Experience Liaison
Brent L. Miller Jewelers & Goldsmiths - Lancaster, PA
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OVERVIEWAs the Experience Liaison at Brent Miller, you will be the cornerstone of an exceptional luxury client experience. Representing some of the most prestigious brands in the world, you will focus on building and nurturing relationships with high-value clientele, showcasing your passion for horology and fine jewelry. Your goal will be to ensure a seamless customer journey, from the moment clients walk in the door to post-purchase follow-up, ensuring that every interaction reflects sophistication and excellence.ROLESBoutique ManagerSales & Customer Relationship ManagementExperience LiaisonEvent Marketing & SupportEXPECTATIONS Specific Tasks/Goals/ResponsibilitiesBOUTIQUE MANAGEROversee the key brand boutiques, ensuring operations align with brand standards and Brent Miller's luxury service expectations.Act as the main point of contact for brand-related inquiries and ensure smooth communication between vendors and the Brent Miller team.Assist sales team members offering guidance, support, and direction to ensure brand sales goals are met and exceeded.Provide ongoing training for the sales staff to ensure their knowledge, customer service skills, and product expertise are aligned with the high standards expected by strategic brands..Ensure full compliance with brand guidelines in terms of product presentation, sales processes, and after-sales service.SALES & CUSTOMER RELATIONSHIP MANAGEMENTDrive sales by leading the team in implementing effective strategies to meet customer needs and expectations.Develop relationships with high-value clients, providing personalized service and recommendations in alignment with luxury brand guidelines.Assist the sales team in closing complex or high-value transactions, ensuring that the customer experience is seamless and exceptional.Monitor and analyze sales trends and performance, identifying areas of opportunity to drive the growth of the business within brands and the store.Maintain accurate records of client interactions, sales, and follow-ups to ensure exceptional post-sale service.BRAND LIAISONOversee inventory management and special orders for strategic brands, ensuring accurate tracking, compliance with brand standards, and collaboration with Brent Miller's operations team to maintain stock levels and proper merchandising.Ensure the store meets brand pricing, merchandising, and promotional guidelines while preparing for and participating in regular audits to uphold full compliance.Serve as the main point of contact between Brent Miller and strategic vendors, implementing brand-specific initiatives, including training updates, e-learning, and new product launches.Lead in-house training sessions on strategic brand protocols, product knowledge, and client service expectations, ensuring the sales team is equipped to provide exceptional service.Provide ongoing feedback to strategic vendors regarding showroom performance, client preferences, and areas for brand support, fostering a strong relationship and growth of strategic brands within Brent Miller.EVENT & MARKETING SUPPORTPartner with the marketing department to organize and execute brand-centric events aimed at enhancing Brent Miller's luxury brand positioning.Actively engage in promotional activities that elevate the customer experience, fostering partnerships with local businesses or creating in-store VIP experiences.Monitor and assess the success of events, providing post-event feedback to improve future marketing strategies and client engagement.Collaborate with showroom leadership to continually enhance the client experience, incorporating new technologies and luxury service innovations.CHARACTERISTICS BehavioralWillingnessEmotional MaturityHumilityOptimismVisionaryMotivatedDrivenResults OrientedSelf - StarterEmpathyPatienceSense of UrgencyCreativeProfessionalDecisiveAuthenticIntegrityCaringResourcefulnessStrategicPassionDependableConfidentSKILLS AbilitiesRelationship Management Internally & Externally Professional Sales Knowledge Leadership AbilityOrganizationExcellent Communication (Written, Verbal, Presentation & Facilitation)Analytical & Critical ThinkingAdaptability & FlexibilityScheduling / Time ManagementConflict ResolutionTraining FacilitationBrand ComplianceEXPERIENCE Life, Vocational, EducationalREQUIRED5+ years of experience in luxury retail, preferably within the watch or jewelry industry.Proven experience in team leadership or management roles, with a focus on driving sales and maintaining brand standards.Strong knowledge of inventory management and compliance within a high-end retail environment.PREFERREDPrevious experience working directly with luxury jewelry or watch brands or manufacturers.Expertise in client relationship management, particularly with high-net-worth individuals.Familiarity with brand compliance audits and luxury product merchandising.This job posting attempts to describe what it is like to work at Brent Miller, but is not comprehensive in describing all aspects of this specific role. Brent Miller may require team members to take on tasks outside their specific job description. The person in this role must comply with other duties as assigned by their manager.For additional information about our company please visit Brent Miller is an equal opportunity employer and is committed to providing a work environment that is free from discrimination and harassment. We value diversity and do not discriminate on the basis of race, color, religion, sex, sexual orientation, national origin, age, genetic information, disability, veteran status, or any other basis prohibited by applicable law. Brent Miller will provide reasonable accommodations for qualified individuals with disabilities. If you need accommodation to participate in the job application or interview process, please let us know.
Created: 2024-10-02