Client Service Expert, Salon Haute Joaillerie

Found in: Talent HK C2 - 3 weeks ago

Hong Kong, Hong Kong SAR China CHANEL Full time

Job Mission:

The High-end segment, encompassing High Jewelry and Haute Horlogerie, is a key category that CHANEL has high ambitions to develop in the mid-term.

In this context, the Salon Haute Joaillerie aims at providing a unique and distinctive experience to clients that they can find only at CHANEL in this special place. The Salon Haute Joaillerie welcomes the Ultimate clients of Hong Kong SAR and Asia, as part of their journey with the brand, exposing them to our Ultimate High-end offer. The Salon Haute Joaillerie will play an instrumental role for the development of VHETI and Bespoke sales in Asia Pacific and will be a major contributor to the achievement of our goals in line with our roadmap.

The Client Service Expert will first ensure the daily welcome of clients at the Salon HJ with the highest level of clienteling and passion, actively contribute to the deep understanding of client profiles and the capturing of feedback on Salon experience. The incumbent is responsible for initiating propositions for raising the quality of service. She/He will also provide strong support for the highly personalized experience at Salon HJ for our ultimate clients, including the coordination with overseas markets for local bookings and services for the travels of their clients visiting Salon HJ.

Key Responsibilities:

Uphold the image of the Brand (VM Merchandising + Salon Maintenance + Grooming)

Acts as a Brand ambassador in front of clients. Works in collaboration with local VM & Marketing team to ensure that setting of client activity display is always irreproachable, attractive, and practical for clients. Ensures the Salon environment is always appealing, and all client-facing items, aspects, and experience reflect the ultimate high-end image and experience at Salon HJ

Welcome and host clients

Support on daily basis client appointments and activities by providing the most elegant and personalized service at the Salon Haute Joaillerie:collaborate with HJ Experts and FAs to fully understand the profile, taste, and preferences of each clientpropose the most personalized welcome service and prepare the settingwelcome and service the clients during the appointment with elegant gesture and enriched storytellingfollow up the client appointment by providing detailed feedback in the client database Enrich and master the Salon visit script to deliver the most interesting and cultivated storytelling to clients:with insightful introduction of CHANEL heritage, interesting updates on the artists of the art pieces, stories of the making-off of the art pieces.storytelling with passion and skills to adapt to client’s interests

Contribute to highly personalized client experience (Bespoke, Fashion VIC, local & overseas top clients)

Support appointment preparation, setting, and follow up. Contribute to client experience menu by initiating new proposals based on deep understanding of the lifestyle and profile of our clients. Coordinate with overseas markets for the local organization and bookings of trips for their top clients to visit the Salon Haute Joaillerie. Collaborate with market of ownership to provide a personalized, client centric and ultimate luxury treatment to overseas clients. Be the point of contact of all external vendors providing all services necessary to delivering the required client experience (Concierge Service, Restaurants, Hotels, Airlines, Limousine Rentals, Airport, Entertainment…)

Provide insights & deep understanding of Salon clients

Fill in the client appointment file after each client presentation in order to establish a database which will allow a consistent and close follow up of clients experience at Salon HJ. Provide insights of client profile, lifestyle, and preferences which allow enhance the quality of personalization and clienteling at Salon HJ. Provide information of client activities and experience at competitors and related sectors that clients mentioned during appointments.

KPIs

The Client Service Expert is a key contributor to achieving the KPIs of the Salon by teamwork. Both quantitative and qualitative will be applied.

The overall quality of client service at Salon Haute Joaillerie The content and delivery of Salon HJ introduction The feedback of clients and their Sales Associates The number of total clients welcomed

Work experience:

Established client facing and hospitality roles in the luxury industry for at least 3-5 years Art gallery and auction house expert experience is a strong plus Experience and deep knowledge of the high-end luxury clientele a definite advantage High-end Jewelry & Watches expertise is a strong plus

Required competencies:

People oriented with good relationship skills Observant and sensitive to client needs Passion for storytelling Eager to learn and share Strong service driven mindset Strong team and collaborative spirit Passion for excellency and continuous improvement Positive thinking, transparency & sincere attitude Fluent in Cantonese, Mandarin, and English Basic computer skills

At Chanel, we are focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress. We believe the uniqueness of each individual increases the diversity, complementarity and effectiveness of our teams. We strongly encourage your application, as we value the perspective, experience and potential you could bring to CHANEL.

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