Senior Client Advisor

Since Watchfinder & Co. was first founded in 2002, it has grown to become the premier resource from which to buy and sell premium pre-owned watches. With thousands of watches available from more than 50 brands, including Rolex, Omega, IWC and more, plus boutiques across the UK and a manufacturer certified service centre, Watchfinder has established itself as the top pre-owned watch specialist.

Are you a passionate and client-focused individual looking to make your mark in the luxury watch market? Join our dynamic team as a Senior Client Relations Advisor in our prestigious New York showroom, where you'll play a pivotal role in delivering an unparalleled customer experience for clients across North America. This exciting opportunity involves expertly managing client inquiries about our exquisite timepieces, ensuring every client receives prompt and personalized attention. You'll be at the forefront of our customer service, handling a high volume of requests efficiently through both phone and email channels, to deliver timely and exceptional responses. Beyond inquiries, you will also be facilitating the buying and selling of exquisite timepieces and skillfully negotiating prices to secure optimal margins. With a Monday to Friday schedule, this role offers a fantastic chance to develop and evolve your selling skills over the phone, all while contributing to a engaging work environment in the heart of New York City.

Responsibilities

• Managing inquiries on our watches via a first come, first served queue (by both phone & email), and delivering timely responses
• Buying, selling, and negotiating prices of watches including trade-ins to secure a deal with the best possible margin
• Ensuring compliance with sales, financial, and security procedures as outlined by HQ
• Demonstrating excellent customer service skills, providing our clients with the best possible pre-owned watch buying/selling experience
• Managing the sales/purchasing processes from beginning to end; contact, conversion, and aftersales
• Understanding internal procedures from the moment we receive a watch, to the moment it is delivered to the end client
• Handling ‘live’ orders post payment, and dealing with aftersales queries from your clients

Qualifications

• Experience working with Key Performance Indicators such as first reply time, speed of phone answer, and meeting sales/purchasing targets
• Exceptional knowledge of not only watch brands, but specific models offered by them
• Knowledge of the inner workings of timepieces, including quartz, automatic, and manual wind movements
• Ability to negotiate (ideally with a trade-in involved)
• Ability to take in technical information and follow instructions/directions precisely
• Results driven and motivated, with an entrepreneurial mindset
• Very personable and polite
• Highly organized with the ability to prioritize workload
• Strong communication skills and confidence via email and phone
• Ability to adhere to the WF & Co policies and procedures document, as well as Health and Safety procedures
• Experience working with customers on a one to one basis on high ticket items
• Email and phone sales experience is a MUST

What’s in it for you?

• You will embark on an exciting new venture in New York, which will enable you to grow yourself within the luxury retail space
• Gain valuable experience working in a multi-brand, multi-channel sales environment
• Various company benefits, with a generous commission scheme

KPI’s and Targets

• Units sold (per month)
• Units purchased (per month)
• Negotiation/discount percentage control
• Email reply times/speed of answer on phones
• Client testimonials via Trustpilot and Google
• Conversion rate

Richemont offers a generous compensation and benefits package for eligible employees. Only candidates selected for further consideration will be contacted.

We Offer

Employee wellbeing is a top priority at Richemont. We offer a comprehensive benefits program to support employees and their loved ones. Our core benefits include medical, dental, and vision programs. Health savings and flexible spending accounts are also available. The company offers income protection solutions including life insurance, disability benefits, and 401(k) with employer match. Understanding the importance of work-life balance, our total rewards include paid time off, a wellness reimbursement benefit, and access to the employee assistance program. Employees are encouraged to make a difference in their local communities with volunteer days off, supporting initiatives that drive change.

At Richemont, We Craft the Future!

Expected Salary Range: $28 - $31. This role is commission eligible.

Salary will be negotiated based on relevant skills and experience.