Bulgari introduces an opportunity to pioneer a new selling concept in the heart of NYC. This omnichannel role is the first of its kind at the company and will usher Bulgari into a new age of digital experiences for new and existing clients alike.
Position Summary:
As a Bulgari Video Selling Specialist, you will play a crucial role in developing our video selling program with a goal of cultivating strong relationships with our online and remote clients. Utilizing innovative technologies, your primary focus will be driving online sales through video consultations, to ensure the achievement of departmental goals including but not limited to identifying trends and making recommendations to improve overall digital sales performance. This dynamic, business development role demands a high level of entrepreneurial spirit and business development skills. You are passionate about the Maison’s creations, converting clients to purchase with rich storytelling and building fruitful client relationships. The specialist must have a strong command of the company’s product assortment, selling ceremony, and services in addition to possessing in depth knowledge of the North American luxury market. Prior luxury, omnichannel client development, and / or fine jewelry experience is preferred but not required. You must be comfortable presenting on camera to clients and to company stakeholders, including senior leadership.
RESPONSIBILITIES
- Develop strategies that maximize online sales through video consultations. Use these strategies to provide guidance to stores on digital client engagement and sales techniques in partnership Ecommerce Director and Customer Relationship teams.
- Oversee the performance of virtual appointments to drive education and conversion for remote clients by autonomously hosts all incoming digital appointment requests.
- Grow digital sales in Fine Jewelry, Watches and Accessories by introducing and converting online prospects to an elevated product offering.
- Identify sales opportunities, including upselling and cross-selling in all product categories.
- Provide training to stores, client advisors, and customer service agents in remote selling appointments.
- Define and execute clientelling plans to reach sales targets, increase NPS and foster client loyalty.
- Collaborate across multiple departments to ensure cohesive omnichannel experiences.
- Influence departmental sales goals and meet individual sales goals as outlined by leadership including base revenue targets and motif centric goals.
- Provide highly personalized, elevated, and efficient service via video appointments, inbound and outbound calls, live chat, emails, IM (WhatsApp, etc.).
- Leverage data analytic tools to inform personalized outreach efforts. Implement these learnings to craft virtual appointment client development program.
- Work with management to foster a community of continuous process improvement.
- Build a strong understanding of client preferences through qualitative client profiling. Develop targeted campaigns and outreach based on customer insights.
- Maintain exceptional professionalism with clients and deliver the “Wow factor” by listening attentively to their needs and identifying the best product offering and online CX.
- Activate repeat and dormant clients by expanding and maintaining relationships through curated animations and by leveraging local events calendar.
- This role will be the expert in Fine Jewelry, Watches, and precious Accessories.
- Support in-store operations and appointments on occasion.
Profile:
- An entrepreneurial and creative mindset with a drive to continuously improve processes and sales.
- Demonstrated leadership in previous roles.
- Must possess strong interpersonal skills and adapt to changes quickly in evolving digital sales environment.
- Excellent verbal and written communication skills. Must be comfortable conversing with clients, selling to clients, being on video and entering consistent and accurate data.
- Passionate about Customer Experience; proven success record in a fast paced, constantly evolving sales and support environment, preferably for a luxury or high jewelry company.
- Client-obsessed with customer satisfaction at the core of every action.
- Existing book of clients preferred.
- Must be flexible and available to work on-site, night shifts, holidays, and weekends. Ensure department coverage in peak periods.
- Ability to work under pressure and adapt quickly
- Have a knowledge of industry and current trends with an ability to interpret that to clients.
Qualifications:
- Experience in driving business through digital platforms (Facetime, texting, Instagram, TikTok, etc.)
- Proven ability to build client relationships.
- 1-3 years Business development experience
- 3-5 years work experience in Luxury retail (personal shopper experience) + distance selling is preferred.
- Ability to identify sale opportunities including upselling and cross selling.
- Fluent in English, additional languages preferred but not required.
- Salesforce, managing client relationships.
- SAP, and Microsoft Suite experience are a plus.
This position is commission and bonus eligible.
