Client Advisor - Rimowa - Selfridges

Welcome to RIMOWA, the brand redefining travel since 1898. For more than 120 years, the German Maison has been creating thoughtful mobility tools for discerning travellers around the globe. As the first German Maison in the LVMH Group, RIMOWA is dedicated to developing unique products that perfectly balance luxury and functionality whilst highlighting the brand’s century-old heritage, craftsmanship and its commitment to innovation.

At RIMOWA, we believe that great ambitions demand resilient companions. Our tools are created with longevity in mind, because the most meaningful journeys last a lifetime. Join us to begin yours!

Customer service / selling ceremony

• Welcome clients in the store and create a welcoming environment, e.g. offer beverages
• If necessary: queue and customer flow management
• Ask questions to capture client needs and concerns
• Adopt personalized approach according to the customer’s profile/interests
• Present and explain the product
• Seize opportunity to cross- and up-selling
• Demonstrate high levels of brand expertise
• Cashiering skills / POS operational knowledge
• Inventory Awareness: know what in the stock in order to suggest alternatives to customers
• Collect and update CRM data, perform CRM activities (use of R-Client App)

Client Care / After Sales Service

• Welcome service clients in the store and address their service issue
• Evaluate the repair suitcase and communicate the repair status (possible, not possible, expected repair time if possible)
• Support the In-store Technicians by handling repair transactions in RMS performing repairs according to abilities, at least small repairs

Store conditions and appearance

• Keep store well organized, clean and in line with VM guidelines
• Perfect grooming in line with grooming guidelines

Languages

• Store’s local language – Fluent
• English - good written and verbal skills

IT Skills

• CEGID
• RMS
• CRM tools
• Microsoft Excel, Word, PowerPoint, and Outlook

Knowledge of guidelines and processes:

• VM guidelines
• Stock
• Concierge service (know local events, restaurants, hotels, sights etc.)

RIMOWA related knowledges

• Product knowledge
• Brand knowledge (history, strategies, news etc.)
• Market knowledge (competitors etc.)
• RIMOWA values

Education

• Basic school education

Experience

• First experience in the retail environment, gastronomy or any other customer service field
• Previous experience with luxury products/services, would be an advantage