Job description
Role Overview
Consultant - Luxury Tech, Chalhoub Group, Riyadh Park.
Company Overview
Chalhoub Group has been a partner and creator of luxury experiences in the Middle East for over seven decades. The Group operates as a hybrid luxury retailer with a portfolio of over 10 owned brands and distribution and marketing expertise for over 400 international names across luxury fashion, beauty, jewellery, watches, eyewear, and art de vivre categories. It delivers seamless omnichannel experiences across more than 950 stores, online platforms, and mobile apps. The Greenhouse is the Group's innovation hub, incubator, and accelerator for startups and emerging businesses regionally and globally. Chalhoub Group brings together over 16,000 talented professionals across eight countries in the Middle East, with a presence in LATAM. Sustainability is at the core of the Group's strategy, guided by commitment to people, partners, and the planet. The Group is a member of the United Nations Global Compact, a signatory of the Women's Empowerment Principles, and has pledged to reach Net Zero by 2040.
Role Purpose
The Luxury Tech Consultant is responsible for delivering an outstanding customer experience and driving business through sales. The role demonstrates strong understanding of omnichannel aspects, using physical and digital channels to connect with customers and deliver seamless, consistent high-level service. The consultant acts as a brand ambassador through strong knowledge of the brand and expertise in fashion and style.
Key Responsibilities
Sales & Business Development
- Drive the business and achieve individual and collective sales targets.
- Represent the brand by communicating its values and philosophy through all activities and interactions with customers and team members.
- Maintain and understand customer purchasing patterns and behaviors, and utilize this database to engage and build strong relationships with customers to encourage future selling opportunities.
- Promote the Group's loyalty program (MUSE) and increase enrollment rate and new customer acquisition.
- Participate in brand events when required inside or outside the store.
Customer Centricity
- Take ownership of the customer's experience by delivering exceptional service and bringing to life the brand's customer journey at all different touchpoints (physical and digital) through building rapport, sharing product knowledge and expert advice, proactively catering to customers' needs, interests and preferences.
- Use impactful storytelling with customers to maximize their experience through education and entertainment.
- Communicate with customers to assess their needs, provide assistance in satisfying those needs, and meet or surpass customers' expectations.
- Use clienteling techniques and tools to connect virtually with customers, build a one-on-one relationship based on trust and human touch, and drive loyalty. Such techniques and tools include messaging and virtual shopping appointments.
Operational Excellence
- Prepare and process e-commerce orders' fulfillment from the store within the set SLAs in terms of time and quality.
- Manage and create effective and efficient clientele data reporting and analytics, while maintaining accuracy of data collection.
- Maintain all operating standards by ensuring stock replenishment and organizing display as per the brand's VM guidelines.
- Demonstrate strong understanding and leverage available technology tools when available to support customer experience in and outside of store, including Clienteling app, CRM, and OMS.
Team & Culture
- Collaborate with team members and maintain positive relationships to develop a constructive work environment.
- Stay abreast of latest fashion trends, social media campaigns, products and competitor activity, the brand's different online (website, app and social media) offerings and activities, and promote them with customers.
- Ensure all sales and operational policies and procedures are followed and maintained.
Qualifications & Experience
- Minimum 2 years' experience in retail, preferably in Luxury Technology.
Skills & Competencies
- Intermediate or Advanced English Language proficiency.
Additional Information
The Group offers a competitive benefits package including healthcare, child education contribution, remote and flexible working policies, and exclusive employee discounts. Chalhoub Group is committed to inclusion and diversity and welcomes all applicants without regard to gender, age, race, religion, national origin, or disability status. The Group encourages fair and independent completion of assessments and interviews without assistance from generative AI tools.