background in prospecting clients and networking
Proven ability to develop a highly loyal customer base
Proven experience in working within a sales driven environment with targets
Gemmology qualification would be an advantage, though not essential
Extensive knowledge of the fine jewellery and watches clients and products
Perfect spoken and written English. In addition, the ability to speak other languages would be an advantage, though not a necessity
Confident, with excellent communication skills
Customer centric – proven ability to build relationships with customers
Proactive sales approach, able to show initiative/ideas to constantly improve the customer experience and drive sales
Numerate with strong computer literacy
Ability to analyse business and write reports to update business on progress
Team Player who can operate across different departments within the business such as buying, merchandising, marketing and technology
Excellent eye for detail a
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