Italy
I am a customer-focused professional with a proven track record of exceeding client expectations & providing exceptional service. I build & nurture client relationships, enhancing brand loyalty & sales performance through clever strategies. I pride myself with excellent communication skills & with the ability to quickly develop rapport with clients & resolve complex service issues.
• Senior Client Advisor & Key holder, Old Bond Street, UK flagship boutique • individual +35% revenue vs 2023 (May 2024), 42% cross-selling, UPT 2.7 (+25% vs June 2023) • Daily EOD reports, reporting directly into CEO & HQ • Opening of UK flagship in 2019 & building clientele from scratch • Assisting the Store Manager in all matters of the business • Reporting directly into the Retail Director in absence of SM • Managing a team of 6 + temp staff & security in absence of SM • Daily morning meetings, communicating store & individual sales targets • Uniform orders • Supporting staff in every sale, promoting a healthy teamwork environment • Recognizing needs in regards of staff training, training on all existing company guidelines & pro-active client-centric sales approach, Appointment strategy • Extensive CRM approach, client book & generating new loyal clientele, developing prospect clientele & VIC • Building lasting business relationships with (U)HNW clients • 1-to-1 luxury sales approach & client styling, up-, cross- & link selling • Special client orders via direct HQ request • Arranging local & nationwide courier deliveries • Supporting tailoring & repair requests, liaising with the HQ • Dealing with client complaints in a professional & reassuring manner • Brand story telling, acting as a brand ambassador at all times • Ensuring adaquate staff & security guard cover • Ensuring health & safety procedures are being adhered to • Attending annual senior staff meeting at the Milan HQ VM & Merchandising • Store VM Referent, weekly direct communication with the WW Retail VM manager & Retail merchandiser • Communicating new guidelines to the team & conducting full floor changes independently (3000sqft/280sqm (4 sales floors, +2 extra floors) • Collection training • Analysis of slow & best sellers, conducting VM changes as necessary, ensuring steady sales flow • Receiving & processing of goods, markdown returns • Stock takes & cycle counts, support of BOH
• Temporarily supporting the wholesale side of the business in Men's Classic Designer Collections while being a FT employee on Old Bond Street • Reporting directly into Herno Area Manager & Harrods Retail Manager & looking after the retail space in Harrods • Weekly Harrods buyers meetings, developing feedback on sales, orders & clientele • CRM & liaising with the UK flagship store on Old Bond Street • Developing brand awareness through exceptional client service in Harrods • Independent VM fitting for opening of new WRTW concession within Harrods in liaison with Herno wholesale director • Trainings of staff in department on brand identity, collections & products in order to maximise sales within the department & to facilitate service for buyers • Cash operations & management, EOD
• Supervising in-store e-commerce services • Development of concepts for weekly staff trainings • Appraisal of staff's individual e-commerce sales • Driving sales KPI & turnover results • Processing CRM data • Full-cycle supervision of clients' orders • Communication with HQ & solving logistical issues & after sales care • Admin
• Optimizing daily tasks by establishing new in-store master files & procedures • Supervising all In- and Outbound garments & requests
• Reporting into Store Manager & Area Manager • Opening/closing of UK flagship boutique MaxMara (incl. EOD reports, admin & bank deposits) • Morning briefings • Authorizer of managerial sales related decisions • Structural & efficient organization of the day in absence of SM (delegation of 5 staff & temps) • Analysis, meeting & exceeding of KPIs • VM • Development of indvidual staff training concepts • Staff trainings regarding new in-store & company wide procedures & new arrivals • Analysis of best- & slow sellers through assigned categories CLIENTS: • CRM, client book, 1-2-1 sales approach as personal stylist • Up-, cross- & link selling • Order of special requests liaising directly with the Italian HQ • Representing the brand during events BOH: • Stock keeping • Inter-city, national & international transfers & reports, reception & processing of goods • Bi-annual stocktakes & preparation of markdowns & RTVs • Booking of home & hotel deliveries • UPT July '19: 2.1, +13% • UPT June '19: 2.1 • UPT May '19: 2.1, Turnover +12% • UPT April '19: 2.0, Turnover +40% • Top sales person in July 2018: UPT 1.8, +34% • UPT August '18: 2.0, +64% • Turnover May - Dec 2018: £200k+
Recruiting for luxury retail positions (Sales & Management) across Europe • Supporting luxury companies expand business worldwide with new recruits • Sourcing candidates for specific roles & needs • Conducting interviews & managing potential candidates & interview coaching • Salary & contract negotiations • Scheduling interviews with hiring companies & managers • Fusing candidates' data into database • Placing job adverts & sourcing via different media channels