Location: South Coast Plaza, Costa Mesa
Reports To: Boutique Director
Function: Client Service & Boutique Administrator
MAIN PURPOSE
Reporting to the Boutique Director, the Client Service & Boutique Administrator is responsible for managing the boutique daily operations along with the care service aspect of the business. The responsibilities include administrative support in transactional activities, financial compliance, operations, logistics, inventory control, and implementation of policies and procedures. As an Ambassador of the Maison, the Client Service & Boutique Administrator is also responsible for providing advice and technical explanations to clients as it pertains to the servicing of jewelry and timepieces. They will ensure an excellent care service journey is provided at all times to guarantee customer satisfaction, retention, and a seamless process
Key Responsibilities:
Care Service
Customer Experience Journey
Responsible for welcoming each care service client while exhibiting Maison values and exceeding client experience expectations
Handle all care service from registration to collection. Identify service needs and make appropriate recommendations
Coordinate with the Repair Technical Center, serving as the client’s representative during their repair journey, supporting their needs, and raising inquiries on their behalf
Utilize escalation matrix for care service requests of sensitive nature
Meet and/or exceed service time frames and client expectations by retrieving daily status reports and partnering with Boutique Director & Care Service Manager
Foster regular and proactive interactions with clients via phone, email, chat, and other mediums, ensuring timely and precise communication
Utilize Maison and Group service offerings, including but not limited to Watchfinder and Conversion program. Partner with Boutique team to facilitate the sale of timepieces
Consistently reach and aim to exceed all care service KPIs
Care Service Operations
Execute new care service projects or procedures within the boutique in collaboration with the Boutique Director and the Repair Technical Center
Ensure proper understanding and execution of Maison and Group POS procedures to ensure transaction handling compliance
Oversee the inventory levels of care service packaging and related items in collaboration with the Retail Operations team
Conduct scheduled repair cycle counts set by Group along with boutique cycle counts as required
Guarantee prompt transfer of care service registrations and collaborate with the Boutique Director to expedite shipping processes
Boutique Operations
Compliance
Ensure proper understanding and execution of all Maison and Group policies and procedures within the boutique; champion and influence compliance amongst the boutique team
Support the overall success of boutique audits; partner with management to implement and execute action plans. Consistently reach and aim to exceed all KPIs
Inventory Control
Conduct scheduled cycle counts set by Group along with daily/monthly boutique cycle counts to ensure accurate stock counts and tagging accuracy
Monitor inbound shipments and communicate delivery timelines in daily briefs
Participate in daily set up and break down of boutique for opening/closing as needed
POS Procedures
Ensure proper understanding and execution of Maison and Group POS procedures to support the sales team and ensure transaction handling compliance
Monitor financial aspects of boutiques sales; ensure daily transactions and proper paperwork are submitted to respective corporate teams timely and accurately
Support other transactional flows including but not limited to Ecommerce, Watchfinder to ensure efficient business operations and seamless client experience
Merchandise Transfer
Ensure proper movement of product in/out of boutique including but not limited to shipments, repairs, transfers, consignments, and movement throughout the boutique while maintaining quality control and preventing stock losses
Consistently demonstrate excellent care and proper product handling, and follow appropriate packing, shipping, and receiving procedures
Organization
Manage the boutique supply inventory including replenishment needs for sales, repairs, hospitality, as well as back of house
Ensure the best possible organization is implemented throughout the boutique and back of house
Other Responsibilities
Uphold brand standards within the boutique environment, including but not limited to maintenance, third party vendors, tools and technology, equipment
Act as liaison with boutique network and corporate team members
Assist with special projects as needed
QUALIFICATIONS
Education
Required Experience - You will not be contacted if you do not have this required experience.
Previous experience in luxury retail, service or hospitality environment is mandatory.
General knowledge of jewelry or timepiece industry preferred
Personal and Technical Skills
Ability to project an approachable and professional image in personal appearance, manner, and demeanor
Ability to perform product services including but not limited to strap changes and bracelet sizing preferred
Skilled in resolving disputes or managing disagreements
Strong attention to detail with the ability to handle multiple tasks simultaneously and with precision
Ability to work in a fast-paced retail store environment
Excellent computer skills and use of technology
SAP knowledge preferred
Additional language skills are a plus
Pay Details: $23.00 to $25.00 per hour
Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.
Equal Opportunity Employer/Veterans/Disabled
To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://www.adecco.com/en-us/candidate-privacy
The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:
- The California Fair Chance Act
- Los Angeles City Fair Chance Ordinance
- Los Angeles County Fair Chance Ordinance for Employers
- San Francisco Fair Chance Ordinance